Lead Specialist - Customer Service Management

Veolia. Veolia group aims to be the benchmark company for ecological transformation. In 2022, with nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2021, the Veolia group supplied 79 million people with drinking water and 61 million people with wastewater service, produced nearly 48 million megawatt hours of energy and treated 48 million metric tons of waste.

Job Description :

Service Manager / Account is responsible for the successful operation and maintenance of multiple VWTS Engineered System (ES) Services / CAS sites within the region assigned and reporting to Service Fulfillment Leader, South Asia. The incumbent should be technically strong in process and capable to identify issues, analyze and do the troubleshooting. He should ensure plant performance and can deliver an agreed quantity and quality of treated water and meet other KPIs (Key Performance Indicators). Provides direct oversight, leadership and direction to the Field Services teams to ensure that operating plan targets are met or exceeded in a safe and compliant manner. Managing customers and O&M team deployed at various locations across India. Accountable for profitability and sustainable delivery of services. Leads all site management, regional service management, field service management and associated customers within the region.

• Manage overall account, responsible for the effective, successful management of sites and ensuring agreed quantity, quality, cash collection, profitability, and compliances.
• Responsible for P&L of the O&M account.
• Building strong business relationships with the clients and key business stakeholders.
• Maintain a safe and healthy work environment within teams by establishing, following and enforcing standards and procedures, complying with company and statutory regulations.
• Must be knowing the process, operation and maintenance of various water and wastewater treatment technologies Eg. STP / ETP-MBR, biological, RO, UF, ZLD, EDR etc.
• Overall review of O&M sites on regular intervals to verify & optimize service deliverables as per service contract.
• Communicate job expectations, planning, monitoring, appraising and reviewing job contributions by individual / team.
• Vendor management and maintaining associated compliances.
• Team building, employee motivation and rewards.
• Responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work.
• Reporting O&M account updates and summary to the management on regular Graduate / Post Graduate.
• Min 10-12 years work experience in wastewater O&M and out of which at least 4-6 years of supervision role.

Additional The incumbent should actively work and ensure adequate RA, SOP, SMP, Checklist and other EHS related requirements. Ensure all legal requirements should comply within stipulated time. Should practice best practices.

People management :

Customer Management :

Services management :

Digital tools, Report, and review :

Problem Solving :

Critical Thinking :

Engineering Technology :

Data Management :

Ethics and compliances :

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

(ref : iimjobs.com)