Job Description:
Sutherland is seeking a Utilities Exception Processing Associate Manager who will be responsible for managing end-to-end utilities exception processing services. The role combines operational oversight across utilities service transfers, terminations, provider coordination, billing discrepancy resolution, and payments on behalf of failed sublessors. The role acts as the primary escalation and governance point, ensuring SLA adherence, compliance, and continuous improvement.
***NOTE, THIS IS AN ONSITE, 6-MONTH CONTRACT POSITION***
Key Responsibilities
- Manage utilities exception processing services
- Oversee utilities service terminations and transfers including validation, documentation, and final bill reconciliation
- Act as primary liaison with utility providers, landlords, third-party bill payers, and sublease tenants
- Manage utilities billing discrepancy resolution including CAM and shared cost allocations
- Oversee payments on behalf of failed or defaulting sublessors in coordination with legal teams
- Ensure SOP adherence, documentation accuracy, and maintenance of audit trails
- Handle escalations related to service disruptions, disputes, and compliance risks
- Support Phase 1 process documentation, SOP development, and knowledge base creation
- Monitor SLAs, KPIs, exception volumes, and case aging
- Prepare and review weekly, monthly, and quarterly performance reports
- Drive process improvements, risk mitigation initiatives, and automation opportunities
- Support client governance forums, business reviews, and transition activities
Qualifications:
- Bachelor’s degree in Finance, Accounting, Business Administration, or related field
- 5+ years of experience in utilities operations, exception processing, or related functions
- Minimum 2 years of experience in a Team Lead or supervisory role
- Experience in BPO or Shared Services environment preferred
- Exposure to real estate, lease management, utilities billing, or vendor management is a strong advantage
- Must be able to work onsite in Chesapeake, VA AND be open to a 6-month contract position
Skills and Competencies:
- Strong people management and stakeholder management skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Experience managing escalations and regulatory-sensitive processes
- Good understanding of utilities billing, documentation, and compliance requirements
- Advanced MS Excel and reporting expertise
- Ability to work across time zones and manage cross-functional dependencies
Additional Information:
All your information will be kept confidential according to EEO guidelines.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
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