Consumer Billing Operations Manager

The Opportunity

Are you ready to lead billing operations across telecommunications and energy products in a business that keeps Australia connected? Vocus is looking for a Consumer Billing Operations Manager to lead end-to-end billing performance across Australia and Manila, strengthen revenue assurance, and deliver accurate, timely and compliant billing outcomes for our customers.

As the Consumer Billing Operations Manager, you will drive billing excellence across consumer telecommunications and energy portfolios, including oversight of network and metering settlements within the National Electricity Market. You will lead engaged teams, improve customer billing experiences, reduce revenue leakage, and partner across the business to deliver continuous improvement across people, processes and systems.

What you’ll be doing

• Lead and develop high-performing billing operations teams across Australia and Manila, including leaders and specialist roles.
• Deliver the Billing Operations plan and key performance outcomes across timeliness, completeness, accuracy, customer effort, eNPS and revenue assurance.
• Oversee billing operations across consumer telecommunications and energy products, including exceptions management, concessions execution, network settlements and metering data.
• Drive improvements in billing platforms, Straight Through Processing, revenue recognition and operational efficiency.
• Act as the central interface between Vocus Australia and Manila operations to safeguard service performance and customer outcomes.
• Ensure regulatory and code obligations are met across relevant bodies, including AER, ESC, AEMO and ACCC requirements.
• Prepare and deliver monthly business reviews with data-driven insights, executive summaries and actionable improvement initiatives.
• Partner with Finance, Consumer leadership, Product, Marketing, Sales, Service, Activations, Change and Capability teams to align billing services with broader business strategy.
• Coach, mentor and develop team members, embedding strong performance practices and a culture aligned to Vocus values.
• Identify operational risks, system issues and improvement opportunities, escalating and resolving matters within appropriate timeframes.

What you’ll bring

• Demonstrated experience leading billing teams in a telecommunications, energy or similarly complex operational environment.
• Strong knowledge of billing operations, pricing, network billing, metering processes, settlements and exception management.
• Experience managing service delivery in a BPO or outsourced operations environment.
• Proven leadership experience managing large teams, budgets, performance reporting and other people leaders.
• Commercial and financial acumen, including budget management and understanding of key value drivers.
• Strong analytical capability and experience using performance insights to drive continuous improvement.
• Experience managing organisational and people change in a fast-moving and ambiguous environment.
• Excellent stakeholder management, communication, planning and decision-making skills.
• Experience with Gentrack and Salesforce would be highly regarded.
• Six or more years’ experience in senior operational management, ideally with exposure to reporting, analytics and outsourcing operations.