- Plan and execute the Customer Service Management Plan as per project scope, ensuring smooth takeover and stabilization of revenue management activities covering meter reading, billing, and collection.

- Develop, implement, and enforce Standard Operating Procedures in line with regulatory guidelines, contractual obligations (should understand the contract requirement), and organizational policies.

- Should have experience in end-to-end management of meter reading, billing, collection, disconnection and reconnection activities, including bulk connections, recovery, customer communication, internal audits, quality control, legal cases, and grievance redressal.

- Lead the development, implementation, and management of Reading, Billing, Collection and related CRM systems and other activities, and associated digital tools (meter reading apps, billing apps, collection apps, customer care platforms, and FAQ systems), ensuring end-to-end mapping and monitoring of assigned modules/processes.

- Manage and maintain a robust customer database, including meter data, reading data, billing data, and collecting records, and establish data redundancy, backup,



and security mechanisms to ensure data accuracy and safety.

- Manage and supervise project teams including, meter readers, billing and collection teams and related teams for coordination and improvements to ensure productive day-to-day operations and adherence to accuracy and service benchmarks.

- Analyze meter reading and consumption data to identify anomalies such as incorrect meter numbers, abnormal readings, and unusually high or low consumption, and implement corrective measures to ensure 100% accurate meter reading and billing for all registered customers.

- Establish DMA-wise Non-Revenue Water baselines to identify commercial loss components, and coordinate with teams to design and execute loss-reduction for commercial losses to strategies in line with NRW targets.

- Excellent knowledge of Microsoft excels dashboards, presentations, process manuals, and methodology documents to support decision-making, audits, and reviews.

- Open for learnings, New Initiatives and implementations to ensure the process improvements

📌 Assistant Manager/ Joint Manager (Gurugram)
🏢 Suez
📍 Gurugram