Lead, Customer Care & Billing Functional

Job summary:

Lead the strategic evolution, governance, optimization and business value realization of TAQA Distribution’s Customer Care & Billing ecosystem centered on Oracle CC&B. Act as the primary business-facing authority for customer service and billing platforms, partnering with business leaders to drive customer experience transformation, revenue assurance, operational excellence, regulatory compliance, digitalization initiatives and platform innovation. The role combines strategic roadmap ownership, stakeholder leadership, functional solution design, governance, vendor management and continuous improvement to maximize business outcomes

General Responsibilities:

• Policy, Procedures, Process and Systems
• Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
• Reporting
• Ensure that all reports are completed timely and comply with the business policies and standards.
• Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
• Comply with organization’s requirements in a timely manner.

Job Specific Responsibilities:

CRM / CC&B Strategy & Transformation

• Own and maintain the Customer Care & Billing technology roadmap aligned to TAQA’s customer experience and digital transformation objectives.
• Translate business strategy into platform capabilities, investment priorities and enhancement initiatives.
• Drive modernization initiatives including self-service, automation, AI-enabled customer engagement and digital channels.
• Identify opportunities to improve billing accuracy, customer satisfaction and operational efficiency.

Business Partnership & Stakeholder Management

• Serve as trusted advisor to Customer Service, Billing, Revenue Assurance, Commercial and Operations leadership.
• Lead strategic workshops and business process redesign initiatives.
• Influence decision-making through business cases, value assessments and platform recommendations.
• Manage senior stakeholder expectations and priorities.

Platform Governance & Value Realization

• Establish governance frameworks covering demand management, prioritization, release planning and benefits tracking.
• Define KPIs and monitor adoption, service quality, revenue protection and customer outcomes.
• Ensure compliance with enterprise architecture, cybersecurity and regulatory requirements.

Functional Leadership – Oracle CC&B

• Lead functional design, configuration and enhancement of Oracle CC&B.
• Oversee customer care, billing, metering, collections, payments and revenue management processes.
• Support integrations across CIS, CRM, ERP, digital channels and enterprise platforms.
• Drive testing, deployment and production support excellence.

HSE, Security, and Risk Protocols:

• The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:
• Taking reasonable care of their own health, safety, and security.
• Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
• Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
• Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.
• Report all HSE and security incidents and work-related injuries.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.

People Management Responsibilities:

• Leadership
• Actively participate in continuous improvement and professional development activities. Support decisions made with integrity and transparency, always aligning with the entity's goals.
• Talent Management
• Engage in talent development programs aimed at enhancing skills and supporting career progression. Contribute to a team culture that is connected to the organization's larger purpose.
• Culture
• Uphold and promote the organization's values within the team. Foster a collaborative and innovative work environment through active participation and support.
• Communication
• Support informed decision-making within the team. Contribute to clear and effective communication, ensuring alignment with organizational objectives and facilitating smooth information flow up and down the chain.

Essential Requirements

• Bachelor’s degree in Information Technology or equivalent
• 6 years of relevant working experience

Desired Requirements

• Master’s degree in Information Technology or equivalent
• 9 years of relevant working experience