Job Title

End-to-End Process Lead / Senior Business AnalystRole Summary:The End-to-End Process Lead / Senior Business Analyst will play a critical role in driving business improvements across the Meter-to-Cash (M2C) lifecycle, with a strong focus on billing, revenue management, customer experience, and operational efficiency. This role requires a deep understanding of the utilities sector, particularly electricity and gas retail, and proven experience in designing, analyzing, and enhancing end-to-end business processes.Key Responsibilities: Lead the end-to-end process design, analysis, and improvement of Meter-to-Cash operations, including metering, billing, credit and collections, and payments. Collaborate with business and IT stakeholders to capture and translate business requirements into functional specifications. Identify opportunities to streamline and automate business processes to improve customer satisfaction and operational efficiency. Support the implementation and enhancement of billing systems, customer information systems (CIS), and meter data management systems (MDMS). Act as the Subject Matter Expert (SME) for billing operations, market settlement, and regulatory compliance. Drive continuous improvement initiatives, ensuring alignment with business strategy, compliance requirements, and industry best practices. Conduct impact analysis, root cause investigations, and risk assessments on proposed changes. Facilitate cross-functional workshops and working groups to develop process maps, define KPIs, and ensure business readiness for change. Work closely with technical teams, testers, and business users during system development lifecycle (SDLC), including UAT and deployment. Monitor and report on post-implementation performance to ensure benefits realization.Qualifications & Experience: 8+ years of business analysis or process improvement experience in the utilities industry, particularly in electricity and/or gas retail operations. Strong expertise in the Meter-to-Cash value chain, including billing cycles, meter reads, usage estimation, exceptions handling, revenue leakage prevention, and regulatory reporting. Experience with CIS platforms (e.g., Oracle Utilities, SAP IS-U, Gentrack, or equivalent). Proven track record of leading cross-functional process transformation or technology implementation projects. Deep understanding of market rules, compliance obligations, and customer-centric energy services. Excellent analytical, documentation, and stakeholder engagement skills. Familiarity with Agile, Waterfall, or hybrid project delivery methodologies.Key Competencies: Strong business acumen and problem-solving skills Ability to lead change and influence stakeholders at all levels Excellent verbal and written communication Attention to detail and a proactive mindset Customer-focused with a commitment to service excellence #J-18808-Ljbffr