Interim Process Lead

Essential duties

• Supervise and lead a team of Meter Reading associates to 
ensure accurate and timely processing of meter readings. 
• Provide coaching, mentoring, and performance feedback to team 
members. 
• Monitor attendance, compliance, and adherence to company 
policies and SOPs. 
• Ensure all meter reading requests are processed within agreed 
timelines and quality standards. 
• Enforce adherence to standard operating procedures (SOPs) and 
data privacy guidelines. 
• Conduct regular audits and quality checks to minimize errors and 
maintain service excellence. 
• Investigate discrepancies and implement corrective actions to 
prevent recurrence. 
• Prepare daily, weekly, and monthly reports on meter reading 
performance and productivity. 
• Analyse trends and identify areas for process improvement. 
• Act as the primary point of contact for escalations related to meter 
reading processes. 
• Coordinate with internal teams and external clients to resolve 
issues promptly. 
• Communicate updates, changes, and best practices to the team 
effectively. 
• Identify opportunities to streamline processes and enhance 
automation. 
• Participate in projects aimed at improving accuracy, turnaround 
time, and customer satisfaction.

• Support training initiatives for new hires and existing team 
members. 
 
Primary Job Functions: 

• Oversee daily operations of the meter reading process to ensure 
accuracy and timeliness. 
• Manage and monitor the Meter Reading mailbox for incoming 
requests and inquiries. 
• Supervise and guide team members, providing coaching and support for performance improvement. 
• Ensure compliance with Standard Operating Procedures (SOPs) 
and data privacy regulations. 
• Conduct quality checks and audits to maintain high service 
standards. 
• Prepare and submit operational reports on productivity, accuracy, 
and turnaround times. 
• Handle escalations and resolve issues related to meter reading 
processes promptly. 
• Collaborate with internal teams and stakeholders to address 
process gaps and implement solutions. 
• Drive continuous improvement initiatives to enhance efficiency and 
reduce errors. 

Qualifications

• Bachelor’s / College Degree in finance or any related discipline. 
• At least 5 years of working experience in the related field and 2 
years’ experience in collection team. 
• Excellent system and process knowledge  
• Excellent customer service and communications skills  
• High level of accuracy, superior attention to detail and a strong 
work ethic  
• Intermediate MS Excel skills; able to confidently use and 
manipulate VLookUp, Xlook up, concatenate formula  
• Excellent time management and prioritisation skills  
• Ability to work independently and as part of a wider team 
• Well across all Meter Reading processes including adhoc taks 
and reports. 
• Knowledge with Salesforce and CDSS is an advantage. 
• Experience on supporting Australian customers is preferred but 
not required.