Utility Billing Manager at Benin Electricity Distribution Plc. (BEDC)

General Responsibilities

• The Billing Manager is responsible for processing bills for all customer types, within our catchment area markets; quickly learning new systems and processes, being a self-starter, detail-oriented, accountable, analytical, efficient, accurate and multitask;
• Responsible for the complete, accurate and timely resolution of all day-to-day tasks and escalated issues.
• To support the goals and objectives of BEDC Electricity Plc.

Activities:

• Ensure timely, accurate bills are created and sent to residential and commercial customers of commodity and value-added products;
• Provide billing support for residential, small and large commercial customers in multiple states/regions;
• Review, investigate and follow up independently on complex operational service requests, issue trackers and emails related to customer correspondence inquiries in a timely, detailed and thorough manner;
• Work independently to process tasks and resolve exceptions within target service level agreements (SLAs).
• Utilize reporting, and performance metrics to manage risk and ensure tasks are completed within SLA;
• Work closely with Regional Heads to meet goals, review exceptions and take appropriate actions;
• Troubleshoot and perform root cause analysis to resolve issues and escalate as needed;
• Reconciliation of correspondence in case of discrepancies and preparation of reports as needed;
• Identify gaps and help to execute process improvements;
• Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned;
• Any other duties as may be assigned to you by your manager.

Accountabilities:

• Reports on monthly consumption, bills, accepts, rejects, payments, adjustments and invoice settlements.
• Review and investigate bills with exceptions making sure their issues are resolved no later than the maximum allowable business days for bills to be returned (bill window).
• Ensure that the monitoring and exception reports are run daily to investigate and resolve issues quickly.
• Context: The job requires collaboration with other departments and understanding of processes. The job exists in an Electricity Distribution Company.

Qualifications / Experience / Skills
Qualifications:

• Bachelor's degree in any of the following disciplines - Computer Science, Engineering, or other related disciplines.
• A postgraduate Degree is preferred.

Experience:

• Minimum of 2 years of problem-solving, issue resolution or other relevant experience required; 4+ years preferred;
• Prior experience in the deregulated electricity sector, is preferred;
• Prior experience in billing, operational exception handling and/or project management is a plus.

Skills:

• Strong knowledge of Microsoft Office (Word, Excel, Outlook, etc.);
• Advanced knowledge of Microsoft Excel - pivot tables, VLOOKUP, macros, etc., preferred;
• Knowledge of third-party billing systems, specifically iSigma, Customer Care & Billing (CC&B), and Thunderhead is preferred;
• SQL query language is a plus
• The ability to quickly learn new systems and processes, be a self-starter, detail-oriented, accountable, analytical, efficient, accurate and be able to multi-task;
• Must be a dependable team player and be willing to work flexible and extended hours, if required;
• Must be detail oriented with an ability to identify a pattern in a problem, conduct research, coordinate with the appropriate back-end teams to solve operational
• problems and deliver solutions to customer inquiries;
• Strong problem-solving and decision-making skills;
• Technical aptitude with the ability to understand new tools and data;
• Strong time management and organizational skills;
• Ability to manage multiple tasks/projects and ensure their timely completion;
• Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned;
• Ability to adapt to constant change;
• Excellent written and verbal skills.