Job Profile | |
| Job title: | – Senior Specialist: Commercial and Customer Affairs |
| Location: | – Mozambique |
| Job summary and objectives | |
| Functional area | |
| – Commercial and Customer Affairs | |
| Job purpose | |
| – To support the GM: Commercial and Customer Affairs in developing strategic Commercial and Customer Affairs initiatives and setting the function cost targets – To support the preparation of the annual gas plan – To manage gas flow, capacity, balancing & losses for Mozambican customers – To assist in identifying and acquiring Mozambican customers through the assessment of customer viability – To maintain communication with Mozambican customers and ensure Mozambican customer satisfaction – To support Mozambican customer contract management, including assistance in the resolution of issues & disputes – To act as the primary representative, point of contact and signatory regarding ROMPCO’s Mozambican presence | |
| Long–term objectives | |
| – Assist in implementing and monitoring strategic customer/commercial objectives – Ensure smooth execution of Mozambican customer contracts – Proactively ensure Mozambican customer satisfaction through regular communication – Aid in finalising satisfactory contracts with Mozambican customers – Support in driving establishment of ROMPCO’s presence in MZ | |
| Short-term objectives | |
| – Assist in preparing the annual gas plan – Produce gas capacity and loss management reports for Mozambican customers timeously – Generate longlist of potential Mozambican customers – Address most immediate Mozambican customer contract disputes and other customer-related issues – Act as the primary representative, point of contact and signatory for all MZ-related issues | |
| Responsibilities | |
| Key Responsibilities | |
| Commercial and Customer Affairs Strategy Definition | |
| – Aid in developing, implementing and monitoring strategic customer/commercial initiatives – Support the setting of long- and short-term cost targets for Commercial and Customer Affairs function and the development of budgets – Assist in reviewing, developing or updating Commercial and Customer Affairs function policies and processes | |
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| Capacity Management | |
| – Assist in preparing the annual gas plan – Confirm and consolidate Mozambican customer nominations and requisite gas supply availability – Monitor and manage pipeline operations Service Provider(s) activities – Track actual gas flow against planned gas flows and contractual obligations with Mozambican customers – Report on gas flow to Mozambican customers – Monitor measurements of gas at entry and off-take points (for Mozambican customers) – Conduct/oversee investigations into Mozambican customer claims of off-spec gas and any large discrepancies – Calculate cumulative gas imbalance for individual Mozambican customers and adjust daily deliveries of gas to achieve zero imbalance from previous period | |
| Customer Acquisition (where required) | |
| – Generate/update longlist of potential Mozambican customers – Aid in developing internal proposals for acquisition of Mozambican customer – Analyse viability and estimate ROI of potential Mozambican customer – Develop a business case for the infrastructure development project necessary to service new Mozambican customer | |
| Customer Relationship Management | |
| – Maintain regular communication with Mozambican customers – Develop/update customer satisfaction survey and analyse Mozambican customer satisfaction survey results – Support in implementing Mozambican customer service improvement initiatives | |
| Customer Contract Management | |
| – Provide support in Mozambican customer contract negotiations and finalisation – Ensure adherence to and smooth execution of Mozambican customer contracts | |
| Dispute/Issue Resolution | |
| – Identify issue/dispute with Mozambican customer and aid in investigation process – Provide support in resolving Mozambican customer issue/dispute – Assist in developing and implementing further corrective, preventative or continuous improvement measures to ensure issue/dispute does not recur | |
| Country Management | |
| – Support in driving the establishment of ROMPCO’s presence in MZ – Act as the primary representative, point of contact, and signatory for all MZ-related issues | |
| Financial responsibilities | |
| Financial responsibilities | Work location and travel |
| – N/a | – ROMPCO office (MZ) with travel predominantly within Mozambique |
| Key performance indicators | |
| Finance – ROI of acquired Mozambican customer following capital expansion
Operations/HSE | People – % of objectives laid out in Individual Development Plan achieved |
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| – % gas delivery according to Mozambican customer contractual obligations – Cumulative gas imbalance per Mozambican customer – Number of company violations within ROMPCO’s operations in Mozambique | Customers – Mozambican customer satisfaction level – Number of Mozambican customer complaints received / number of Mozambican customer complaints resolved – % compliance to Mozambican customer contracts % compliance to South African customer contracts | ||
| Interfaces | |||
| Organisational Structure | |||
| GM: Commercial and Customer Affairs | |||
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Senior Specialist: Specialist: CCA South CCA Africa Mozambique | |||
| Reporting relationships | |||
| Reports to | |||
| – GM: Commercial and Customer Affairs | |||
| Supervises | |||
| – None | |||
| Key business contracts | |||
| Key internal and external contacts | Reason for frequency of communication | ||
| Internal: – CEO – GM: Commercial and Customer Affairs – Specialist: Commercial and Customer Affairs ZA | Internal: – Reporting on any issues within ROMPCO’s operations in Mozambique (ad hoc) – Reporting on gas capacity, balancing and losses (monthly) – Report on Mozambican customer matters and disputes (monthly and quarterly) – Discuss Mozambican customer acquisition opportunities (quarterly) | ||
| External – Pipeline operations service provider(s) – Mozambican customers – Legal counsel | External: – Review of gas capacity, balancing and loss data (weekly, monthly) – Address Mozambican customer contract matters and legal disputes/ issues (ad hoc) | ||
| Qualifications | |||
| Education and training | |||
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| Minimum qualifications | |
| – Bachelor’s degree in a technical or business major | |
| Additional qualifications | |
| – Related master’s degree | |
| Experience | |
| Minimum experience | |
| – 5+ years relevant experience – Working experience in the gas, energy or utility industry with some understanding of the gas industry in Mozambique – Portuguese speaking, with customer service experience in Mozambique – Proven commercial skills, with an understanding of gas transmission processes – Capacity management experience (preferably in a regulatory environment) – Proven record of maintaining customer relationships and assisting in managing key accounts | |
| – Additional experience | |
| – Proven experience in acting as a company liaison/representative/point of contact | |
| Competencies | |
| Competencies/Skills | |
| Leadership and behavioural competencies | Proficiency level (basic intermediate, advanced, expert) |
| – Communication | – Expert |
| – Problem solving | – Expert |
| – Results orientation | – Advanced |
| – Negotiation | – Advanced |
| – Conflict resolution | – Advanced |
| Technical competencies | Proficiency level (basic intermediate, advanced, expert) |
| – Analysis | – Expert |
| – Commercial acumen | – Advanced |
| – Customer relationship management | – Advanced |
| – Customer service | – Advanced |
| – Financial planning | – Intermediate |
| – Engineering | – Basic |
Applications in the form of a comprehensive CV must be sent to the Mrs Zarina Spencer
HR Administrator via email
Closing date for all applications is 10 March 2023.
No late applications will be considered.