Lead, Customer Care & Billing Functional
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Key skills for this role
About the Role
TAQA Distribution seeks a Lead to own the strategic evolution and governance of its Oracle CC&B customer care and billing ecosystem. The role combines business partnership, functional solution design, and platform innovation to drive customer experience transformation and operational excellence.
Key Skills for This Role
Responsibilities
- Own and maintain the Customer Care & Billing technology roadmap aligned to TAQA's customer experience and digital transformation objectives.
- Translate business strategy into platform capabilities, investment priorities and enhancement initiatives.
- Drive modernization initiatives including self service, automation, AI enabled customer engagement and digital channels.
- Identify opportunities to improve billing accuracy, customer satisfaction and operational efficiency.
- Serve as trusted advisor to Customer Service, Billing, Revenue Assurance, Commercial and Operations leadership.
- Lead strategic workshops and business process redesign initiatives.
- Establish governance frameworks covering demand management, prioritization, release planning and benefits tracking.
- Define KPIs and monitor adoption, service quality, revenue protection and customer outcomes.
- Lead functional design, configuration and enhancement of Oracle CC&B.
- Oversee customer care, billing, metering, collections, payments and revenue management processes.
Requirements
- Bachelor's degree in Information Technology or equivalent
- 6 years of relevant working experience
- Experience with Oracle CC&B or similar customer care and billing platforms
- Master's degree in Information Technology or equivalent (desired)
- 9 years of relevant working experience (desired)
Full Job Posting
Job Summary
- Lead the strategic evolution, governance, optimization and business value realization of TAQA Distribution’s Customer Care & Billing ecosystem centered on Oracle CC&B.
- Act as the primary business facing authority for customer service and billing platforms, partnering with business leaders to drive customer experience transformation, revenue assurance, operational excellence, regulatory compliance, digitalization initiatives and platform innovation.
General Responsibilities
- Ensure compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy.
- Ensure that all reports are completed timely and comply with the business policies and standards.
- Manage the preparation of periodical management reports and progress reports to keep the business senior management informed.
Job Specific Responsibilities
- Own and maintain the Customer Care & Billing technology roadmap aligned to TAQA’s customer experience and digital transformation objectives.
- Translate business strategy into platform capabilities, investment priorities and enhancement initiatives.
- Drive modernization initiatives including self service, automation, AI enabled customer engagement and digital channels.
- Identify opportunities to improve billing accuracy, customer satisfaction and operational efficiency.
- Serve as trusted advisor to Customer Service, Billing, Revenue Assurance, Commercial and Operations leadership.
- Lead strategic workshops and business process redesign initiatives.
- Influence decision making through business cases, value assessments and platform recommendations.
- Manage senior stakeholder expectations and priorities.
- Establish governance frameworks covering demand management, prioritization, release planning and benefits tracking.
- Define KPIs and monitor adoption, service quality, revenue protection and customer outcomes.
- Ensure compliance with enterprise architecture, cybersecurity and regulatory requirements.
- Lead functional design, configuration and enhancement of Oracle CC&B.
Essential Requirements
- Bachelor’s degree in Information Technology or equivalent
- 6 years of relevant working experience
Desired Requirements
- Master’s degree in Information Technology or equivalent
- 9 years of relevant working experience
HSE, Security, and Risk Protocols
- The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company.
- Taking reasonable care of their own health, safety, and security.
- Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
- Co operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
- Report to their immediate line manager any situation which they could present a risk, hazard, or issue to an individual or the company.
- Report all HSE and security incidents and work related injuries.
- Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.
People Management Responsibilities
- Actively participate in continuous improvement and professional development activities.
- Engage in talent development programs aimed at enhancing skills and supporting career progression.
- Uphold and promote the organization's values within the team.
- Support informed decision making within the team.
- Contribute to clear and effective communication, ensuring alignment with organizational objectives.
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