Senior Officer Commercial at Nyeri Water & Sewerage Company Limited (NYEWASCO)

Grade NW04
Corporation/Organization Nyeri Water and Sanitation Company Limited
Directorate N/A
Division Commercial Services & Strategy
Department Commercial Services
Section / Unit N/A
Location / Work Station Nyeri, Head Office
Reporting Relationships
Reports to Chief Manager Commercial Services & Strategy

Direct Reports
1. Officer I Customer Relations
2. Officer I Billing and Debt Collections

Indirect Reports
1. Officer II Customer Relations
2. Officer II Billing and Debt Collection

Job Purpose

Participate in prudent management of commercial function and continuous improvement of customer service delivery.

Key Responsibilities/ Duties / Tasks

Supervisory Responsibilities

1. To promote and enhance mentorship and coaching strategies with a view to be consistent with the commercial principles and practices of operating a business
2. In coordination Chief Manager Commercial Services and Strategy Division, ensure that the department has adequate, competent motivated and highly performing staff.
3. Ensure compliance of legal framework on commercial matters
4. Ensure timely billing of all services provided to customers.
5. Ensure that all the data with regards to monthly meter readings and payments capture into the system and verified.
6. Coordinate provision of quality service to customers.
7. Appraising, supervising, mentoring and coaching of all staff within the department.
8. Coordinate development and administration of a Customer satisfaction survey to ensure full implementation of the Customer Service Charter and gather feedback for improvement of the charter and the Company’s products and services.
9. Coordinate Development of work plans for the department, supervise implementation and evaluate performance to achieve the department strategic objectives and ensure adherence to the performance contracting requirements;
10. Organize consultative engagements with relevant partners to strengthen capacity, facilitate and ease business with customers and other stakeholders.
11. Ensure that the Customer Service Centre is functioning optimally at all times so that customer needs are effectively handled.
12. Organizing implementation of training and stakeholder engagement programs for business expansion and tariff review among others.

Operational Responsibilities / Tasks

1. Develops and implements the department plans and strategies.
2. Contributes to development of the company policies and plans.
3. Reviews resource mobilization proposals in relation to matters commercial.
4. Formulation and implementation of the department budget in line with the corporate strategy.
5. Develop and implement the Performance Management System for the department
6. Prepare and present departmental reports to chief manager Commercial Services & Strategy
7. Identifies and recommends simplification measures and automation during Business Process reengineering and process improvement
8. Implements and ensures adherence of the Customer Service Charter to meet customer requirements

Job Dimensions:

Financial Responsibility

• Responsible for development of resource mobilization proposals
• Responsible for approximately Kshs 750 million in revenue collections annually in line with the company’s mandate
• Preparation of department budget

Responsibility for Physical Assets

1. Furniture and fittings of approximately 250,000
2. Machines and equipment of approximately 250,000
3. Intangible assets of approximately 50 million ( majisoft, , ERP, portal and e.t.c)

Decision Making / Job Influence

1. Supervisory decisions
2. Operational decisions
3. Financial decisions.

Working Conditions

1. Works in a normal office environment (50%)
2. Works in the field within the service area frequent local travelling (50%)
3. Working beyond normal hours including weekends

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic qualifications

1. Bachelor’s degree in Finance, Economics, or an equivalent qualification from a recognized institution;
2. Professional Qualifications / Membership to professional bodies Registration and Certification with a professional body (CPA K, CCPK, ACCA,)
3. Previous relevant work experience required.
4. At least seven (7) years relevant experience in a reputable organization, four (4) of which should be in a supervisory position;
5. Functional Skills, Behavioral Competencies/Attributes:

Functional

1. Communication skills
2. Negotiation skills
3. Networking skills
4. Tact and diplomacy
5. Strategic Skills
6. Conflict Management skills
7. Presentation skills
8. Problem solving skills
9. Analytical skills

Behavioral

1. Emotional Intelligence
2. Interpersonal skills