Job Group Manager - Commercial & Industrial Operations, Melbourne

Our client is one of Australia's largest energy retailers with substantial commercial and industrial (C&I) customer portfolios. They are seeking an experienced Group Manager - Commercial & Industrial Operations to lead their C&I retail electricity operations, ensuring excellence in systems, processes, and people to support scalable, compliant, and customer-focused growth.

This is a senior leadership role responsible for all aspects of C&I retail electricity operations including customer onboarding, billing, settlements, meter data management, compliance, and customer operations. You will build scalable operational frameworks that support business growth whilst maintaining high customer satisfaction and regulatory compliance.

As Group Manager - Commercial & Industrial Operations, you will lead operational teams, implement technology solutions, and establish operational excellence that positions the C&I business for sustained growth and profitability.

Key Responsibilities

Operational Leadership & Strategy

• Lead all C&I retail electricity operations including onboarding, billing, settlements, and customer operations
• Develop and execute operational strategy that supports business growth targets and customer satisfaction
• Build scalable operational frameworks, processes, and systems that enable expansion
• Drive operational excellence through continuous improvement, automation, and innovation
• Establish operational KPIs, performance metrics, and reporting frameworks
• Partner with commercial, sales, and executive teams to align operations with business strategy

Customer Operations & Service Delivery

• Oversee C&I customer onboarding processes including site setup, meter configuration, and account establishment
• Manage customer billing operations ensuring accurate, timely, and transparent billing
• Lead customer service operations including query resolution, billing disputes, and account management
• Establish customer-focused operational processes that deliver exceptional service experiences
• Implement proactive customer communication frameworks for billing, usage, and market changes
• Drive customer satisfaction through operational excellence and service quality

Billing & Settlements Operations

• Oversee billing operations for C&I customers including complex tariff structures and multi-site portfolios
• Manage NEM settlements processes including AEMO settlements, network charges, and cost allocations
• Ensure accurate meter data management, validation, and billing reconciliation
• Lead billing system configuration, tariff setup, and rate management
• Manage billing disputes, adjustments, and customer billing inquiries
• Establish financial controls and reconciliation processes for billing accuracy

Compliance & Risk Management

• Ensure full compliance with retail electricity regulations, NEM rules, and regulatory obligations
• Manage customer transfer processes, cooling-off rights, and consumer protection requirements
• Oversee credit management, payment arrangements, and hardship processes
• Ensure compliance with metering requirements, data obligations, and market procedures
• Manage regulatory reporting, audits, and compliance reviews
• Establish risk management frameworks for operational, compliance, and customer risks

Systems & Technology

• Lead implementation and optimisation of C&I operational systems including CRM, billing, and settlements platforms
• Drive digital transformation and automation of operational processes
• Partner with IT and technology teams on system implementations, integrations, and enhancements
• Establish data governance, system controls, and quality assurance processes
• Champion technology solutions that improve efficiency, accuracy, and scalability
• Manage system vendors, service providers, and technology partnerships

Process Improvement & Efficiency

• Drive continuous improvement initiatives across all operational functions
• Identify and eliminate operational inefficiencies, bottlenecks, and manual processes
• Implement lean methodologies, process automation, and workflow optimisation
• Establish standard operating procedures, documentation, and training materials
• Measure operational performance and drive improvements in efficiency and quality
• Build a culture of continuous improvement and operational excellence

Team Leadership & Development

• Build, lead, and develop high-performing operational teams across billing, settlements, and customer operations
• Recruit, develop, and retain operational talent to support business growth
• Establish clear roles, responsibilities, and performance expectations
• Provide coaching, mentorship, and professional development opportunities
• Foster collaborative, customer-focused, and performance-driven team culture
• Manage team capacity planning, workload allocation, and resource optimisation

Stakeholder Management

• Partner with sales and commercial teams to support customer acquisition and retention
• Collaborate with finance teams on revenue recognition, cash flow, and financial reporting
• Engage with AEMO, networks, and market participants on operational matters
• Build relationships with technology vendors, service providers, and industry partners
• Represent operations in executive forums and strategic planning processes
• Communicate operational performance, risks, and opportunities to senior leadership

About You Essential Requirements

Education & Experience:

• Bachelor's degree in Business, Commerce, Engineering, or related discipline
• 10-12+ years of experience in electricity retail operations, energy markets, or utility operations
• Minimum 5+ years in senior leadership roles managing operational teams and functions
• Deep experience with C&I electricity retail operations including billing, settlements, and customer operations
• Proven track record managing complex operations in regulated environments
• Strong understanding of NEM operations, retail regulations, and compliance requirements

Operational Expertise:

• Comprehensive understanding of electricity retail operations including customer lifecycle, billing, and settlements
• Deep knowledge of NEM settlements, meter data management, and regulatory compliance
• Experience with retail electricity systems including CRM, billing systems, and settlements platforms
• Strong understanding of C&I customer needs, complex tariff structures, and multi-site operations
• Knowledge of retail electricity regulations, consumer protections, and market obligations
• Experience driving process improvement, automation, and operational efficiency

Leadership & Management:

• Proven leadership capabilities with ability to build, inspire, and develop high-performing teams
• Strong change management skills with experience transforming operations and implementing new systems
• Strategic thinking with ability to develop operational strategies that support business growth
• Experience managing cross-functional initiatives and stakeholder relationships
• Capability to balance operational excellence with business growth objectives
• Track record of building scalable operations and processes

Commercial & Strategic:

• Strong commercial acumen with understanding of C&I business models and customer economics
• Ability to partner with sales and commercial teams to support business objectives
• Understanding of financial impacts of operational decisions on margin, cash flow, and profitability
• Strategic mindset with ability to connect operational excellence to business outcomes
• Customer-focused approach with commitment to service quality and satisfaction

Communication & Stakeholder Management:

• Excellent communication and presentation skills with ability to influence senior stakeholders
• Strong relationship-building skills with internal teams, customers, and external partners
• Ability to translate operational complexity into clear business insights
• Collaborative approach to working across commercial, finance, technology, and compliance functions
• Experience engaging with regulators, AEMO, and industry participants

Highly Regarded

• Experience within major energy retailers or utilities
• Knowledge of Victorian energy market structures and regulatory frameworks
• Experience implementing billing or CRM systems (SAP IS-U, Salesforce Energy & Utilities, Gentrack, etc.)
• Understanding of C&I energy solutions including renewables, demand management, and power purchase agreements
• MBA or postgraduate qualification in business, operations, or related field
• Experience with Six Sigma, Lean, or other process improvement methodologies
• Background in operational transformation or change management

What's on Offer

• Executive remuneration package with performance incentives
• Senior leadership opportunity within one of Australia's largest energy retailers
• High-impact role managing substantial C&I customer portfolio
• Opportunity to drive operational transformation and excellence
• Comprehensive benefits including health insurance and superannuation
• Career progression opportunities within a major energy company
• Collaborative executive team and established company culture
• Flexible working arrangements
• Direct impact on business performance and customer satisfaction

To apply, please submit your CV and a covering letter outlining your operational leadership experience and motivation for the role. In your covering letter, please address:

• Your experience leading C&I retail electricity operations or similar utility operations
• Examples of operational transformations or improvements you have delivered
• Your approach to building high-performing operational teams
• Your understanding of C&I electricity retail challenges and opportunities
• Your vision for operational excellence in a large-scale energy retail environment

For inquiries, contact:

Ivan Pignataro | Director
D'Arcy Weil
E: Write to the company T: +61 3 9999 7409 M: 0416 507 856

Only candidates with Australian working rights will be considered.