End-to-End Process Lead / Senior Business Analyst Role 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
