Customer Service, Billing & Collection Manager

4. KEY ACCOUNTABILITIESDescriptionStrategy Development and ImplementationDevelop and direct the implementation of the department strategy ensuring alignment to divisional strategy, Marafeq Qatar’s vision, mission, and corporate objectives.Ensure that department strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organization.Ensure the provision of subject matter expertise for the assigned domain and provide counsel to Marafeq Qatar leadership on all related areas to facilitate the achievement of Marafeq Qatar’s strategy and divisional strategies.LeadershipManage the effective achievement of departmental objectives through effective leadership and by setting of individual objectives, managing performance, developing, and motivating team to maximize performance.Lead the talent development initiatives for the assigned department, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.Demand Planning and Operational ManagementMonitor the progress of supply of utilities to developments in collaboration with the City Admin Complex.Coordinate with Lusail City Operation Team on the provision of temporary and permanent utilities.Direct the metering, billing, and collection and utility supply services to ensure that all activity is carried out in a timely and accurate manner.Direct the collection of all owed monies from customers and liaise with Finance department to resolve any customer billing queries so that a healthy cash flow position is maintained while ensuring rapid response to customer issues.Ensure the timely review of developers’ technical submittals are completed by Marafeq technical teams.Facilitate the clearance of building completion certificate to customers in coordination with Lusail City Administration Complex.Track the development progress across Lusail City and direct the preparation of demand forecasts so that appropriate action can be taken to ensure supply of utility services to customers according to their requirements.Direct the establishment and management of call centers to ensure that residential customers in Lusail City have a convenient and efficient means of communication with Marafeq Qatar.Budgeting and Financial PerformanceOversee the consolidation and recommend the department budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified, and potential areas of cost reduction or performance improvement opportunities are capitalized upon.Policies, Systems, Processes & ProceduresDevelop and lead the implementation of Customer Service department policies, systems, processes, procedures, and controls covering all areas of assigned functional so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.Change ManagementLead the management of change through continuous improvement of department systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.ReportingEnsure that all department reports are prepared timely and accurately and meet Marafeq Qatar requirements, policies, and quality standards.Facilitate the preparation of reports including analysis on city utilities, development progress and make recommendations/strategies to meet mandated requirements.Quality, Health, Safety & EnvironmentEnsure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed.Related AssignmentsThe job holder may be required to undertake additional duties, which may be reasonably expected and forms part of the function of the job.5. COMMUNICATIONS & WORKING RELATIONSHIPSInternal: Finance, O&M, Projects departments, Business DevelopmentExternal: Lusail City Administration Complex, Lusail City Operation Team, Government bodies, Stakeholders, Marafeq Qatar customers6. CONTEXT, WORK ENVIRONMENT & DECISION-MAKING AUTHORITYThe job holder is required to foresee and meet current and potential challenges presented by rapid operational and staff growth in creating and implementing effective human resources strategy.The job holder exercises financial authority as per the level established by Marafeq Qatar management and stipulated in the authority matrix.Key decisions having significant impact on the Customer Service department are referred to Commercial Director for approval before implementation.7. QUALIFICATIONS, EXPERIENCE & SKILLSMinimum Qualifications:Bachelor’s degree in Engineering or equivalent technical fieldMaster’s degree is preferredMinimum Experience:10 years of experience in a similar role and industry, with at least 5 years in a managerial roleExper