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.

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 intervals.

Degree/Diploma in Chem/Mech or BSc/MSc Env.

Min 10-12 years’ work experience in wastewater O&M and out of which at least 4-6 years of supervision role.

● 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 using and analyzing data through digital tools e.g., Insight,

ServiceMax, Gensuit and others.

● Problem Solving: Identifying problems, analyzing, doing RCFA reviewing related information to arrive at the best

possible solutions to be implemented for fixing any issue.

● Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions,

conclusions or approaches to problems.

● Engineering Technology: Knowledge and hands on experience of maintaining MBR systems and related

equipment. He should be well versed in biological process, filtration process, CIP, and related troubleshooting.

The incumbent should know or be aware of other technologies e.g., UF, RO, EDR, ZLD etc.

● Data Management: Ensure timely update of plant related data into system in soft copy or recording in hardcopy

and finally utilize the data smartly for performance enhancement.

● Ethics and compliances: Should be transparent, compliant and demonstrate integral culture amongst employees

by setting up high standards of ethics and compliance.

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