Customer Services (Water) WS 114/20 Manager at City of Cape Town

Requirements:

• Relevant professional qualification (Btech/f rst degree)
• Professional registration will be preferred
• Extensive and proven managerial and functional experience
• At least ten (10) years’ extensive managerial experience in a complex operations management environment i.e. managing large customer bases
• Demonstrated experience in analysing and resolving complex management and operational challenges
• A valid driver’s licence.

Key performance areas:

• Leading a multi-channel, expert team handling and fulfi lling the City of Cape Town Water Service Delivery value chain as it relates to water metering operations, customer billing, debt management, effective customer relations management and business analysis functions
• Implementing relevant short-, medium- and long-term (multi-year) strategies and programmes, team productivity and quality targets
• Responsible for delivering industry standard customer services, promptly and effectively as well as maximising fi rst contact resolution and service-oriented culture, building customer trust and improving customer satisfaction
• Enhancing revenue management within the parameters of the City’s Water Strategy (being a water sensitive and resilient City)
• Managing continuous improvement processes, service standards and technology,
• ensuring that these keep abreast with national and international standards and best business and technology practises e.g. the identification and implementation of an appropriate Automated Meter Reading (AMR) solution for Cape Town in support of the objectives of the IDP, Cape Town Water Strategy as it relates to effi cient and sustainable service delivery and customer centricity
• Sound financial management, Supply Chain management and related legislative compliance
• The Manager will join the Water and Sanitation Management Team.

CLOSING DATE: 06 November 2020