Assistant Manager Recovery

Purpose

He is responsible for effective disconnections of defaulting accounts and reconnection on receipt of payment in conformity to the relevant SOP/ rules.

Education & Relevant Experience

Graduate with relevant experience

Skills

• Experience in dealing with customers individually and in groups
• Must be able to communicate effectively with employees and customers in hostile situations.
  
  

Accountabilities

• Familiarizes self with written policies, forms and operating procedures. Interprets policies and assures their proper application by the Disconnect-Reconnect teams.
• Receives and analyzes daily delinquent disconnect list.
• Prioritizes work to achieve maximum recovery and prepares daily work assignments for DC/RC teams, in accordance with regulatory requirements.
• Assures that DC/RC teams are properly trained and equipped to disconnect and reconnect meters at delinquent customer locations.
• Assures that DC/RC teams have proper safety briefings and that all work is performed in accordance with safety rules, including how to interact with customers they meet during their inspections.
• Reviews DC/RC reports returned to office to assure proper completion of assigned work; reviews and acts on special comments noted by teams.
• Investigates and reports reasons for failure to perform all work assigned for the day.
• Periodically accompanies DC/RC teams to area of work to observe their work habits, particularly in regard to speed, thoroughness, and dealings with customers. Advises and guides as necessary.
• Maintains records necessary to measure Key Performance Indicators (KPI) of DC/RC teams, including number of meters disconnected and reconnected, and percentage of assigned work accomplished.
• Verifies performance of DC/RC teams by next-day re-inspection of portion of routes.
• Performs such other duties as may be directed.