Description:
About the role
We are seeking a dedicated and experienced professional to manage the timely resolution of customer billing exceptions, ensuring the accurate delivery of bills. In this role, you will lead a team responsible for overseeing all aspects of the delivery of exception resolution contract(s).
Your expertise will be crucial in providing valuable input for the enhancement and defect resolution of SAP modules, particularly ISU and BDex. You will also be responsible for monitoring, managing, and reporting on both team and contractor performance, ensuring compliance with contractual standards.
Key responsibilities
- Contract Management : Oversee and manage contracts related to resolving exceptions within SAP's customer relationship and billing systems, ensuring timely and accurate resolutions.
- Financial Management : Manage an annual budget of approximately $5 million, primarily focused on external contractor costs. You will ensure all expenditures are in line with contract conditions and company financial policies.
- Business Management : Monitor both internal and external IT systems to ensure data quality meets contract requirements and business objectives.
- System Accountability : Manage the interface between external contractors’ information systems and our organisation, ensuring the successful delivery of exception resolution services and quality assurance.
- Innovation : Regularly evaluate and suggest improvements to systems and processes, focusing on increasing efficiency and effectiveness in exception resolution.
- Process Accountability : Lead the development and maintenance of exception resolution procedures related to customer, meter, and property master data, as well as device management, billing, finance, and business customer services.
About you
- Qualifications : Relevant tertiary qualifications and/or significant experience in contract management and SAP Customer Relationship and Billing (CR&B) systems.
- Expertise : A strong understanding of SAP CR&B exception resolution procedures, with a proven track record of success.
- Analytical & Reporting Skills : Strong capabilities in contract performance monitoring, forecasting, and analytical problem-solving, with the ability to use information systems effectively.
- Communication & Conflict Resolution : Excellent verbal and written communication skills, with the ability to resolve conflicts and navigate complex situations effectively.
- Risk & Budget Management : Experience in conducting risk assessments, understanding budgetary processes, and preparing detailed business submissions.
- Leadership & Change Management : High-level coaching, mentoring, and team management skills, including experience leading teams through periods of change.
Dive into Our Great Benefits:
Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.
Closing date: Friday 21 st March 2025 at 11:59pm
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.
For any further information please contact jodie.gray@sydneywater.com.au
Working at Sydney Water
At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.
Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.
We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.
Please see the job description for the role’s full accountabilities.