Senior Operations Coordinator – Public Utilities Metering

Location: KZN

Main Purpose

Coordinate and be responsible for the regional private and public sector operations. Work independently whilst collaborating with other departments when required. Ensure alignment with the businesss operational, functional, and strategic objectives.

• Support customers based on products and services contracted as per contract and SLAs.
• Meet regularly with customer senior and operational staff.
• Ensure financial viability of customer accounts.
• Build long-term relationships with new and existing customers.
• Customer retention & expansion.
• Plan and meet SLA response times.
• Manage sub-contractors and partners for the regional work.
• Customer support tickets managed and closed timeously.
• Conduct customer training to customer satisfaction.
• Track and deliver on KPIs.
• Develop and execute Standard Operating Procedures (SOPs)

• Alignment of the contract SOW and project deliverables pertaining to the designated contracts.
• Responsible for the development, execution, and monitoring of the Service Level Agreements for Private and Public Sector clients.

Customer Contract Management:

• Ensure deliverables are in place as per the applicable Service Level Agreements.
• Coordination of technical projects and improvement initiatives.
• Establishment, implementation and management of local infrastructure and resources or sub-contractors.
• Coordination of telephonic and on-site support.
• Planning and coordination.
• Ensure continuous communication with clients relating to project deliverables schedules (Daily/Weekly/Monthly).
• Monitoring of profit and losses relating to the execution of contract deliverables to maximize profit and revenue recovery.
• Build relationships with potential customers and identify potential sales opportunities from existing accounts.
• Assist in financial management through accurate monthly invoicing, improvement of DSOs, and optimization of operational expenses.
• Monitoring and management of all reports and reporting.
• Coordination of vendor management activities.
• Internal coordination of central support functions (Vending, IT, PM, Finance, Contract, Customer Services Desk, etc.).
• Ensure adherence to the required health and safety standards for contractors and deployed field staff.

• Client and contractor engagement minutes and action tracking.
• Adherence to compliance and governance relating to successful bid requirements.

• Relevant tertiary diploma or degree in Engineering, Finance or IT.
• Project Management qualification (Preferred).
• Knowledge of financial and contract management with strong attention to detail.