Utilities Exception Processing Associate Manager | Chesapeake, VA | Onsite | 6-Month Contract
Sutherland•Chesapeake, VA
•Onsite
About The Position
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
Requirements
- 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
- Must be able to work onsite in Chesapeake, VA
- 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
Nice To Haves
- Experience in BPO or Shared Services environment preferred
- Exposure to real estate, lease management, utilities billing, or vendor management is a strong advantage
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
