CUSTOMER SERVICES Dep. MANAGER
National Water Company
مجموع سنوات الخبرة :21 years, 1 أشهر
Directs and oversees all activities related to the Customer Services function at King Abdullah bin Abdulaziz Project for Zamzam including, Customer Attendance, Billing, Revenue Collection, Customer Relations, Customers Complaints, Technical Activities and Business Application.
1. Organizes and manages all Customer Services activities in Zamzam project.
2. Supervise and monitor the Contractor (Operator) experienced in Manpower provision at Customers Services Centers.
3. Ensures the efficient implementation of customer processes and procedures are applied systematically in both front office and back office activities.
4. Manages and optimizes the organization of the departmental activities and the use of resources allocated to it, to optimize efficiency.
5. Problem solving and taking decisions with customer complaints.
6. Ensures and maintains the best possible working interface with other departments within the Makkah City Business Unit and Holy sites, especially the O&M dep.
7. Improve complaint management process within customer service dep.
8. Managing related KPIs (Key Performance Indicators) for the customer service activity with contractors.
9. Enhance the business process within customer service dep.
10. Monitoring and control the contractors performance.
11. Reviews staff capacity for the preparation of Training and Development Program.
12. In consultation with the IT dep., reviews the system process for best utilization.
Directs and oversees all activities related to the Customer Services function at Makkah Business Unit and Holy sites including, Customer Attendance, Billing, Revenue Collection, Marketing & Customer Relations, Technical Activities and Business Application while ensuring alignment of processes with strategic objectives of the company.
1. Organizes and manages all Customer Services activities in Makkah City and Holy sites.
2. Ensures the efficient implementation of customer processes and procedures are applied systematically in both front office and back office activities.
3. Manages and optimizes the organization of the departmental activities and the use of resources allocated to it, to optimize efficiency.
4. Support the Customer Service Director for problem solving and taking decisions.
5. Enables the organization to reach contractual targets and international standards.
6. Ensures and maintains the best possible working interface with other departments within the Makkah City Business Unit and Holy sites, especially the O&M dep.
7. Improve complaint management process within customer service dep. and new house connection procedures.
8. Managing related KPIs (Key Performance Indicators) for the customer service activity in the management contract.
9. Enhance the business process within customer service dep.
10. More focus on the customer services strategy issues.
11. Monitoring and control the contractors performance.
12. Enhance meter reading and billing process.
13. Reviews staff capacity, and supports the HR Director and Customer Services Director for the preparation of Training and Development Program.
14. In consultation with the IT dep., reviews customer data, records and storage methods to complete and update the Customer Record Database in digital form.
15. Prepares the Demand Management Strategy Report to develop customer water awareness.
16. With the support of O&M Dep., implements the improved New Connections Procedures and Revenue Metering Strategy defined by the Customer Services Dep.
17. Reviews current customer service systems, resources, methods, practices and needs and provide all information to support and advise the Customer Services Director in the preparation and implementation in the City of the following:
a. The Customer Services Annual Service Delivery Plans
b. The Customer Interface Strategy Report.
c. Managing the establishment, commissioning and staffing of Customer Service Centers.
d. The implementation of Demand Management Strategy
e. The Billing, Payment and Collection Strategy Report and its implementation in the City.
18. Manages the implementation by an independent specialist of the Customer Satisfaction/Awareness Survey.
19. Supervises customer relations for very high ranked customers and administrations, etc.
20. Supports the IT dep. and Customer Services Director in the preparation, commissioning and implementation in the City area of the CRM system.
21. Under the supervision of superiors, plans and implements the gradual and effective transfer of skills and responsibility to staff under responsibility for the timely and seamless transfer of business functions.
Supervise and monitor the International Contractor (Operator) experienced in provision of water and wastewater services for the Holy City of Makkah and the City of Taif in compliance with performance management contract.
1. Working on unique experience in the privatization Department to reform water and wastewater sector in the Holy City of Makkah and the city of Taif through Public Private Partnership (PPP) and then continuing in the Project Management field.
