Contracts Management Specialist  

Key Accountabilities:

1. Compliance with Contract Provisions and Protocols

• Assists the CMG head in overall contract management operations and reinforces compliance with relevant provisions and protocols in the Power Supply Agreements, e.g. billings and settlements, collections, handling of security deposits and compliance with withholding tax certifications, etc.
• Resolves directly or provides guidance to staff in the resolution of customer issues to the mutual satisfaction of both parties. Meets with customers when necessary to resolve issues.

2. Compliance with Billings and Settlements Process and Protocols

Oversees the implementation of billing and settlement processes and protocols in compliance with contractual obligations, particularly in the handling of security deposits, submission of withholding tax certificates and management of overdue customer accounts, while maintaining good customer relationships and promoting continuing customer loyalty and satisfaction.

3. Implementation of Retail Aggregation Program (RAP), Value Added Services (VAS) and Customer Engagement Programs

• Takes the lead in monitoring the data and insights from the delivery of RAP, VAS, and other customer engagement programs, and ensures these are in accordance with contract provisions, regulations, and customer service standards to further strengthen customer engagement.
• Supervises the programs and activities of the Customer Experience Management team to ensure that their interaction with customers reflects positively on the company.
• Analysis of Customer/Partner Behavior and Feedback for Robust Business Modelling
• Takes the lead as senior analyst for observing and gathering direct and indirect feedback from internal partners, from customer survey reports and from Customer Relationship Management (CRM) tools like Salesforce, as well as from pilot programs (e.g., RAP) to further enhance existing financial/business models for CEG
• Ensure available data is translated into clear actionable steps for service efficiency and effectivity towards better overall customer experience, loyalty and increased customer satisfaction.

5. Automation and Process Improvements

• Helps ensure appropriate development and implementation of cloud-based solutions and automated processes to facilitate contract management, i.e. automated billing system, handling of overdue account and VAS opportunities in Salesforce as part of the retail readiness initiatives.
• Oversees project implementation, identifies priorities and addresses issues encountered to keep within project timelines; and aligns with CMG Head on overall direction for the same.

6. People Management and Organization Development

• Provides leadership and technical guidance to assigned team members and is accountable for their performance and results as a team.
• Leads, directs and engages team members in establishing work priorities and objectives in order to meet the requirements of internal and external customers.
• Reviews work output of team members and guides them in the achievement of performance objectives.
• Facilitates learning, development and discipline for the team through mentoring, coaching and feedback.

Responsible for assisting the CMG Head in ensuring that both the Company and its customers faithfully comply with the contractual obligations and protocols provided in all Power Supply Agreements while continually enhancing customer experience, loyalty and increasing overall customer satisfaction.