COMMERCIAL DIVISION

1.0JOB IDENTIFICATION

1.1Job Title:Director CommercialServices

1.2Division:Commercial

1.3Location:Head Office. Lusaka

1.4Reports To:Managing Director

1.5Immediate Subordinates:

  • Branch Managers (5)
  • Peri-Urban Manager(1)
  • Public Relations and Marketing Manager (1)

1.6Grade:G2

1.7Appointment By:Managing Director

2.0OVERALL PURPOSE OF THE JOB

Reporting to the Managing Director, the purpose of this position is to manageand co-ordinate all commercial activities of LWSC and ensuring that its operations are commercially viable,generate revenue and lead to sustainable growth of the business as well as providing excellent customer service in the delivery of water supply and sanitation services.

3.0DUTIES AND RESPONSIBILITIES

1. Output: Developed Commercial policies and strategies.

  • Proposes policies, formulates and ensures implementation of commercial strategies for maximisation of revenue generation and collection; debt management and non-revenue water reduction; and customer service.
  • Implements strategies to enhance revenue collection and ultimately continuous business growth.
  • Develop an outreach policy for interaction with customers on a regular basis so as to foster good relations and know the customers as may be required.

2. Output: Commercial orientation and viability

  • Develop a Risk Management Approach for managing the division’s business strategy and assign appropriate responsibilities for management and reporting.
  • Undertake periodic customer survey to understand customer needs, the business opportunity and respond by planning for and providing the required services
  • Carrying out an overall risk assessment when taking on new customer accounts regard being to the adequacy of supply and related parameters.
  • Reviewing proposals for new developments, making recommendations on their commercial viability and reporting on the impact and financial returns/ profitability and sustainability once investments are made
  • Collecting and analyzing data relating to commercial operations such as utilization of services, billing, revenue collection, debts, non-revenue water, customer complaints and response timeand using it to inform management and make decisions that improve the performance of the business
  • Interpreting market trends and adapting to industry changes.
  • Management and reporting of the commercial activities.
  • Streamlining marketing and sales teams to obtain new clients to grow the business.
  • Analysing opportunities for growth via exploring innovative projects/ activities.
  • Implementing new sales and marketing strategies and ensuring LWSC follow industry best practice.
  • Making commercial recommendations to management.
  • Overseeing and operating modern customer service centers and that communication with clients is efficient using most appropriate and cost effective means such as use of ICT
  • Oversee public/ customer awareness and promotioncampaigns on issues concerning the business (e.g. timely payment of bills, water conservation, illegal connections, sanitation, water quality, services being offered, reporting leakages etc.)
  • Ensuring effective handling of customer requirements (transaction efficiency, complaints etc.)

3. Output: Vision and Leadership

  • Provides vision and leadership in the commercial division in order to foster organisation motivationalclimate and excellence in performance.
  • Createacompetitive environment for the efficient collection of Revenue thatwillbereportedagainstbilled figures and report on monthly basis out-standing historicaldebt.
  • Developstrategies to reduce the commercial and domesticdebt.
  • Interacts and negotiateswithstakeholders and customers at all levels
  • Provides coaching and mentoring to subordinates in division
  • Planning for training and capacitydevelopment of division
  1. Output: Work Culture

Cultivates team work, a conducive work culture in the Directorate that aims at providing excellent services and customer relations thereby establishinga productive business environment.

4. Output: Supervised branches

  • Oversees and monitors branch performance and provide guidance to branch management teams.
  • Coordinate water supply and sanitation service delivery to ensure all areas receive a fair share of services to support collection of revenue
  • Devise a practical and measurable approach to non-revenue water reduction within the branches and report on a monthly basis progression of the activities with a view to reduce business losses.
  • Create appropriate service level agreements(SLA) for branches to respond to business requirements including customer relations matters.

5. Output: Managed resources

Ensures effective management of both materials and human resources within the division.

6. Output: Equitable distributed water

  • Ensures that there is equitable water distribution within branches.
  • Establish a feasible rationing protocol to achieve fair distribution when demand is more than supply.

7. Output: Effective Cost management

Ensures effective cost management within the branches and units.

8. Output: Revenue and Expenditure budget

Takes a leadership role in determining revenue and expenditure budgets for the division.

4.0QUALIFICATION AND EXPERIENCE

4.1Minimum Qualifications and experience

  • Bachelor’s Degree or equivalent in Civil / Water Engineering, Economics, Business Administration, Finance
  • Eight (8) years post qualification and demonstrated 5 years working experience in a service industry at a senior management level
  • An appropriate Master’s degree shall be an added advantage
  • Proven experience in sales and/or marketing and managing relationships with clients
  • Excellent knowledge of performance reporting and financial/budgeting processes
  • Registered with an appropriate professional body

5.0COMPETENCIES AND QUALITIES REQUIRED

5.1Core Competencies:

Commercial Analysis

Achievement Orientation

Analytical Thinking

Customer Service Orientation

Developing Others

Flexibility

Impact & Influence

Information Seeking

Initiative

Integrity

Organisational Commitment

Self Confidence

Team builder

Leadership

Good tact and negotiation skills

6.0DECISION MAKING DISCRETION

Makes complex decisions within the parameters of the Company policies and other regulations, and correctly assess’ impact on other Divisions and Departments.

7.0PROBLEM SOLVING

Undertakes data analysis Works under specific LWSC policies and procedures.

8.0CONSEQUENCES OF ERROR

Failure to plan and co-ordinate the division could lead to poor performance of division and loss of revenue. Errors can also lead to litigation.

9.0RESOURCES

Number and level of immediate subordinate

i)7 staff

10.0HEALTH AND SAFETY OF OTHERS

Enforces compliance with all Health and safety regulations.

11.0WORKING ENVIRONMENT

i)Working Conditions

Normal office conditions, and frequently travel to meet staff and stakeholders at various locations

Limited field work to check on commercial operations and projects

ii)Physical Effort

Sedentary and minimal exertion due to travelling.

iii)Hazards

Driving Hazards.

12.0CONTACTS

12.1Internal

Interacts with Board members, Head of Divisions/Department, Line Managers and is a member of the Executive Committee (EXCO)

12.3External

Contacts persons outside the Company such as WARMA, LCC, NWASCO, ZEMA, various Government agencies, cooperating partners, media, commercial and domestic clients.

1