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

Job DescriptionSutherland 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 ResponsibilitiesManage utilities exception processing servicesOversee utilities service terminations and transfers including validation, documentation, and final bill reconciliationAct as primary liaison with utility providers, landlords, third-party bill payers, and sublease tenantsManage utilities billing discrepancy resolution including CAM and shared cost allocationsOversee payments on behalf of failed or defaulting sublessors in coordination with legal teamsEnsure SOP adherence, documentation accuracy, and maintenance of audit trailsHandle escalations related to service disruptions, disputes, and compliance risksSupport Phase 1 process documentation, SOP development, and knowledge base creationMonitor SLAs, KPIs, exception volumes, and case agingPrepare and review weekly, monthly, and quarterly performance reportsDrive process improvements, risk mitigation initiatives, and automation opportunitiesSupport client governance forums, business reviews, and transition activities QualificationsBachelor's degree in Finance, Accounting, Business Administration, or related field5+ years of experience in utilities operations, exception processing, or related functionsMinimum 2 years of experience in a Team Lead or supervisory roleExperience in BPO or Shared Services environment preferredExposure to real estate, lease management, utilities billing, or vendor management is a strong advantageMust 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 skillsExcellent written and verbal communication skillsStrong analytical and problem-solving abilitiesExperience managing escalations and regulatory-sensitive processesGood understanding of utilities billing, documentation, and compliance requirementsAdvanced MS Excel and reporting expertiseAbility to work across time zones and manage cross-functional dependencies Additional InformationAll your information will be kept confidential according to EEO guidelines.

EEOC and Veteran DocumentationDuring 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.