Billing and Metering Manager

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth. 

So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services. 

The Role:

Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.

The Billing Services team in Uisce Éireann is responsible for delivering meter to cash processes for both Domestic and Non-Domestic customers. Domestic customers are currently managed directly from UÉ while Non-Domestic customers are currently managed through the Local Authority network. Billing Services operates an outsourced model and is heavily reliant on a number of key business partners for successful delivery of operations. Transaction processing is conducted external to UÉ and robust management practices form a critical part of the operating model.

Reporting to the Billing Services Senior Manager, the Billing and Metering Manager will be responsible for overseeing the meter to bill process for both domestic and business customers. As the operational model involves multiple business partners and numerous data flows, identification, implementation and management of appropriate controls will be a critical success factor, as will the management of a number of external business partners. The manager will manage an internal team and a number of key vendor organisations. This role is delivery focused.

Main Duties and Responsibilities:

• Support the Billing Services Senior Manager in the development and continuous updating of the billing and metering management strategy and policies to reflect regulatory and business policies and plans 
• Support the Billing Services Senior Manager in delivery of operational and strategic objectives including scorecard and business plan objectives 
• Management of an internal team in line with HR people and policy management in addition to assigning employee workload and organising the workflow in accordance with operating an efficient department 
• Oversee and manage an annual operational budget which is in line with scorecard and business plan objectives 
• Oversight of the outsourced vendors in tandem with vendor service performance (i.e., Contact Centre, Morrisons Data Services, Veolia, GMC, Mainline and print fullilment service provider.), customer segments and system exceptions for Billing and Metering Management e.g. through monitoring of KPIs and defined metrics. 
• Establishment and ongoing management of bill processes, bill production and meter data management processes ensuring appropriate control reports are in place and are in line with Industry best practices 
• Overseeing the Management of system exceptions for both billing and metering management 
• Responsible for ensuring the meter read and billing schedules are correctly configured for optimal performance 
• Identify, prioritise and drive change initiatives from inception through to completion for the Billing/MDM, Metering Operations and Pricing teamteam 
• Ensure all contractual amendments, drawdowns and expenditure is completed following the correct internal and procurement procedures 
• Demonstrate a clear understanding of billing trends within Uisce Éireann, identify and implement improvement projects to support continuous improvement and ensure that our billing monitoring and reporting processes are efficient and effective
• Work with the Asset Management team and to ensure alignment with any meter asset policy 
• Proactively identify and drive improvements in the Billing and Metering Management areas 
• Participate and support in the implementation of ongoing Customer Operations projects as required
• Raise risks and issues as appropriate to the Billing Services Senior Manager

General Duties and Responsibilities 

• Collaborate with key internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards
• Support the delivery of organisational key inititaves through collbration with business functions outside of Customer Operations
• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team
• Other duties as required

Knowledge, Skills and Experience:

• Relevant third level qualification and/or accreditation is desirable 
• A minimum of 7 years’ experience in the water, utilities or similar industries 
• Experience leading a team, with strong people, change management and conflict resolution skills
• Previous experience maintaining outsourced vendor relationships, using strong influencing skills to achieve business goals
• Ability to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented
• Experience of developing and maintaining effective strategic partnerships with key stakeholders internally and externally
• Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others
• Experience of supporting policies, systems and controls and driving the implementation of progressive policies
• Highly motivated with exceptional multi-tasking and organisational skills

Grade and Salary C (€80,356- €120,534)

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further

Uisce Éireann is an equal opportunities employer

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.

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