Utilities Exception Processing Associate Manager | Chesapeake, VA | Onsite | 6-Month Contract

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***

Key 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

Qualifications :

• Bachelors 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
• Experience in BPO or Shared Services environment preferred
• Exposure to real estate lease management utilities billing or vendor management is a strong advantage
• Must be able to work onsite in Chesapeake VA AND be open to a 6-month contract position

Skills and Competencies:

• 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

Additional Information :

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work :

No

Employment Type :

Full-time