08/2025 – present · Digital Customer Operations Manager · ENGIE Italia
regulatory, compliance, arera, deadline driven, energy market
Contract and renewal compliance, transparency and quality-of-service requirements, product and general-conditions adaptations, customer migration obligations, indemnity handling, certified electronic delivery, electricity market-design measures, compliant offer publication to the central market system, digitalisation of the underlying processes.
A recurring compliance stream absorbed without disrupting the commercial roadmap, with impacts assessed once and delivered across all affected systems, and process digitalisation used to lower the cost of each subsequent regulatory wave.
Turning a continuous stream of energy-authority resolutions into delivered IT changes, on fixed legal deadlines.
An energy retailer does not choose its regulatory backlog or its dates. Each resolution from the national authority lands as a hard deadline that cuts across contracts, billing, products, communications and market flows at the same time, and non-compliance is measured in sanctions, not in delayed features.
Manager accountable for the regulatory delivery portfolio: impact assessment, prioritisation against the commercial roadmap, and deadline governance.
Regulatory affairs, legal, customer operations, marketing and product, finance, IT & Digital delivery, external counsel and system integrators.
Salesforce, billing suite, contract and document management, market-flow platform, workflow automation, portfolio and deadline tracking.