Deputy Manager Operations

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Job Purpose

Main purpose is to handle the day to day operations and collaborate with relevant stakeholders to develop and implement strategies. This role also includes customer handling and organizing training sessions.

Key Responsibilities

• Operational Monitoring and site Penetration:
• Manage day-to-day operations of recovery efforts by RO agencies and their staff ( Recovery officers/linemen) .
• Ensure that all recovery activities (Door knocking/ Disconnection) are performed in compliance with KE policies and NEPRA laws.
• Monitor and evaluate the performance of recovery agencies on daily / Monthly / Quarterly basis and provide feedback for continuous improvement.
• Debt Recovery:
• Collaborate with recovery agencies to develop and implement effective collection strategies.
• Track the recovery progress and ensure recovery targets are achieved.
• Resolve escalated cases/high volume and disputes related to overdue payments.
• Conduct out of court settlement for the cases under litigations and other legal forums.
• Relationship Management:
• Act as a liaison between K-Electric and third-party recovery agencies.
• Maintain good relationships with agencies while ensuring accountability and performance.
• Provide guidance and support to agencies to improve recovery performance.
• Reporting & Analysis:
• Prepare detailed reports on recovery efforts, key metrics, and the effectiveness of recovery strategies.
• Analyze trends in overdue accounts and suggest process improvements
• Report findings to senior management with actionable insights.
• Compliance & Risk Management:
• Ensure that all recovery activities follow K-Electric’s code of conduct and comply with local regulations.
• Identify potential risks in recovery operations and develop mitigation strategies.
• Stay updated on changes in regulatory environments and modify processes accordingly.
• Customer Handling:
• Address customer grievances related to billing, overdue payments, and recovery processes.
• Ensure timely communication with customers and provide solutions to resolve payment issues.
• Collaborate with the customer service team to improve customer satisfaction and recovery success.
• Training & Development:
• Organize training sessions for recovery agents and third-party agencies on recovery techniques and legal obligations.
• Stay updated with industry trends and bring in new methodologies to improve recovery rates
  
  

Education & Experience

• Bachelor’s degree in business administration, Finance, Accounting, or a related field. An MBA would be preferred.
• 3-5 years of experience in recovery operations, debt collection, or financial services.
• Experience managing third-party recovery agencies is a plus.
  
  

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.