ELDOWAS Head of Commercial Services Job in Kenya

Eldoret Water and Sanitation Company Limited (ELDOWAS) is a Water Service Provider operating in Uasin Gishu County as mandated by Water Services Regulatory Board (WASREB) through a Service Provision Agreement (SPA} as required by the Water Act 2002.

The company invites applications from suitably qualified candidates to fill the following vacant positions:

Job Reference: ELDOWAS/2020/HCS

Job Title: Head of Commercial Services

Department: Commercial Services Department

Position Reports to: Managing Director

Position Supervises

  • Area Managers
  • Customer Service Manager
  • Commercial Manager
  • Senior Enforcement Officer

Purpose of the Job: To plan, direct and co-ordinate all commercial operations, which will include strategy for service delivery, revenue generation, collections and debt management.

Main Duties and Responsibilities

The duties and responsibilities are:

Managerial Roles and Responsibilities

  • Developing and implementing commercial strategies according to company goals and objectives;
  • Conducting market research and analysis to create detailed business plans on commercial opportunities for expansion, business development and growth;
  • Identifying, analyzing and understanding customer needs while working closely with other departments to develop practical solutions;
  • Managing and supervising all the company’s business/commercial operations particularly as they relate to customer service, metering, billing, revenue generation and collection;
  • Ensure reduced loss of revenues due to illegal water and sewer connections as well as through tampering of company assets including meters, customer connections.
  • Developing long term business strategies and operational plans that reflect the long-term goals and priorities of the department;
  • Ensuring the provision of comprehensive commercial information systems, including up-to-date customer database;
  • Automation of all processes including customer relations, metering, billing and work orders to streamline service performance;
  • Continuous process improvement of services offered by the department;
  • Ensuring customer satisfaction of the consumers of the services provided by the department.
  • Processing new customer accounts, Updating the customers register/accounts
  • Oversee performance management in the department
  • Prepare and submit monthly, quarterly and annual reports for the department
  • Prepare Board management papers for approval
  • Ensure that all the data with regards to monthly meter readings and payments is entered and verified
  • Ensuring timely billings of all services provided to customers q. Maintaining accurate records
  • Preparing accurate reports as required
  • Work closely with other departments/sections in all areas.
  • Performing related work as may be required

Operational Roles and Responsibilities

  • Preparation of annual budgets, work plans and cash flow plans for the department;
  • Review, scrutinize, and develop operational process flows;
  • Liaising with other sections in provision of quality service to customers;
  • Attending promptly to complaints from customers;
  • Identify training needs for the departmental staff;
  • Develop department budget and work plan;
  • Mentor and coach departmental staff;
  • Identify procurement needs of the department;
  • Participate in strategic planning and implementation;
  • Responsible for physical assets assigned by the company;
  • Makes strategic, operational and financial decisions for the department;
  • Resolve contractual and commercial problems;
  • Initiate growth of customer market and area of coverage;
  • Establish and direct operational procedures;
  • Liaise closely with Customer Service section and Area Management to improve service efficiency and customer satisfaction;
  • Ensuring water tariffs are reviewed as appropriate;
  • Ensure timely, complete and accurate meter reading and billing of services as well as ensuring subsequent collections;
  • Ensuring credit control and collection of all outstanding commercial debts;
  • Maintain sustainable and productive relationships with existing clients;
  • Influence a culture of good customer care throughout the company;
  • Create public awareness on the company’s products and services;
  • Carrying out customer surveys and proposing improvements arising from feedback received;
  • Ensuring customer complaints are tracked and effectively addressed conclusively and communicated effectively to the relevant audiences;
  • Ensuring all financial adjustments affecting customer accounts are justified, accurate and properly authorized;
  • Plans the work of subordinates, assigns work to subordinates, and monitors subordinates work performance. Appraises/evaluates subordinates’ performance.
  • Perform any other duties that may be assigned

Key Result Areas:

The jobholder’s accountability areas are as follows:

  • Effective operational cost control of the department’s financial resources;
  • Successful implementation of quality control standards for services offered by the department;
  • Effective supervision and direction of employees assigned to the department;
  • Maximization of productivity in the department;
  • Continuous process improvement of processes and services offered by the department;
  • Ensuring customer satisfaction for the consumers of the services offered by the department and the company as a whole.

Knowledge and Skills Required:

The jobholder must possess:

  • A minimum of Masters in Business Administration; Finance/Accounting/Marketing or any other relevant field;
  • A Bachelor’s degree in Finance/Accounting/Management/Marketing or any other relevant field;
  • Be a registered member of a relevant professional body.
  • Professional qualifications such as CPA/ACCA will be an added advantage;
  • A minimum of 12 years related work experience in a busy commercial environment, six (6) of which should be in senior management.
  • Must have demonstrated ability to handle departmental budgets, resources, processes, projects and relationships;
  • Should have good knowledge of the water services industry/sector as well as knowledge of regulatory requirements.
  • Must be capable of functioning effectively both as a team player and a team leader;
  • Must have ability to plan, organize, implement and evaluate departmental goals;
  • Must demonstrate ability to handle multiple roles and work well under pressure and strict deadlines;
  • Should have strong analytical skills and be results oriented;
  • Must have high standards of integrity and ethical practice;
  • Must have management and leadership skills;
  • Must have ability to accurately plan work assignments, prioritize tasks and deliver within deadlines;
  • Should have high level problem solving and decision making abilities;
  • Should be an effective communicator with the ability to handle both internal and external communication;
  • Should have effective people management and conflict resolution skills;
  • Must have knowledge in the use and experience of MS office packages and financial modeling tools.

How to Apply

Applications may be emailed to md@eldowas.or.ke, deposited at our Head Office OFF Kambi Somali Road next to Coca Cola or posted to:

The Managing Director,
Eldoret Water and Sanitation Company Ltd.,
P.O. Box 8418-30100,

Eldoret Water and Sanitation Company is an equal opportunity employer and the marginalized groups are encouraged to apply.

Note: All applications to be received not later than Friday 24th December 2020 at 16.00 Hrs.

Business Administration, Sales and Marketing
Updated: December 10, 2020 — 1:04 pm