We are seeking a highly capable and detail-oriented Senior Manager - Revenue Operations to lead and manage end-to-end Revenue Operations including Billing, Collections, and Customer Service for a District Cooling Billing and Collection company. The role ensures accurate and timely invoicing, efficient revenue collection, compliance with RSB regulatory requirements, and delivery of high-quality customer service to both B2B and B2C clients. The position supports financial sustainability, regulatory compliance, and enhanced customer satisfaction through optimized systems, controls, and service delivery.
Key Responsibilities
- Policy, Procedures, Process and Systems
- Implement the operational strategy in compliance with the delegation of authority policy.
- Ensure adherence to the organization's policies, systems, processes, procedures, and controls so that all relevant procedural and regulatory requirements are fulfilled while delivering quality, cost-effective, and consistent services.
- Ensure compliance with RSB regulations, guidelines, and reporting requirements applicable to district cooling billing, collections, and customer service operations.
- Continuously review and improve revenue operations processes, systems, and internal controls to enhance efficiency, transparency, and customer experience.
Reporting
- Ensure all operational and regulatory reports are completed accurately and on time in line with organizational and RSB requirements.
- Oversee the preparation of periodic management and performance reports covering billing accuracy, revenue realization, collections performance, aging, disputes, and customer service KPIs.
- Provide insights and recommendations to senior management to support informed decision-making and operational improvements.
- Ensure timely submission of organizational and regulatory reporting requirements.
Billing Operations
- Oversee the complete billing cycle, including invoice generation based on consumption data, contract terms, and approved tariff structures.
- Ensure accurate application of district cooling tariffs in line with regulatory approvals and customer agreements.
- Coordinate with metering, technical, and IT teams to obtain validated consumption data for billing.
- Review and approve billing outputs to ensure accuracy of meter readings, tariff application, adjustments, and applicable charges.
Collections & Accounts Receivable Management
- Lead the collection strategy and oversee the full accounts receivable lifecycle, ensuring timely payment realization and reduction in overdue balances.
- Monitor receivables aging, identify high-risk accounts, and implement targeted recovery plans.
- Review and escalate cases involving major defaulters, bulk users, and complex accounts, recommending legal action or structured payment solutions where required.
- Ensure proper provisioning and management of bad debts in coordination with finance and legal teams.
- Establish collection KPIs and monitor team performance to improve cash flow and minimize revenue leakage.
Customer Service Operations (B2B & B2C)
- Oversee customer service functions serving both corporate (B2B) and individual (B2C) customers.
- Ensure timely and effective handling of inquiries, disputes, service requests, complaints, and escalations.
- Lead resolution of VIP customer issues, and high-value account concerns.
- Develop service standards, SLAs, and customer communication protocols aligned with regulatory and organizational expectations.
- Drive initiatives to enhance customer satisfaction, transparency, and service efficiency across all customer touchpoints.
Performance Monitoring & Improvement
- Prepare and review periodic reports on billing accuracy, collection efficiency, dispute trends, and customer service performance.
- Analyze top debtors, defaulters, and revenue risks, recommending corrective strategies to management.
- Lead cross-functional coordination to resolve systemic service issues and implement process improvements.
People Management Responsibilities
Leadership
- Lead the Revenue Operations function with accountability for billing, collections, and customer service performance.
- Support continuous improvement initiatives and promote integrity, transparency, and accountability in decision-making aligned with organizational goals.
Talent Management
- Develop and mentor team members, identifying capability gaps and supporting professional development and succession planning.
- Foster a performance-driven culture focused on operational excellence and customer satisfaction.
Culture
- Uphold and promote organizational values while fostering collaboration, innovation, and service excellence across the department.
Communication
- Ensure clear and effective communication within the team and across departments.
- Facilitate timely escalation of critical issues and provide structured updates to senior management.
- Promote alignment between revenue operations, finance, regulatory, and customer-facing teams.
Qualifications & Experience
- Preferred: Experience in the real estate, property management, district cooling, or utilities sector.
- Minimum 8-10 years of experience in Revenue Operations.
- Bachelor's degree in Business Administration, Accounting, Finance, or related field.
- Experience working with ERP systems (Microsoft AX, Oracle Fusion) is an advantage.
- Strong understanding of UAE compliance requirements (RSB guidelines, FTA VAT regulations).
- Strong analytical, reporting, and communication skills.
