Manager / Divisional Manager – Commercial Management

Position: Manager / Divisional Manager – Commercial Management

Experience: 10–15 Years

Location: Mumbai

Industry: Power Distribution / Utilities / Energy / Infrastructure

Function: Commercial Operations / Customer Management / Metering

About the Role

We are looking for an experienced Manager / Divisional Manager – Commercial Management to lead commercial operations covering new connection applications, key account management, HT/LT industrial metering and energy audit activities.

The role will be responsible for managing end-to-end operations, customer and developer relationships, cross-functional coordination, SLA/KPI achievement, MIS, regulatory compliance and continuous process improvement.

Key Responsibilities

1. Commercial Operations & New Connections

- Lead end-to-end processing of new connection applications for commercial and industrial customers.
- Manage lead generation, qualification, opportunity tracking and customer onboarding.
- Coordinate network recommendations, site visits, approvals, construction supply and permanent supply milestones.
- Ensure timely processing of applications, documentation, estimates, payments and service orders.
- Coordinate with technical, civil, planning, service and other internal teams for timely execution.
- Monitor application backlog, TAT and cancellation levels and take corrective actions.

1. Key Account Management

- Manage relationships with developers, premium customers, large projects and other key stakeholders.
- Conduct regular customer meetings to understand requirements and resolve commercial, billing, technical and service-related concerns.
- Drive customer retention and threat mitigation initiatives.
- Facilitate value-added services such as EV, Solar, BESS, AMC and Energy Audit.
- Handle escalations and ensure timely resolution of customer grievances.

1. HT/LT Metering Operations

- Lead HT and LT Industrial (LTP-II) metering operations and ensure timely and accurate meter reading.
- Monitor remote meter reading through HES/AMR/MDM systems and manual meter-reading activities.
- Ensure validation of energy, MD, PF, voltage and current parameters.
- Identify abnormal consumption, non-communicating meters and suspicious consumption patterns.
- Coordinate meter testing,



replacement and other corrective actions.
- Ensure accurate and timely billing inputs and minimize estimated billing.

1. Energy Audit & Loss Management

- Lead support activities for DT, substation and cluster-level energy audits.
- Monitor consumer-DT-substation tagging and identify gaps.
- Analyse consumption and loss data and identify opportunities for corrective action.
- Coordinate meter replacement, retagging, unbilled meter follow-up and enforcement leads.
- Prepare and review energy audit MIS and management reports.

1. Stakeholder & Regulatory Coordination

- Coordinate with internal departments and external stakeholders for smooth execution of commercial activities.
- Handle cases involving customer complaints, regulatory matters, deviations and exceptions.
- Ensure adherence to applicable company policies, Electricity Act requirements and MERC regulations.
- Maintain proper documentation and audit readiness.

1. Team Management

- Lead, mentor and develop the commercial operations team.
- Ensure adequate manpower and optimum resource utilization.
- Set individual and team objectives aligned with business KPIs.
- Monitor productivity, quality, attendance and field performance.
- Conduct regular performance reviews and identify training requirements.

1. MIS, SLA & Performance Management

- Monitor operational KPIs and ensure achievement of defined SLAs.
- Prepare and review daily dashboards, weekly SLA/backlog reports and monthly KPI/trend reports.
- Track exceptions, deviations, pending cases and customer escalations.
- Identify process gaps and implement corrective and preventive actions.
- Drive continuous improvement through Kaizen, Six Sigma and other process-improvement initiatives.

Key Performance Indicators (KPIs)
- New connection application TAT and backlog
- Network recommendation and approval TAT
- Construction and permanent supply execution
- Customer satisfaction and retention




- Application cancellation percentage
- Meter-reading completion and accuracy
- Reduction in estimated billing
- HT/LT metering accuracy
- DT and substation meter-reading compliance
- Energy audit and loss-monitoring performance
- SLA adherence
- Complaint and escalation resolution TAT
- MIS and reporting accuracy
- Team productivity and manpower utilization
- Safety and compliance performance

The source scope specifies, among other targets, 99% meter-reading completion, 99.5% manual-reading accuracy, 100% DT reading on schedule, and zero safety violations.

Candidate Profile

- Graduate/Postgraduate in Engineering, Commerce, Business Administration, Management or related discipline.
- 10–15 years of relevant experience in commercial operations, power distribution, utilities, energy, infrastructure or a related industry.
- Robust experience in commercial/customer operations and managing large teams.
- Experience in HT/LT metering, new connections, key account management, energy audit or utility operations will be preferred.
- Strong understanding of commercial processes, customer lifecycle and SLA-driven operations.
- Experience in handling multiple stakeholders and large customer/developer accounts.
- Strong analytical, problem-solving and decision-making skills.
- Excellent communication, negotiation and stakeholder-management capabilities.
- Strong proficiency in MIS, dashboards and data analysis.
- Exposure to SAP / SAP IS-U, HES, AMR/MDM or utility systems will be an advantage. The source document specifically references SAP IS-U, HES/AMR/MDM and related system training.

Preferred Industry Background Candidates from the following sectors can be considered:
- Power Distribution / Electricity Utilities
- Energy & Power
- EPC / Infrastructure
- Electrical & Utility Services
- Smart Metering / Metering Services
- Facility / Energy Management Services
- Industrial Commercial Operations

Core Competencies Commercial Operations | Key Account Management | New Connections | HT/LT Metering | Energy Audit | Customer Relationship Management | SLA & KPI Management | Stakeholder Management | Regulatory Coordination | MIS & Analytics | Team Leadership | Process ImprovementRole & responsibilities

Preferred candidate profile

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