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Residential Billing Support Manager

 
 
Vacancy Number:  26073
Customer
Job Type:  Full-time
 

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

 

 

  Position Description

 

This is an exciting and challenging opportunity to work across dynamic and customer focused teams in our Residential Billing  Operations and Customer Care area in an interesting time in the commercial evolution of the Electric Ireland business. 

 

The successful candidate will gain valuable experience of our Billing and Database processes serving all Electric Ireland electricity & gas customers. The person will be responsible for Print Production , Industry wide Invoice Payment and Contract Partner Management at Enterprise level , Back Office ,Training Delivery capability, Project delivery & Governance management and adherence ,IT and Procurement  change management, GDPR  , ROPS compliance responsibilities ,and Robotics and Gen AI emergent areas.

 

 

Key Responsibilities

 

  • Manage the NI Residential Billing area 

  • Stakeholder Management, ESBN forums, RMDS IGG , GMARG for Gas market. Building teams technical knowledge, and awareness of  Industry change to input to IGG and GMARG market design Decision and Change requests and input to decisions.

  • Management of Print and An Post contracts for service and SLA’s

  • New CX capability, Project delivery including digitalizing paper communications.

  • Develop standardized customer responses and CRU responses for Billing Operations

  • CRU reporting, Trend analysis and solution generation

  • Governance role including RCM’s, GDPR,

  • Work with AI Team Manage Robotics Process c.12 Robotic Agents for Billing and develop Tracker for Operational Management, Value tracking.  Develop new AI use cases across our teams processes.

  • IT oversight OP’s and WR’s for delivery and the development of a value tracking model

  • MIS Dashboards design and delivery – align reporting to business KPI’s to monitor trends and productivity.

  • Lead delivery of training capability for BO, incorporate Continuous Improvement, Huddles and RCPS problem solving capability.

  • Develop and grow our Operational Excellence capability and RCPS and Huddle design

 

 

Experience and Qualifications

 

Essential

 

  • Leadership and relationship management skills

  • Management experience

  • Strong stakeholder management skills

  • Proven track record in delivering change

  • Strong judgement and decision making skills

  • Demonstrable commercial focus

  • Minimum 7 years’ experience in a relevant role

  • A relevant 3rd level qualification or equivalent work experience is essential.

 

 

Location

 

This position will be based in Swift Square, Santry, Dublin

 

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least two anchor days per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

 

 

Reporting To

 

Residential Billing Manager, Customer Solutions.

 

 

Why Work with Us? 

 

  • Opportunity to lead Ireland’s transition to net zero carbon future 

  • Progressive, hybrid working model 

  • Career development through mentoring and training  

  • Corporate Social Responsibility Opportunities 

  • Sports and Social Clubs 

  • Networking opportunities 

  • Credit Union 

  • Generous Pension 

  • Access to staff well-being programmes 

  • Generous parental leave entitlements 

  • Strong values-based and inclusive culture  

  • Strong commitment to diversity, equity and inclusion  

  • Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted 

  

 

Salary 

 

€69,500 - €81,500 depending on experience. 

 
 

Closing Date 

 

23rd Dec 2024

 

 

 

 

Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie 

 

If you have any queries in relation to this job, please contact recruitment@esb.ie  

 

Your application will be held in reserve for 6 months should you be suitable for the role. 

 

 

  

Apply now »