Utilities Exception Processing Associate Manager

Job Description

Sutherland is seeking a Utilities Escalation Management Lead 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***

Job Summary

The Utilities Escalation Management Lead is responsible for managing complex utility exceptions across the client’s real estate portfolio, including service transfers and terminations, dark stores, subleases, billing discrepancies, and utility-provider escalations.

This role will support the initial transition in Chesapeake, establish clear processes and controls, and work closely with offshore team members to enable consistent, high-quality service delivery.

Key Responsibilities:

Utilities Exception Management

• Manage and resolve escalated utility cases involving electricity, water, gas, and related services.
• Coordinate service setup, transfers, and terminations for store closures, dark stores, new locations, and subleases.
• Work directly with utility providers, landlords, tenants, third-party bill payers, and internal stakeholders to prevent service gaps and financial exposure.
• Review lease and account documentation to confirm responsibilities, deadlines, approvals, and required actions.

Billing, Risk & Controls

• Investigate billing discrepancies, disputed charges, account ownership issues, and missed or duplicate payments.
• Maintain complete case documentation, audit trails, approvals, and evidence of resolution.
• Escalate legal, financial, or policy decisions to the appropriate client stakeholders.
• Monitor case aging, recurring issues, service risks, and critical exceptions.

Transition & Offshore Team Support

• Document current-state processes and create practical SOPs, decision trees, templates, and knowledge materials.
• Train and support offshore team members through knowledge transfer, case reviews, and ongoing coaching.
• Serve as the primary onshore escalation point and strengthen communication between the clients’ stakeholders and offshore operations.
• Help establish service levels, reporting routines, quality checks, and workload priorities.

Continuous Improvement & Reporting

• Identify process gaps, root causes, and opportunities to simplify or automate utilities exception handling.
• Provide weekly updates on volumes, aging, critical escalations, risks, and resolution progress.
• Recommend improvements that increase accuracy, speed, accountability, and offshore delivery effectiveness

Qualifications

• Bachelor’s degree in Business, Finance, Real Estate, Operations, or a related field, or equivalent experience.
• 5 years of experience in utilities, facilities, real estate operations, lease administration, accounts payable, shared services, or exception management.
• Experience resolving complex operational cases involving multiple internal and external parties.
• Demonstrated ability to create process documentation and work effectively with offshore or remote teams.
• Strong analytical, organizational, communication, and stakeholder-management skills.
• Ability to travel regularly to Chesapeake, Virginia during the first six months of the role.
• Preferred
• Experience in retail or another large, multi-location organization.
• Knowledge of utility billing, service transfers, commercial leases, subleases, or third-party bill-payment processes.
• Experience with BPO transitions, shared services, operational reporting, or continuous improvement.

• Key Competencies
• Escalation Management & Problem Solving
• Utilities and Real Estate Operations
• Offshore Team Collaboration
• Process Documentation & Knowledge Transfer
• Operational Controls & Risk Management
• Cross-Functional Communication
• Continuous Improvement