Director, Commercial Services at Nairobi City Water and Sewerage Company Limited (NCWSC)

Broad Role

To provide effective leadership and strategy for service delivery, revenue generation and customer satisfaction. Appointment to the position shall be for a period of five (5) years, renewable once, subject to satisfactory performance and business needs.

Duties and Responsibilities:

• Ensure provision of timely and high-quality client services that meets or exceeds their expectations.
• Ensure timely, complete and accurate reading and billing of services and revenue collection. Manage and supervise commercial aspects of the Company’s operations, particularly as they relate to meter reading, billing and customer enrolment.
• Develop short and long-term business strategies and operating plans that reflect the Company’s goals and priorities.
• Ensure the provision of comprehensive commercial information systems, including up-to-date customer database, to achieve the overall Company customer base objectives.
• Develop the directorates’ policies and procedures and action plans in line with overall Company mission and objectives.
• Develop and implement a modern customer service charter meant to enhance services to the customer.

Requirements

Education, Professional Qualifications and Work Experience:

• A Bachelor’s degree.
• Master’s in Commerce, Marketing or business-related field.
• A minimum of ten (10) years’ experience, five (5) years of which must be in senior management.
• Demonstrated high performance and leadership in previous roles.
• Experience in Public Sector Management.

Required Skills and Competencies:

• Excellent interpersonal and communication skills.
• Computer literacy and proficiency with standard office computer applications.
• Ability to work under pressure and meet timelines.
• A good understanding of complexities in developing systems for customer identification, billing, and motivating them and staff to cooperate in meter reading and revenue collection.