Lead Customer Service Management Specialist

About 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.

As a Service Account Manager will be responsible for the successful operation and maintenance of multiple MWIS Industrial and other sites assigned and reporting to the Service Senior Services 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 services account under him

● 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 like -MBR, RO, UF, ZLD, EDR and BC..

● Overall review of services sites on regular intervals to verify the 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 the service excellence account updates and summary to the management on regular

intervals on a monthly basis.

 

EHS: 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 e.g., toolbox, audit, training etc. at site.

People management: Providing guidance and direction to O&M team members, monitoring

performance, and recognizing individuals. Identifying the developmental needs and helping them to

improve their knowledge, skills, and performance. Encouraging and building mutual trust, respect, and

co-operation amongst team members

Customer Management: The incumbent should be smart enough to deal with customer’s

expectations within the scope of job. Collaborating with multiple stakeholders and ensuring the result.

Services management: Establish service excellence and 9 Standards at site. Ensure all process,

operational incidents and EHS related information are reported, investigated for root cause analysis

and appropriate actions are initiated. Should proactively initiate VGP and initiate internal and external

review.

Finance: To ensure timely submission/collection of invoices and its processing. Regular follow-up for

payment collection and ensure PD should be at minimum level. Initiate necessary actions to reduce

cost of operation and maintenance.

Digital tools, Report, and review: The incumbent should be well versed with usage of

laptop/computer system -google mail and other google tools, MS Office others, prepare reports,

trends, presentations etc. for different reviews. The candidate should be competent in learning and

adopting the use of digital tools like Insight, Gensuit and RO project.

Bachelor’s/Master’s degree in Chemical/Mechanical/Electrical engineering from an accredited university

or college

At least 8-12 years in water treatment/Specialty chemicals/Manufacturing Industries

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