Manager - Domain Expert_Kolkata
KolkataFull-time10–15 yrsUp to ₹20 L a yearPosted 3 days ago
Leadership customer support role at Gratitude in Kolkata. Needs 10–15 years and a BBA, B.Tech or B.E.. Pays up to ₹20 LPA.
About the role
Manager - Domain Expert_A_Kolkata Location: Kolkata Experience: 10 to 15 years Band: BPO 5/6 Salary: up to 20 LPA Job code: 434122 Job Summary We are looking for an experienced Domain Expert – Utilities with strong knowledge of electricity and gas utility operations, particularly across the Australian and UK retail markets.
What you'll do
- Act as the utility-domain subject matter expert for electricity and gas customer operations and back-office processes
- Provide end-to-end expertise across Meter-to-Cash / Customer-to-Cash processes, including onboarding, move-in/move-out, metering, tariffs, billing, payments
- Analyse operational data, customer feedback, complaints, repeat contacts, errors, rework, ageing, and manual touchpoints to identify improvement opportunities
- Map end-to-end processes, system touchpoints, handoffs, controls, exceptions, and escalation points
- Identify opportunities to simplify, standardise, automate, or digitise repetitive and rule-based processes
What you need
- SOP writing
- Root cause analysis
- Reconciliation
- Problem solving
Good to have
- CRM
- Six Sigma