Senior Manager Billing & Provisioning

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia’s fastest growing energy retailers (Tango Energy). We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

Forming part of the Retail Extended Leadership Team, the Senior Manager Billing & Provisioning is responsible for leading the delivery and optimisation of key operational functions across Billing, Provisioning and Revenue Assurance. The role is accountable for ensuring efficient, compliant and customer-focused operations while driving improvements across the meter-to-cash process to support revenue collection, billing accuracy and customer growth. Working closely with Technology partners, vendors and cross-functional stakeholders, the role leads system optimisation, automation initiatives and operational transformation to improve business performance and customer outcomes. As a senior leader within the Retail business, the position contributes to strategic planning, commercial performance and the achievement of key customer and operational objectives.

This is a full-time permanent role located in Melbourne.

The role is primarily responsible for but not limited to:

• Lead the Billing, Provisioning and Revenue Assurance functions, ensuring the delivery of efficient, compliant and customer-focused operations.
• Drive performance across the meter-to-cash process, improving billing accuracy, reducing unbilled revenue and supporting cash collection outcomes.
• Act as Business Owner for key billing and provisioning platforms, partnering with Technology teams to optimise systems, enhance capabilities and increase automation.
• Lead and manage outsourced service providers, ensuring contractual commitments, service levels and productivity targets are achieved.
• Identify and implement process improvements, operational efficiencies and business controls to support business growth and operational excellence.
• Collaborate with internal stakeholders to deliver strategic initiatives, improve customer outcomes and support the achievement of Retail business objectives.
• Manage operational budgets, vendor relationships and business cases to deliver strong commercial outcomes and cost-effective operations.
• Lead, develop and mentor teams while fostering a culture of accountability, continuous improvement and high performance.

Knowledge and Experience

• Tertiary qualifications preferably at a post graduate level (eg MBA).
• Experience in development of best practice customer operations teams and processes.
• Experience in mass market customer service and billing systems.
• Relevant energy sector experience is essential.
• Demonstrated ability to work in an agile and dynamic business culture.
• Experience in team development and proven leadership capability.
• Ability to clearly prioritise internal and external business initiatives and business process improvements projects.
• Willing to accept responsibility, foster accountability and lead by example.
• Track record of high performance against key metrics for cost to serve, staff culture and engagement and indicators of customer service customer retention and complaint metrics in addition to financial outcomes.
• Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service management.
• Direct responsibility for customer operations business development and delivery to budget.
• Experience as a team leader and member in managing service level agreements with external suppliers.
• Experience in working within a regulatory environment and dealing diplomatically at the bureaucratic/government interface to influence the achievement of company objectives.
• Has exceptional verbal, written and interpersonal communication skills to enable effective communication across all levels and to a wide range of stakeholders.

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.