Ireland Job Openings
Uisce Éireann
Revenue and Process Assurance Technical Lead
Dublin
October 23, 2024
We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.
The Role
Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.
The Customer Strategy and Capability team is responsible for delivering strategic capability across Customer Operations such as Customer First programme, NDTFR and trade effluent tariff policy development. They provide support to customer regulatory engagements with internal and external stakeholders (CRU and EPA). The team will provide support to the wider business on business intelligence reporting, independent revenue assurance audits and controls and data management support. They provide licensing and compliance activities to third parties.
Reporting to the Revenue Assurance Technical Manager, the Revenue and Process Assurance Technical Lead will be responsible for supporting the maintenance of an end-to-end view of all Customer related revenue processes across Uisce Éireann and assessing/mitigating risk in this area.
Main Duties and Responsibilities
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.
The Role
Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.
The Customer Strategy and Capability team is responsible for delivering strategic capability across Customer Operations such as Customer First programme, NDTFR and trade effluent tariff policy development. They provide support to customer regulatory engagements with internal and external stakeholders (CRU and EPA). The team will provide support to the wider business on business intelligence reporting, independent revenue assurance audits and controls and data management support. They provide licensing and compliance activities to third parties.
Reporting to the Revenue Assurance Technical Manager, the Revenue and Process Assurance Technical Lead will be responsible for supporting the maintenance of an end-to-end view of all Customer related revenue processes across Uisce Éireann and assessing/mitigating risk in this area.
Main Duties and Responsibilities
- Deliver the management and continuous enhancement the Customer Operations Revenue Assurance function.
- Enhancement of the Customer Revenue Assurance review cycle, which reviews Customer Operations processes impacting on revenue and provides analysis on process adherence.
- Work with Connection Developer Services (CDS), Billing & Customer Service to enhance operational audits which minimise risk & prevent the generation of new risks in new processes or the expansion of risks in current process amendments.
- Develop an audit communication programme that supports the outputs of audit findings, links with Risk & Compliance controls and supports in the closing of any control or process gaps found with the business.
- Development of the Customer Core Billing Audit, Miscellaneous Billing Audit & Read Cycle Audits.
- Report on the Customer revenue both protected and generated as a result of audits, data reviews and collaboration with other business areas.
- Work with Wastewater Source Control, New Connections & Customer functions to ensure process delivery is linked through to billing for all new customers, meter fit/exchanges or new trade effluent take on’s and audits are in place for same to protect Revenue.
- Working with Risk, Compliance and Finance to track and report on Customer Revenue Risks.
- Close Customer process gaps as per requirements from the Credit Committee and reporting on reduced revenue exposure resulting from closure.
- Support the management of Customer Operations compliance in the areas of risk, business continuity, internal controls, integrated assurance, data protection and risk management
- Support the development of regular Revenue Assurance audit plans and ensure buy-in to these plans from the wider Customer management team
- Review findings from Revenue Assurance reports, manage initial investigations and impact assessments where risks are identified and define recommendations to the wider Customer Operations team to resolve
- Manage the Customer Operations integrated assurance controls listing, representing Customer Operations at integrated assurance discussions within Uisce Éireann
- Manage the Customer Strategy and Capability risk register, provide support to the other risk champions across Customer Operations and represent Customer Operations at risk management discussions within Uisce Éireann
- Contribute to papers for submission to CRU including Non Domestic Tariff Review, trade effluent, tankered waste, customer policies etc.
- Engage with regulation teams to make representation to CRU on various matters including realization of incentives as set out in CRU papers
- Work closely with various internal UÉ groups, including finance, internal audit, regulation, asset management, asset operations, to deliver optimum results for UÉ
- Work with a team of internal resources and any dedicated revenue resources in the outsourced contact centre, including driving team building and process improvement initiatives to streamline revenue management processes
- Report on all areas of Revenue Assurance as required
- Support the Customer Strategy & Capability Senior Manager on Revenue Assurancerelated projects and initiatives
- Participate in ongoing Customer Operations projects as required
- Collaboration with key internal stakeholders across the UÉ business
- Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
- Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
- Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
- Other duties as required.
- Relevant third level qualification and or accreditation is desirable and or relevant experience
- A minimum of 5 years’ experience in the water, utilities or similar industries is desirable
- Demonstrated people management experience, with strong people, change management and conflict resolution skills
- Experience providing coaching in the development of the technical skills and abilities in others
- Highly motivated individual, working to the highest professional standards and with proven ability to deliver results
- Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
- Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
- Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
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