NUR HA BINTI OTHMAN
Kuala Lumpur
Summary
Accomplished professional with extensive expertise in strategic operations management, customer engagement, and revenue assurance. Proven track record in billing governance, regulatory compliance, and operational analytics. Adept at digital transformation, stakeholder management, and system transition management. Skilled in performance monitoring, KPI governance, and business continuity. Proficient in data analytics and Power BI with a strong focus on leadership and team development. Committed to service excellence through customer escalation management, training, and audit risk management.
Overview
16
16
years of professional experience
1
1
Certification
Work history
Team Member – LPC Billing, Centralised Billing Operations (CBO)
Tenaga Nasional Berhad (TNB)
Subang Jaya
2022.12 - 2026.05
- Lead LPC billing operational governance for Northern and Eastern Zones covering seven states with support from four clerical staff, ensuring billing accuracy, regulatory compliance, operational continuity, and customer service excellence for large power consumers.
- Key Responsibilities
- Manage LPC billing operations, billing governance, and operational monitoring for Northern and Eastern Zones.
- Coordinate with Metering, MRI, MRE, Network Planning, Channel, and state teams to ensure smooth end to end billing lifecycle.
- Monitor billing performance, uninvoiced accounts, collection related matters, customer escalations, and operational KPIs.
- Ensure customer data integrity and accurate implementation of tariff structures, discounts, CLC, LT schemes, and billing configuration.
- Lead operational coordination related to tariff restructuring, billing enhancement initiatives, and digital transformation projects.
- Support HQ reporting requirements through dashboard monitoring, analytics reporting, and operational insights.
- Actively participate in UAT, cutover activities, hypercare support, and system enhancement initiatives.
- Provide technical advisory and operational input for billing related transformation initiatives.
- Deliver training and knowledge sharing sessions for LPC Billing and tariff restructuring programmes.
- Key Achievements
- Successfully secured RM1,306,140.56 revenue recovery through strategic customer negotiations involving high value debit note adjustments beyond standard regulatory limitation periods.
- Achieved near zero uninvoiced performance across Northern and Eastern Zones while maintaining strong billing governance and operational discipline.
- Maintained zero audit findings for operational areas under responsibility during FY2025.
- Supported enterprise wide RP4 Tariff Reform implementation including UAT execution, dress rehearsal, cutover activities, hypercare monitoring, and tariff restructuring support.
- Appointed as LPC Billing trainer and delivered multiple internal knowledge sharing and tariff restructuring training sessions.
- Represented Northern and Eastern Zones in strategic HQ discussions involving operational performance, billing governance, and process improvement.
- Received formal customer appreciation and recognition addressed to TNB CEO for professionalism and successful handling of complex tampering and revenue recovery cases.
- Led monitoring and reporting for LPC customer portfolio covering approximately 29% of total LPC customer base.
- Supported operational analytics and dashboard reporting for billing performance, collection monitoring, and regional operational insights.
Pengurus – LPC Billing & Technical Analysis
Tenaga Nasional Berhad (TNB)
Subang Jaya
2017.10 - 2020.12
- Managed LPC billing operations and technical analysis activities involving billing accuracy, customer data governance, and operational monitoring.
- Coordinated with multiple operational units to ensure timely and accurate billing execution for LPC accounts.
- Monitored billing discrepancies, customer escalations, audit related matters, and operational performance reporting.
- Analysed billing data, operational trends, and customer issues to support decision making and operational improvements.
- Supported implementation of process improvements and billing governance initiatives.
- Prepared operational reports and KPI monitoring related to LPC billing performance.
Pengurus Cawangan
TNB Hutan Melintang
2015.08 - 2017.10
- Led station operational management covering customer service, collection activities, and operational execution.
- Managed customer escalations, stakeholder engagement, and operational coordination with local authorities.
- Led collection and credit operations including customer negotiations and debt recovery discussions.
- Conducted daily operational review meetings involving technical and non technical units.
- Ensured compliance with customer service delivery standards including CSL, MSL, and GSL.
Eksekutif – Pengurusan Perhubungan Pengguna
TNB Perak
2014.05 - 2015.08
- Managed stakeholder engagement activities involving government agencies, regulatory stakeholders, and key customers.
- Coordinated customer relationship management and operational communication between stations and HQ.
- Organised engagement sessions, dialogue programmes, and stakeholder meetings.
- Monitored operational performance across stations and supported service improvement initiatives.
- Supported state business planning and operational performance reporting.
Eksekutif – Pengurusan Perhubungan Pengguna & Pemasaran
TNB Ipoh
2010.09 - 2014.05
- Managed customer communication, customer service coordination, and operational reporting activities.
- Supported customer service improvement initiatives and customer engagement programmes.
