Business Operations Associate Manager - Territory Management (EW) 1

Role Purpose

Responsible for monitoring and managing the business, technical, and customer service management aspects of the assigned area (a territory) to ensure that all financial and operational targets are being met or exceeded. 

Job Description

Billed Volume, Revenue 

Develops strategies and programs to ensure that billed volume and revenue targets are being met or exceeded; Prepares and analyzes monitoring sheets for the monthly BV and Revenue of all the accounts per DMZ. Ensures all customer accounts are billed on a monthly basis; Supervises Meter Consumption Analysts and prepares proactive action plan to align key programs to expected targets; Resolve Anti-Water Pilferage cases based on the provisions set in RA 8041 National Water Crisis Act.

Water Service Connection / Service Coverage

Proposes expansion projects, prepares and defends business cases and ensures approval of significant projects; Monitors project implementation and manages contractors; Develops marketing strategies and devises marketing collaterals to increase customer base and exceed monthly NWSC targets; Prepares monthly NWSC monitoring to ensure that targets are being met or exceeded; Documents and monitors new water service applications to make sure installations are executed within standards.

Customer Service and Stakeholder Management

Responds to customer queries and complaints; ensures that customer Service Standards are being met; Organizes meetings, public consultation and announcement with HOA (Homeowners Association) and customers for immediate concern; Manages relationships with stakeholders like the LGUs, benchmark customers/ kasanggas, and key accounts; Handles sustainable development initiatives within the area including the TPSB and Lingap Programs; Conducts account profiling to understand the nature of use, current and future demands of customers to be able to design programs/projects which will bring better service to accounts within his territory.

NRW (Non-revenue water)

Prepares and evaluates NRW and works with the technical team to improve/maintain NRW level; manages pressure and supply of the DMZ; Ensures that all water pipe leaks are repaired immediately.

Collection Efficiency and AR Days

Ensures that all customer accounts especially commercial accounts are updated; Develops strategies and programs to ensure that collection efficiency targets are met and AR is reduced and/or maintained within target.

Wastewater Services 

Coordinates with the Technical Operations team to ensure that wastewater target in his territory are met; Whenever applicable, monitors sanitation activities in his territory, and conducts survey, or monitors the survey accomplishment of service providers, for accounts which show interest in availment of desludging services.

Education