Senior Manager Account Integrity & Billing

SA Water; Adelaide; On-site; AUD 150,000 - 210,000; Full time

Job summary

SA Water in Adelaide seeks a Senior Manager Account Integrity and Billing to lead end-to-end metering, billing and data governance. You will oversee large-scale programs, strategic vendor partnerships and ensure compliance with regulatory and customer charter requirements.

This max-term role focuses on transforming billing capabilities, improving data quality and customer outcomes, while aligning with government regulations and business strategy.

Qualifications

• Tertiary qualifications in Business, Management or related, or extensive experience in utility metering and billing practices.
• Demonstrated ability to use judgement and experience in reviewing legislation, existing policies, practices and procedures and developing and implementing appropriate systems.
• Sound commercial acumen.
• Knowledge of Government regulations, SA Water’s governance and financial management framework.
• Demonstrated strong leadership and management of people.
• Ability to build and maintain productive relationships and networks.
• Demonstrated experience in technology transformation and change management.

Responsibilities

• Ensure business plans are developed to achieve strategic priorities and performance goals of team members are aligned, ensuring accountabilities and authorities are clear and that direct reports have the authorities needed to be able to achieve their work.
• Ensure all policies, procedures and work practices support business outcomes and compliance with all legislative and regulatory requirements including but not limited to the Water Industry Act and customer charter, customer contracts and reporting requirements under the Water Retail Code.
• Ensure meter reading and billing programs and contracts are efficient and accurate and are optimised to deliver cost effective outcomes that meet customer expectations. Customers billing is accurate and timely.
• Oversee end of financial year activities including implementation of gazetted fees and charges, establishing billing and meter reading programs and accruals.
• Ensure customer and property information provided by the Valuer General’s Office is of high quality and information stored in SA Water’s billing system is accurate and properly secured.

Skills

Leadership

Stakeholder management

Data integrity

Regulatory compliance

Transformation programs

Vendor partnerships

Education

Bachelor's degree in Business/Management

Job description

About the Company

At SA Water, our work sustains life. Every day, we deliver safe, reliable water and wastewater services to more than 1.8 million South Australians, supporting healthy communities across our state.

Behind this essential service are people who care. From engineering and science to construction, digital, operations and customer experience, every role plays a part. We bring our authentic selves to work, driven by purpose, supporting one another to deliver work that truly matters.

About the job

As Senior Manager Account Integrity and Billing, you will lead a critical function that underpins customer trust, regulatory compliance and revenue integrity across SA Water. Responsible for the end-to-end delivery of metering, billing and account integrity services, you'll oversee large-scale operational programs, strategic vendor partnerships and the quality of customer and property data that supports every bill we issue. Working across customer, operational, technology and regulatory stakeholders, you'll provide leadership on issues that can have significant customer, financial and reputational impacts.

This is a highly influential leadership role, balancing operational excellence with long-term strategic planning. You'll lead teams responsible for ensuring billing and metering practices are accurate, efficient and aligned with legislative and regulatory requirements, while driving continuous improvement across systems, processes and customer outcomes. Working closely with senior leaders across the organisation, you'll provide expert advice, manage complex risks and help shape the decisions that support one of South Australia's most essential services.

The role also offers a rare opportunity to shape the future of billing at SA Water through a significant multi-year transformation program. As SA Water continues to modernise its customer and operational systems, you'll play a pivotal role in delivering new capabilities, improving data integrity, enhancing customer experiences and positioning the function for future growth. Leading through change, you'll build organisational capability, challenge conventional thinking and ensure the function continues to evolve to meet the needs of customers, regulators and the business.

This is a max-term opportunity for 3 years.

About the Person

You are a highly capable senior leader with a strong track record of leading complex operational functions in customer-centric, asset-intensive or regulated environments. Comfortable operating at both a strategic and operational level, you understand how critical accurate data, robust processes and strong governance are to delivering positive customer outcomes and maintaining organisational confidence.

Combining strategic thinking with exceptional attention to detail, you understand that data integrity, operational excellence and customer experience are intrinsically linked. You bring strong commercial acumen, with the ability to identify opportunities to improve performance, manage risk and deliver value through both internal operations and external partnerships. You are naturally curious and solutions-focused, with a track record of driving continuous improvement and delivering results in complex environments.

Experienced in leading large-scale business and technology transformation, you are comfortable navigating complexity, influencing senior stakeholders and leading teams through change.

You build credibility through collaboration, sound judgement and the ability to bring people together around shared goals.

Most importantly, you are an authentic and empowering leader who develops high-performing teams, creates accountability and delivers outcomes that matter to customers, the organisation and the communities we serve.

About Customer, Community and Engagement

Customer, Community and Engagement connects us with the people we serve, from everyday customer interactions to long‑term community relationships. The team includes customer service call centre professionals who provide frontline support, as well as specialists who engage communities and stakeholders, and partner with businesses to help shape how we plan, deliver, and communicate about our services.

Working here means meaningful engagement, supporting customers when they need it most, managing impacts and enquiries, communicating change, and helping communities understand and benefit from the essential water and wastewater services they rely on every day.

In addition, your responsibilities will include:

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.

You will:

• Ensure business plans are developed to achieve strategic priorities and performance goals of team members are aligned, ensuring accountabilities and authorities are clear and that direct reports have the authorities needed to be able to achieve their work.
• Ensure all policies, procedures and work practices support business outcomes and compliance with all legislative and regulatory requirements including but not limited to the Water Industry Act and customer charter, customer contracts and reporting requirements under the Water Retail Code.
• Ensure meter reading and billing programs and contracts are efficient and accurate and are optimised to deliver cost effective outcomes that meet customer expectations. Customers billing is accurate and timely.
• Oversee end of financial year activities including implementation of gazetted fees and charges, establishing billing and meter reading programs and accruals.
• Ensure customer and property information provided by the Valuer General’s Office is of high quality and information stored in SA Water’s billing system is accurate and properly secured.

Your success in this role will come from:

• Tertiary qualifications in Business, Management or related, or extensive experience in utility metering and billing practices.
• A demonstrated ability to use judgement and experience in reviewing legislation, existing policies, practices and procedures and developing and implementing appropriate systems.
• Sound commercial acumen.
• Knowledge of Government regulations, SA Water’s governance and financial management framework.
• Demonstrated strong leadership and management of people.
• Ability to build and maintain productive relationships and networks.
• Demonstrated experience in technology transformation and change management.

Further information can be found in the attached candidate pack: Candidate Pack - Senior Manager Account Integrity and Billing

Applications close 4pm, Monday 9 November 2026.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.