Job Description
HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last ten years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy. Position Overview The Operations Business Partner plays a critical role in enhancing the on-bill customer experience by identifying opportunities for improvement in the revenue cycle and optimizing Affinity Partner and customer business processes. This role combines technical acumen, including requirements building, and user acceptance testing, with cross-functional project leadership, and high-level process documentation to deliver impactful results. Responsibilities Lead all aspects of Partner Operations relationship management with on-bill Affinity Partners, serving as the primary point of contact for operational implementations, enhancements, and issue resolution. Manage cross-functional projects by developing comprehensive project plans, coordinating resources, and executing deliverables on schedule and within scope. Engage with internal and external stakeholders, providing regular updates on project status, risks, issues, and ensuring clear communication of project goals and requirements. Serve as the Subject Matter Expert (SME) for assigned Affinity Partners, driving process improvements that enhance customer experience, improve operational metrics, and maximize revenue. Collaborate with IT teams to resolve technical issues, document enhancement requirements, and conduct rigorous User Acceptance Testing (UAT) to ensure successful deployment of new features or changes. Conduct technical and environmental UAT and regression testing for onboarding new on-bill partners and implementing system enhancements for existing partners. Act as a liaison between IT and business units to support revenue-generating company-wide initiatives, translating business requirements into actionable technical specifications for any Affinity Partners. Analyze operational data to identify trends, provide corrective solutions, and prioritize improvements based on their impact to Affinity Partners, customers, and compliance requirements. Generate and analyze weekly and monthly performance reports to inform decision-making and drive continuous improvement in on-bill processes. Develop, write, and maintain comprehensive Standard Operating Procedures (SOPs) and detailed documentation for partner-specific processes. Identify and address areas of inconsistency, process duplication, and systematic errors to enhance operational efficiency and the overall customer lifecycle. Essential Functions This role entails a balance of lower-level technical expertise with ability to communicate appropriate details to higher level business owners. The role also includes project management across multiple efforts all at the same time, and relationship-building skills, ensuring that all responsibilities contribute to delivering a seamless on-bill customer experience. Essential Job Function % of Time on Function Project Management 35% Technical Acumen (Requirements building, User Acceptance Testing) 30% Investigating Issues 25% Relationship building 5% Reporting 5% Total 100% Job Requirements Bachelor’s degree in operations, IT, Business, or a related field, with a minimum of 5 years of professional experience. Demonstrated project management experience, including planning, execution, stakeholder communication, and risk mitigation. Strong customer-focused mindset with proven ability to make data-driven decisions that balance cus