General Manager | Business and Customer Service Job in Kenya

A utility company mandated to provide cost effective and affordable quality water and sanitation services in Kenya, seeks to recruit goal-oriented, self-motivated and qualified persons to fill the following management positions:

Position: General Manager - Business and Customer Service

Ref No. HR/GM-BU/2012

Reporting to: Managing Director

Job Grade: 2

Job Purpose

The purpose of the position is to ensure that the strategy for service delivery and revenue generation is put in place and effectively implemented.

Key Result Area / Principle Accountabilities and Duties

• Ensure provision of timely and high quality client services that meets or exceeds their expectation.
• Develop and implement systems for positive customer relations management.
• Manage and supervise commercial aspects of the company’s operations particularly as they relate to revenue generation.
• Promote new ideas and business solution that result in extended service to the existing and new ideas.
• Develop long term business strategies and operating plans that reflect the longer term goals and priorities.
• Ensure the provision of comprehensive commercial information systems, including up-to-date customer database, to achieve the overall company objectives.
• Carry out customer satisfaction surveys and proposing improvements arising from feedback received.
• Ensure timely, complete and accurate reading and billing of services and subsequent collection.
• Develop departmental policies, procedures and action plans in line with overall company mission and objectives.
• Produce management reports on a timely manner

Education, Professional Qualifications and Work Experience:

• Bachelor’s degree from a recognized university;
• An MBA will be an added advantage;
• 5 years demonstrable experience and three (3) to be in a business development environment;
• Experience in retail based IT systems;
• Communication/corporate affairs experience is highly desirable;
• Ability to implement company strategy to spur business growth.

Required Skills and Competencies:

• Must have excellent understanding of the Kenyan water reforms;
• Should posses sound and excellent business development knowledge and skills gained preferably in the water sector or in a busy and dynamic organization;
• Must be able to lead a team in a dynamic work environment;
• Should posses excellent interpersonal communication skills;
• A good understanding of complexities in developing systems for customer management, billing, and motivating them to cooperate with staff in meter reading and revenue collection is necessary for this job;
• Ability to lead a team in a dynamic environment.

The position is senior and demand excellent people management and development skills, written and oral communication skills both in English and Kiswahili, and high degree of honesty and integrity.

Candidates who meet the above specifications and have the drive to join a highly motivated work team, should submit their applications with a detailed CV giving three (3) names of referees, attach copies of Higher Education Loans Board (HELB) Clearance Certificate and KRA Tax Compliance Certificate.

Provide a reliable telephone and e-mail contact of self and referees, clearly quoting the reference numbers to reach us on or before Monday 16th July 2012 addressed to

DN/A 1318
P.O. Box 49010 - 00100,
Nairobi