2. Support the Senior Privatization Support Manager - Western Region for problem solving and taking decisions.
3. Administer the Management Contract in accordance with the Conditions of Contract.
4. Monitor compliance of the Contractor with contractual obligations, including inter alia Deliverables, Performance Standards and Contractor’s Personnel.
5. Manage and supervise the performance by NWC of its obligations.
6. Work collaboratively with the Contractor towards achieving the goals of the Contract by facilitating input from NWC Functional Departments and proactively helping to resolve obstacles to the execution of the Services and other issues raised by the Contractor.
7. Conduct internal audits of the performance data collected by the Contractor.
8. Arrange for external audits and annual performance assessment by the Independent Auditor.
9. Setup PMO, Overall program management, monitor, track, and control through PM tools and lead the program.
10. Develop communication plan to govern interaction of the project parties.
11. Identify project risks and develop mitigation strategy.
12. Make sure that all deliverable had been submitted by the Contractor as scheduled.
13. Review and quality control of all deliverables related to each business function.
14. Escalation of any serious obstacles to the top management.
15. Monitor water and wastewater activities.
16. Support the Operator in water and wastewater activities and services.
17. Supervision of implementation of policy and procedures.
18. Review the progress monthly report.
19. Review all procedures and manuals and getting an approval from business functions department.
Managing, monitoring, and supervising the operation of Sea Water Reverse Osmosis Desalination Plant (capacity: 40, 000 m3/day) and Waste Water Treatment Plant (capacity: 9, 500 m3/day) at King Abdullah University of Science & Technology ( KAUST ).
1. Managing day to day operations of the respective Utility operation via continuous evaluation & monitoring and identification of cost reduction initiatives.
2. Support the Utilities Director for problem solving, developing Utilities operational strategies, and compliance to Contingency plans.
3. Preparation & implementation of respective audit schedule and ensuring that all audits are carried out to schedule.
4. Communication with respective Service Provider to ensure that audit findings are addressed in a timely fashion and that all corrective actions are verified.
5. Escalation of any serious operational breeches / audit non-conformances.
6. Preparation of respective monthly report component.
7. Reporting on plant condition, KPI status, corrective/preventive actions & HSEQ.
8. Reporting on the Facilities Management & Service provider deliverables for respective utilities scope.
9. Integrate KAUST’s objectives for sustainable development and work on a continuous improvement basis.
10. Coordinate with Technical library for ensuring that O&M documents & Asset Registers are updated for any changes made in installations.
11. Raise unavailability report, if required, to KAUST & Service Provider for any problems reported by Helpdesk & Auditors.
12. Review auditor reports for fault correction and coordinate with Service Provider.
13. Hold weekly operations meeting with Service provider counterpart.
14. Identify change order requests and advise Utilities Director on the same.
15. ensure that all policies, procedures and safe systems of work fully comply with those of KAUST, as relevant to operations within the Township.
16. Coordinate resolution of hazards with respective Service Provider personnel.
17. Identify training needs within respective area of operation.
18. Coordinate with Helpdesk & Service providers for closing out complaints.
19. Coordinate & carry out condition assessments and report on the same.
20. Identify any outstanding maintenance, upgrading or permanent fixes.
21. Perform root cause analysis for problems faced using the 5 Why’s method.
22. Provide support for preparation of respective Utilities disaster recovery plan.
23. Test disaster recovery & continuity plan for identifying improvements.
24. Advise & assist other EMCOR Facility Services (EFS) departments for respective Utilities related issues.
Participate in and provide support to, planning and coordination with relevant parties in the development of Project financed water and Power ventures throughout all stages of the process.
1- Preparation to Bid:
a. Gather and complies company information and data that is considered to qualify the company to bid for the project and discuss with supervisor to ensure accuracy and comprehensiveness.
b. Submits to “off taker” and provides clarifications as may be necessary.
c. Upon acceptance of the submittal collects pertinent data from the “off-taker” relating to the project, organizes, sorts, and distributes it to pre-determined parties such as potential EPCs, partners, etc.
2- Evaluation and Support:
a. Participates in the evaluation of technologies to be used in the execution of the project and the analysis of capabilities of project contractors, O&Ms, etc.
b. Provides support to and participates in the compilation of the documentation to meet the RFP requirements.
