Customer Operations Analyst

Description

Summary: This role involves overseeing and coordinating billing operations for network access and related services, ensuring compliance, driving process improvements, and managing outsourced activities. Highlights: 1. Oversee and coordinate billing operations for network access and services 2. Drive process improvements and support system enhancements 3. Manage BPO activities ensuring quality standards and efficiency País/região: PT Cidade: Lisboa Plataforma de Negócio: Networks 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 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow. **What you will do:** 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 and optimize processes, 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. **Employment type:** Full Time **Work model:** Hybrid **Location:** Lisbon **What are we looking for** * Master’s 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 with our purpose. **Equal opportunities for all** Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group. **Need more reasons to apply?** 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; * Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility; Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent: * Top employer certification by Top Employers Institute * Part of the Bloomberg Gender\-Equality Index * Global certification as a family\-responsible company by Fundación Másfamília * Top 100 Wor * kplaces by Houston Chronicle Discover our tips to enhance your performance during the recruitment process and apply until 07/07/2026 if you think you are the right fit for this opportunity.