Market Operations Coordinator

Success Profile Market Operations Co-Ordinator, Commercial Role Purpose Why the role exists? The Market Operations coordinator role aims to deliver excellent experiences to our retail commercial and industrial customers by effectively managing our Market Operations function. The role manages SmartestEnergy’s operational functions from customer onboarding, billing, credit & debit management, market interactions, metering services, and market settlements. This role requires interaction with our customers, IT, project teams, multiple market participants and our outsourced billing and back-office business partner. As a start-up, you will also be involved in establishing the foundation for SmartestEnergy’s retail business in Australia. This will include developing a strategic approach to customer operations, policies, procedures, and processes, helping develop the framework for our new retail systems, continuous improvements and establishing and negotiating agreements with crucial industry parties. Key Responsibilities What the person will do? Our Market Operations functions include the following. • Retail Customer Onboarding - Successfully manage the smooth onboarding of our customers by effectively managing market interactions, including data accuracy and validation, B2B transfers, metering installations etc. • Billing - Delivery of timely and accurate invoicing on a monthly with third-party billing and back-office partner and ensuring accounts are managed throughout the month to deliver on agreed KPIs.’ • Market Interactions - Effective management of B2B interactions and Change Requests generated through the market liaising with our third-party billing and back-office support partner to deliver timely responses within regulated timeframes. • Metering and Network Reconciliations - Management, reconciliation and payment of networking billing to comply with regulated schedules. • Payment Allocations - Reconcile customer payments and allocations accounts as per customer remittances, including managing over and underpayments etc.; • Third-party Relationships - Management of multiple third parties involved in effectively delivering Customer and Market Operations, including (but limited to) other energy retailers, regulators, metering providers, energy networks; energy brokers and consultants; • Query Resolutions - Establish an effective relationship with our outsourced bill and back office partner and work with the team daily to resolve issues and exceptions; • Regulatory Compliance - Ensure customer operation services are delivered to comply with industry legal and regulatory obligations • Subject Matter Expertise - Supply additional projects/responsibilities outside the normal work scope when required. Performance Indicators How is success measured? • Deliver the Operations Team KPIs that include: • Completion of Bill Run in a timely and accurate manner • Employee Satisfaction through employee Net Promoter Score KPIs • Customer and Broker Satisfaction through NPS KPI Market Operations Co-Ordinator Experience What the person has done? • At least 2+ years’ experience in an operations function and team, ideally in the retail energy industry, either in the residential or commercial and industrial markets; • Experience utilising an invoicing or billing system. • An understanding of MSATS, CATS and B2B transactions a plus • Knowledge of Australian energy industry B2B, network and metering markets etc; • Highly experienced in managing and influencing internal and external stakeholders; • Experience in successfully dealing with or managing change (preferred); • Track record in developing and managing solid cross-business relationships (preferred). KNOWLEDGE What the person knows? • Ideally, have detailed knowledge and understanding of the retail energy residential and commercial and industrial markets; • Knowledge of Australian energy industry B2B, network and metering markets etc; • A general understanding of the legal, regulatory and compliance requirements of the retail energy business; and • An appreciation of a start-up business culture. Personal Attributes Who the person is? • You thrive in an environment where customers’ expectations are met and exceeded. • You’re: o never satisfied with the status quo. o passionate about delivering new, innovative experiences for customers. o a problem-solver seeking the best outcome for the customer and business. o a self-starter, positive, and an eagerness to learn. o driven to exceed targets in a fast-paced environment; and o willing to get involved and get the job done.