Essential duties
- Supervise and lead a team of Meter Reading associates to
ensure accurate and timely processing of meter readings.
- Provide coaching, mentoring, and performance feedback to team
members.
- Monitor attendance, compliance, and adherence to company
policies and SOPs.
- Ensure all meter reading requests are processed within agreed
timelines and quality standards.
- Enforce adherence to standard operating procedures (SOPs) and
data privacy guidelines.
- Conduct regular audits and quality checks to minimize errors and
maintain service excellence.
- Investigate discrepancies and implement corrective actions to
prevent recurrence.
- Prepare daily, weekly, and monthly reports on meter reading
performance and productivity.
- Analyse trends and identify areas for process improvement.
- Act as the primary point of contact for escalations related to meter
reading processes.
- Coordinate with internal teams and external clients to resolve
issues promptly.
- Communicate updates, changes, and best practices to the team
effectively.
- Identify opportunities to streamline processes and enhance
automation.
- Participate in projects aimed at improving accuracy, turnaround
time, and customer satisfaction.
- Support training initiatives for new hires and existing team
members.
Primary Job Functions:
- Oversee daily operations of the meter reading process to ensure
accuracy and timeliness.
- Manage and monitor the Meter Reading mailbox for incoming
requests and inquiries.
- Supervise and guide team members, providing coaching and support for performance improvement.
- Ensure compliance with Standard Operating Procedures (SOPs)
and data privacy regulations.
- Conduct quality checks and audits to maintain high service
standards.
- Prepare and submit operational reports on productivity, accuracy,
and turnaround times.
- Handle escalations and resolve issues related to meter reading
processes promptly.
- Collaborate with internal teams and stakeholders to address
process gaps and implement solutions.
- Drive continuous improvement initiatives to enhance efficiency and
reduce errors.
Qualifications
- Bachelor's / College Degree in finance or any related discipline.
- At least 5 years of working experience in the related field and 2
years experience in collection team.
- Excellent system and process knowledge
- Excellent customer service and communications skills
- High level of accuracy, superior attention to detail and a strong
work ethic
- Intermediate MS Excel skills; able to confidently use and
manipulate VLookUp, Xlook up, concatenate formula
- Excellent time management and prioritisation skills
- Ability to work independently and as part of a wider team
- Well across all Meter Reading processes including adhoc taks
and reports.
- Knowledge with Salesforce and CDSS is an advantage.
- Experience on supporting Australian customers is preferred but
not required.
