Utility Billing Manager at Benin Electricity Distribution Plc (BEDC)

Benin Electricity Distribution Plc. (BEDC) is responsible for retail distribution of electricity in Delta, Edo, Ekiti, and Ondo States with geographical coverage of 55,770 square km. The Company operates from 8 regions with approximately 350 offices located across the four states with about 13 million people and about million households.

We are recruiting to fill the position below:

Job Title: Utility Billing Manager

Location: Benin City, Edo
Employment Type: Full-time
Supervision Received: Head, Commercial
Supervision Exercised: Billing Officer

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.

Application Closing Date
27th February, 2023.