3- Licenses and Permits:
a. Follows up on and ensures that all required licenses and permits required for implementing the financed project are secured in a timely manner.
4- Business Relationships:
a. Develops and maintains professional relationships with service providers to the project and relevant Governmental agencies to ensure smooth and timely flow of business.
5- Database:
a. Develops and builds a comprehensive database that includes service providers, capabilities, relevant technologies, etc. and ensures it is updated regularly.
6- Marketing & Development:
a. Participates in pertinent industry conferences, seminars and/or conventions to market the company’s services and capabilities and at the same time keep abreast of developments and innovations in the industry.
7- Project Management:
a. Organise and coordinate Project Life Cycle phases for control purposes.
b. Contribute to the identification, description and analysis of the project needs, expectations, constraints, assumptions, exclusions, inclusions and deliverables.
c. Contribute to preparing and producing inputs to be used for further planning activities.
d. Assist in monitoring the achievement of the project’s scope.
e. Assist in identifying and recognising potential risks that could affect project performance. As well monitor and control the project risks.
f. Participate in the estimation and preparation of cost budgets for an element of work and monitor and control actual cost against budget.
g. Monitoring and controlling of cost budget performance by maintaining records and communication.
h. Plan, organise and support project meetings and workshops.
i. Schedule project activities to facilitate effective project execution.
j. Gathering project activities from technical experts and within own field of expertise.
k. Develop a project schedule by sequence activities and estimate duration.
l. Evaluate and improve the project team’s performance by undertake assessment of individuals and teams on an ongoing basis in agreed timeframes.
m. Works as a project team member autonomously and collaborate with other team members to make a positive contribution to team coherence, image and spirit. Off course with respect personal, ethical, religious and cultural differences to enhance interaction between team members.
n. Monitor and evaluate actual project work versus plan (baseline).
8- Project Quality:
a. Provide assistance in implementing and assuring project work is conducted in accordance with the project quality plan.
b. Assistance the team for following up the need for consistent processes and standards to achieve quality.
c. Participate in monitoring and evaluating the project’s quality plan implementation.
d. Record quality deviations and exceptions against project quality plan.
e. Assist in suggesting and implementing corrective actions to improve quality.
Develops Water and Wastewater projects in Saudi Arabia involving independent responsibility of :-
1. Techno-commercial evaluation of projects under development.
2. Pre-qualification of AmiWater for various projects of interest.
3. Project proposal preparation involving techno-commercial and financial matters.
4. (Assigned a projects Manager) to Manage and monitor projects under implementation to ensure that the projects are implemented within estimated time and cost.
5. Project management (Operation phase in the forms of BOT or BOO).
6. Prepare the technical information for various projects of interest.
7. Assist teams who make a feasibility study during a marketing survey and collect data.
8. Follow-up and register all issues related to the water, waste water & infrastructure in during attendance the exhibitions and conferences regional and international.
9. Effectively liaise with the various players involved in the project development such as local authorities, our partners, AmiWater’s international expert pool, etc.
10. Collect various Group companies data for pre-qualification submission.
11. Responsible for the documentary of elementary and final permissions of the desalination plants.
12. Evaluate the project team performance.
13. AmiWater representative in all issues related to the water, waste water & infrastructure in during attendance or/and delegate the exhibitions and conferences regional and international.
To assist the project development manager to develops Water and Wastewater Management projects in Saudi Arabia involving independent responsibility of :-
1. Techno-commercial evaluation of projects under development.
2. Prepare the technical information for various projects of interest.
3. Help the teams who make a feasibility study during a marketing survey and collect data.
4. Follow-up and register all issues related to the water, waste water & infrastructure in during attendance the exhibitions and conferences regional and international.
Overall grade Excellent. The second of the group graduated in April 2007.
Overall grade Very Good. - The second summer training in Western Distribution, Saudi ARAMCO Company during of summer 2001 for ten weeks. - The first summer training in The National Company for Plastic Industry in Jeddah during of summer of 2000 for nine weeks.