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

Major 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 process
• Analysis 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 Care
To 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.

Education, Experice and Technical Skills

• First Degree in a recognized tertiary institution
• Minimum of 10 years working experience with at least 5 in a Managerial position. Certificate in Management or Financial accounting or similar qualification is desired but not essential.
• High level of Microsoft Office packages is essential, including Excel, Word, Outlook and PowerPoint.
• Previous experience in a similar role of Revenue/Profit Protection or Loss Prevention in a customer focused organization, with knowledge and experience in the Nigerian Power sector or other Utility industry will be preferred but not essential.
• Must be highly numerate/accurate and have a genuine analytical interest in Revenue and Revenue loss.
• Excellent verbal and written communication skills.
• Demonstrated edge and ability to work independently and manage several tasks and activities simultaneously.
• Good customer service skills, with extensive client networks and resources; knowledge and experience of sales and marketing are required.
• A strong communicator with the ability to present to large groups and senior level stakeholders.
• Experience with business intelligence and data visualization tools will added advantage.

All Positions within AEDC Require:

• Integrity and professionalism.
• Excellent written & verbal communication skills.
• Proficient in Microsoft office application.
• Knowledge of OSHA standards, codes, and health/safety issues.
• Good interpersonal and Communication skills.
• Self-motivation and self-initiative.
• Skills to do analyses and statistics.
• Ability to work under pressure and meet deadlines.