Billing and Collections Training Manager

Department: Billing 

Employment Type: Full Time 

Location: Hybrid & Sandyford, Dublin 18 

Salary: €60-65k OTE

As Yuno Energy grows its Domestic Billing & Collections operation, we need a dedicated departmental Training Manger to raise the standard and consistency of agent training and to own process documentation end to end, reviewing and updating existing documents and establishing a single centralised repository, with annualised version control so the current approved version is always clear.

Key Responsibilities

Process Documentation & Repository

• Review and keep current all Billing & Collections process documentation in a single centralised, accessible repository.
• Operate annualised version control and an ongoing review cycle so the current approved version is always clear, and the library stays audit-ready.

Onboarding & Continuous Training

• Design and deliver a structured Day 1–Month 5 onboarding roadmap across Billing & Collections, with integrated assessments to confirm competency and identify gaps early.
• Develop refresher training informed by QA metrics and skills-gap analysis, targeting full process coverage across all teams and eliminating single points of failure.

Business Readiness & Change Training

• Act as a key stakeholder in IT delivery and business readiness, updating or creating process documents and training out changes ahead of go-live.
• Coordinate training rollout, manage attendance records and provide post-implementation support.

Training Materials & Records

• Create and maintain branded, version-controlled training materials, packs, process guides, video and e-learning modules that are accessible to all agents.
• Maintain an auditable training log and accurate onboarding, assessment, refresher and change-training records.

People Management

• Line management of the Quality Assurance Specialist, set objectives, hold regular one-to-ones and support their development and performance.
• Ensure QA outputs and performance insights feed directly into training priorities.

Skills, Knowledge and Expertise

Essential

• Proven experience in a training, learning & development or capability role, ideally in a high-volume operational or contact-centre environment.
• Track record of designing and delivering structured onboarding programmes with milestone-based competency assessment.
• Strong process documentation skills, including maintaining a controlled document library with version control.
• Ability to build refresher and continuous training informed by performance data and skills-gap analysis, and to support business readiness for operational or system change.
• Confident facilitator, well organised with records, able to maintain accurate, auditable training logs and work effectively with operational managers and change teams.

Desirable

• Working knowledge of the Irish energy market and Billing & Collections processes, including relevant regulatory obligations (CRU).
• Familiarity with Microsoft 365 (Teams, SharePoint) and e-learning / content authoring tools, including producing video and e-learning content.
• Understanding of quality assurance frameworks and how QA outputs feed training need.