Regional Head, Commercial Services at Abuja Electricity Distribution Company (AEDC Plc)

The Abuja Electricity Distribution Company (AEDC Plc) one of the 11 privatized Electricity Distribution companies in Nigeria that operates in the following states; Kogi, Niger, Nasarawa and Abuja, is presently recruiting for the vacant job positions below:  Job Title: Regional Head, Commercial Services  Location: AbujaMajor Roles and Responsibilites Revenue Protection:Regional Head of commercial services will be responsible: For the management, organization, monitoring and evaluation of all area Revenue Protection teams.Ensure that all field reports are supported with necessary evidences (photos, back billing form, form 74 or customer history).Receive daily report from Revenue Protection teams, ensuring daily targets are met.To do reconciliation of daily reports with weekly reports received from Customer Care.To review, determine and prepare special reports for Internal Audit unit on all findings related to misconduct, corruption, high risk detected processes, missuses of duty, missuses of company property, missuses of authorizations, missuses of positions and other findings that are out of authorizations of regions for audit and investigation.Manage and prepare monthly, quarterly and annual reports for monitoring payments done by customers related to back billing.Liaise with Regional Legal Officer on all criminal proceedings emanating from Revenue Protection findings.Where necessary, attending court to give evidence in support of the prosecutions processAnalysis to identify high loss Areas so as to detect reason for losses electricity.Performance Evaluation for Revenue Protection Manager, Revenue Protection Teams, and Billing team based on agreed targets.Working with the Regional Corporate Communications and HR teams to promote a Revenue Protection culture throughout the Region.Customer CareTo lead, coordinate and guide the delivery of services to customers with respect to handling customer complaints and managing customer relationships for the Region: Contributing to the development and maintenance of standards, policies and procedures regarding customer service, directing work activities of customer services representatives in the region.Assisting management with customer information, responding to the public and coordinating with other departments (Technical, Billing, Vending) on issues brought forward by customers.Performs analysis and research of escalated or unresolved complaints or concerns.Oversees the customer management system used to track, receive, distribute and resolve customer enquiries and complaints.Monitors inquiries and complains for timely resolutions and accuracy.Contributing to the development and maintenance of standards, policies and procedures regarding customer service, directing work activities of customer services representatives in the region.Assisting management with customer information, responding to the public and coordinating with other departments (Technical, Billing, Vending) on issues brought forward by customers.Performs analysis and research of escalated or unresolved complaints or concerns.Oversees the customer management system used to track, receive, distribute and resolve customer enquiries and complaints.Monitors inquiries and complains for timely resolutions and accuracy.Handles the most complex customer complaints and inquiries and identifies the actions necessary to resolve customer concerns.Deliver a consistently high standard of customer service by developing and maintaining relationships with customers. Ensure enquiries/requests are prioritized and resolved efficiently; ensuring departmental service levels are met.Define and communicate a new customer experience vision for the Region.Stakeholder engagement (across units and levels of seniority).Drive the International territories, ensuring that all brand work, from design to product and service reflects the customer and commercial requirements in these regions.Inputs into Performance Evaluation of Customer Care team based on agreed targets linked to Revenue Protection activities.Performance Management: Translate strategic intent into working level business plans using insightful data, reporting and analytics, that confidently deliver expected outputs.Ensure risks to performance and business success are identified, managed and controlled in collaboration with colleagues.Set high performance standards for Commercial Services teams, establishing operating measures and offering tools and techniques that drive disciplined performance.Define reporting metrics to match our customer needs.Coordinate with internal parties involved in commercial services delivery to ensure all necessary data is shared with AEDC Performance.Coordinate with internal stakeholders to share Regional Performance data through internal analytics tools.Ensuring meaningful information and insights are extracted from the data collected by the various systems involved in providing internet access.

Apply at https://ngcareers.com/job/2017-05/regional-head-commercial-services-at-abuja-electricity-distribution-company-aedc-plc-945/