Sutherland
Telecommunications
UtilitiesExceptionProcessingAssociateManager
Neural analysis suggests this role is
optimal for mid candidates.
“Utilities Exception Processing Associate Manager at Sutherland. Skills: utilities exception processing, process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. managing end-to-end utilities exception processing services. operational oversight across utilities service transfers, terminations, provider coordination, billing discrepancy resolution, and payments on behalf of failed sublessors”
What You'll Achieve.
SLA adherence; compliance; continuous improvement; documentation accuracy; maintenance of audit trails; risk mitigation
Industry & Context.
analytical and problem-solving abilities; billing discrepancy resolution
6-Month Contract Position
What They're Looking For.
Must Have
Bachelor's degree in Finance, Accounting, Business Administration, or related field, 5+ years of experience in utilities operations, exception processing, or related functions, Minimum 2 years of experience in a Team Lead or supervisory role, Must be able to work onsite in Chesapeake, VA AND be open to a 6-month contract position
Nice to Have
Experience in BPO or Shared Services environment preferred, Exposure to real estate, lease management, utilities billing, or vendor management is a advantage
What You'll Do.
managing end-to-end utilities exception processing services
operational oversight across utilities service transfers
provider coordination
billing discrepancy resolution
and payments on behalf of failed sublessors
primary escalation and governance point
ensuring SLA adherence
and continuous improvement
Manage utilities exception processing services
Oversee utilities service terminations and transfers including validation
and final bill reconciliation
Manage utilities billing discrepancy resolution including CAM and shared cost allocations
Oversee payments on behalf of failed or defaulting sublessors in coordination with legal teams
documentation accuracy
and maintenance of audit trails
Handle escalations related to service disruptions
Support Phase 1 process documentation
and knowledge base creation
Prepare and review weekly
and quarterly performance reports
Drive process improvements
risk mitigation initiatives
and automation opportunities
Support client governance forums
and transition activities
How You'll Work.
Team & Collaboration
Act as primary liaison with utility providers, landlords, third-party bill payers, and sublease tenants; Ability to work across time zones and manage cross-functional dependencies
Communication Scope
Excellent written and verbal communication skills
Full Job Description
Sutherland is seeking a Utilities Exception Processing Associate Manager who will be responsible for managing end-to-end utilities exception processing services. The role combines operational oversight across utilities service transfers, terminations, provider coordination, billing discrepancy resolution, and payments on behalf of failed sublessors. The role acts as the primary escalation and governance point, ensuring SLA adherence, compliance, and continuous improvement. NOTE, THIS IS AN ONSITE, 6-MONTH CONTRACT POSITION Key Responsibilities * Manage utilities exception processing services * Oversee utilities service terminations and transfers including validation, documentation, and final bill reconciliation * Act as primary liaison with utility providers, landlords, third-party bill payers, and sublease tenants * Manage utilities billing discrepancy resolution including CAM and shared cost allocations * Oversee payments on behalf of failed or defaulting sublessors in coordination with legal teams * Ensure SOP adherence, documentation accuracy, and maintenance of audit trails * Handle escalations related to service disruptions, disputes, and compliance risks * Support Phase 1 process documentation, SOP development, and knowledge base creation * Monitor SLAs, KPIs, exception volumes, and case aging * Prepare and review weekly, monthly, and quarterly performance reports * Drive process improvements, risk mitigation initiatives, and automation opportunities * Support client governance forums, business reviews, and transition activities ## Qualifications * Bachelor’s degree in Finance, Accounting, Business Administration, or related field * 5+ years of experience in utilities operations, exception processing, or related functions * Minimum 2 years of experience in a Team Lead or supervisory role * Experience in BPO or Shared Services environment preferred * Exposure to real estate, lease management, utilities billing, or vendor management is a strong advantage * Must
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