- Organised customer engagement programmes including Hari Bersama Pelanggan.
- Monitored station operational performance and customer service delivery.
Education
Master of Energy Management -
Universiti Tenaga Nasional (UNITEN)
Bachelor of Electrical Engineering (Hons) -
Universiti Teknologi MARA (UiTM)
Skills
- Strategic operations management
- Customer engagement and relationship management
- Revenue assurance and collection performance
- Billing governance and regulatory compliance
- Operational analytics and dashboard reporting
- Digital transformation and tariff reform
- Stakeholder management and cross-functional coordination
- System transition management and hypercare support
- Performance monitoring and KPI governance
- Business continuity and service excellence
- Data analytics and Power BI
- Leadership and team development
- Customer escalation management
- Training and knowledge sharing
- Audit and risk management
Certification
- HRD Corp Certified Train the Trainer (TTT)
- ACDC 2024 – Assessment for TNB Senior Managers & Managers
- Program High Performance Teams
- Microsoft Power BI 101
- Excel Analytics
- Finance for Non Finance
- Introduction to Artificial Intelligence (Beginner)
- Neuro Linguistic Programming (NLP) for Managers & Executives
LANGUAGES
Malay
English
STRATEGIC PROJECTS & TRANSFORMATION INVOLVEMENT
RP4 Tariff Reform & Billing Transformation, Supported implementation and operational readiness activities for RP4 Tariff Reform., Involved in multiple UAT sessions, dress rehearsal activities, cutover implementation, hypercare support, and tariff restructuring validation., Provided operational and technical input related to billing impact analysis and customer readiness., Operational Analytics & Dashboard Reporting, Managed LPC operational dashboard monitoring for Northern and Eastern Zones., Supported strategic reporting, performance visibility, and operational decision support for HQ management., Involved in operational insights reporting related to billing performance, customer portfolio monitoring, and collection governance., Customer Engagement & Revenue Assurance, Successfully negotiated and secured customer agreement for high value revenue recovery cases., Managed complex customer escalations, operational disputes, and revenue protection initiatives., Strengthened customer confidence and operational credibility through proactive engagement and resolution management.
Affiliations
- Active involvement in TNB internal engagement and workplace culture initiatives.
- Lead of Social Committee under B&C Fun Committee FY2025.
- Participated in strategic HQ discussions and operational governance meetings involving cross functional stakeholders.
SELECTED CAREER HIGHLIGHTS
- Successfully secured RM1.3 Million revenue recovery through strategic customer negotiations and revenue assurance initiatives.
- Achieved near zero uninvoiced performance across Northern and Eastern Zones.
- Maintained zero audit findings during FY2025 operational governance monitoring.
- Supported enterprise wide RP4 Tariff Reform implementation, UAT, cutover, and hypercare activities.
- Appointed internal LPC Billing Trainer for tariff restructuring and operational knowledge sharing programmes.
- Led LPC operational governance covering 7 states across Northern and Eastern Zones.
- Recognised by customer appreciation letter addressed directly to TNB CEO for professionalism and successful handling of complex operational cases.
- Achieved consistent KPI performance exceeding 90% across FY2023 to FY2025.
LEADERSHIP & PEOPLE MANAGEMENT
- Led and coordinated operational activities across seven states covering Northern and Eastern Zones.
- Managed and supervised support team consisting of four clerical staff.
- Appointed LPC Billing trainer for tariff restructuring and operational knowledge sharing sessions.
- Active involvement in internal engagement initiatives, team coordination, and workplace culture programmes.
PERFORMANCE & BUSINESS IMPACT
- FY2025 KPI Achievement: 96.67%
- FY2024 KPI Achievement: 93.33%
- FY2023 KPI Achievement: 91.67%
- Revenue Recovery Secured: RM1.3 Million
- Zero Audit Findings FY2025
- Near Zero Uninvoiced Performance Across Northern & Eastern Zones
Timeline
Team Member – LPC Billing, Centralised Billing Operations (CBO)
Tenaga Nasional Berhad (TNB)
2022.12 - 2026.05
Pengurus – LPC Billing & Technical Analysis
Tenaga Nasional Berhad (TNB)
2017.10 - 2020.12
Pengurus Cawangan
TNB Hutan Melintang
2015.08 - 2017.10
Eksekutif – Pengurusan Perhubungan Pengguna
TNB Perak
2014.05 - 2015.08
Eksekutif – Pengurusan Perhubungan Pengguna & Pemasaran
TNB Ipoh
2010.09 - 2014.05
Master of Energy Management -
Universiti Tenaga Nasional (UNITEN)
Bachelor of Electrical Engineering (Hons) -
Universiti Teknologi MARA (UiTM)