Customer Operations Analyst

We are EDP a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience we have been consolidating a relevant presence on the world energy scene based on the commitment to be all-green by 2030 leading the energy transition. With more than 13000 employees around the world we are committed to using our energy and heart to drive a better tomorrow.

Whatyouwilldo:

The candidate will oversee and coordinate billing operations for network access and related services ensuring regulatory compliance and service levels are met while driving process improvements supporting system enhancements tracking performance through KPIs and ensuring the effective delivery of outsourced activities.

Key responsibilities:

• Ensure billing of network access for electricity retailers and guarantee the billing of services as well as the processing of service quality compensations.

• Monitor the billing process ensuring compliance with SLAs and applicable regulations.

• Define andoptimizeprocesses including functional specification and acceptance testing of support systems.

• Implement performance indicators (KPIs) and dashboards for activity monitoring and reporting.

• Manage BPO activities ensuring adherence to procedures quality standards and operational efficiency.

Employmenttype:Full Time

Workmodel:Hybrid

Location:Lisbon

What are we looking for

• Masters degree in Management Engineering or another field relevant to the position;

• Up to 4 years of professional experience;

• Knowledge of managing optimizing and controlling operational processes using automation and artificial intelligence;

• Experience or knowledge in defining functional requirements and conducting acceptance improvement and validation tests for information systems;

• Knowledge of implementing and monitoring KPIs and dashboards;

• Strong proficiency in MS Office particularly Excel and Power BI;

• Strong organizational skills attention to detail and the ability to work independently;

• Strong communication and coordination skills with internal and external stakeholders;

• Willingness to work in a hybrid model in Lisbon;
  
  
  Nice to have:

• Previous experience with business processes in the utilities sector;

• Knowledge of the Portuguese electricity sector and its regulations/legislation;

• Experience in Agile environments or digital transformation projects;

• Knowledge of SAP;

• Experience with reporting and data analysis tools;

• Experience managing or overseeing BPO activities.

More than academic knowledge and technical skills we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned withour purpose.

Equalopportunities forall

Our vision is that each person combines their unique characteristics and experiences tofulfillour mission of creating new energy for the are aninclusive employerensuring all candidates are treated fairly throughout the recruitment welcome and value all people and we are committed to fostering a sense of belonging foreachperson who is part of the EDP group.

Need morereasonstoapply

As a top employer we:

• Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision-making;

• Respect and value each person providing a flexible healthy and inclusive workplace with a range of attractive benefits;

• Providea meaningfulwork experience and prepare our people for future challenges through different opportunities for development and internal mobility;

Our efforts have resulted inseveraldistinctions over time highlighting the EDP groups strong positioning and its dedication and commitment to attracting andretainingthe best talent:

• Top employer certification by Top Employers Institute

• Part of the Bloomberg Gender-Equality Index

• Global certification as a family-responsible company by FundaciónMásfamília

• Top 100Wor

• kplacesby Houston Chronicle

Discoverour tipsto enhance your performance during the recruitment process and applyuntil07/07/2026if you think you are the right fit for this opportunity.