Primary Objective:
1.Lead the Billing, Hardship and Customer Resolutions functions to deliver customer, commercial and regulatory outcomes.
2.Oversee billing operations, customer account investigations, disputes, complaint management and remediation activities.
3.Lead Jacana Energy's Hardship Program, ensuring the delivery of customer support initiatives in line with regulatory obligations and best-practice customer care principles.
4.Manage complex customer escalations, including Ombudsman, Ministerial, Executive and regulatory matters.
5.Drive strategic initiatives to improve billing accuracy, customer outcomes, operational performance and service excellence.
6.Identify and mitigate operational, regulatory, financial and reputational risks impacting customers and the organisation.
7.Ensure compliance with relevant legislation, regulatory frameworks, customer protection obligations and organisational policies.
8.Lead continuous improvement initiatives, including process optimisation, system enhancements and business transformation activities.
9.Manage operational resources, performance outcomes and financial impacts associated with billing adjustments, customer remediation and hardship programs.
10.Lead, coach and develop a high-performing team while fostering a culture of accountability, innovation, collaboration and customer advocacy.
