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 POSITIONKey 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