DEPARTMENTAL MISSION
To provide thought leadership and direction in the management of PRASA customer services, implementing systems, policies, practices and standards to facilitate customer and revenue growth.

MINIMUM REQUIREMENTS:

• Post graduate qualifications in Customer Management, Marketing and/or Economics

KEY PERFORMANCE AREAS (KPAs)

• Oversee the development of customer services’ standards, procedures and policies that foster a customer-centric culture.
• Interpret the company strategy and roadmap and business plan to determine the direction of customer demands.
• Develop concepts and compile proposals/recommendations to increase patronage
• Review the effectiveness of initiatives (increased patronage generation and customer satisfaction) following implementation.
• Provide guidance and leadership in the setting of revenue targets.
• Build and maintain positive relationships with key stakeholders, including government entities, community organisations, and service providers.
• Understand issues raised in stakeholder forums and develop action plans in conjunction with relevant stakeholders to ensure resolution.
• Develop and implement efficient measures to ensure optimum capacity utilisation and performance.
• Manage human, physical, and financial resources in line with the organisational policies, processes and procedures
• Advise the CEO and EXCO of business strategies, emerging risks, etc.