The Assistant Director, Customer Relationship & Brand Management has accountability for the customer service experience, the customer systems and relationships with the Authority and its brand.

WATER AND SEWERAGE AUTHORITY OF TRINIDAD AND TOBAGO

Job Title:   Assistant Director, Customer Relationship & Brand Management

Division:  Technology, Future Systems & Sustainability

Department/Section:  Customer Relationship & Brand Management 

Location:Head Office, St. Joseph

Reports to: Director Technology, Future Systems & Sustainability

1. JOB PURPOSE:  

The Assistant Director, Customer Relationship & Brand Management has accountability for the customer service experience, the customer systems and relationships with the Authority and its brand. The role’s primary accountability is design and execution of a customer-centric, data-driven business model.

This role supports a transformed Authority in achieving its strategic mandate through the development and execution of policies and/or programs, accountability for staffing and leading teams to achieve the stated strategic goals.

This role ensures that customer satisfaction, performance and profitability are positively impacted to yield income and leverage value across the value chain for the customer through the design and execution of customer service systems, data driven processes and technology, along with brand positioning and management.

2.0KEY ACCOUNTABILITIES:

STRATEGIC LEADERSHIP AND MANAGEMENT

2.1Implements and manages a customer-centric system designed to produce accurate customer billing and data.

2.2Develops appropriate policies to support a customer-centric authority, manage customer service and ensure appropriate governance in the delivery of service by the Authority.

2.3Implements a journey mapping exercise to build customer-centric positioning and develops appropriate strategies to respond to outputs.

2.4Manages service interactions to customers including service requests, billings, queries and complaints.

2.5Manages and audits the Authority’s customer complaint system to ensure accurate timely response and resolution of complaints in a satisfactory manner.

2.6Designs appropriate customer-centric management systems in response to analyses of customer complaints and service issues for improved service.

2.7Reviews customer KPI’s to ensure service levels are in keeping with the Authority’s standards and implements appropriate strategies to address requirements.

2.8Develops additional service and product lines to provide additional revenue generation and brand development for the Authority.

OPERATIONS

2.9Manages the customer contact systems to ensure adequate treatment of customer services and enquiries.

2.10Analyses customer data to determine trends for business intelligence and service response.

2.11Reviews, designs and implements service processes as required by the Authority.

2.12Maintains adequate analyses of customer service processes, outputs, deliveries and customer satisfaction. 

2.13Develops and implements operational policies, process descriptions and guidelines to support the customer service processes.

2.14Implements appropriate strategies to manage the Authority’s brand.

PEOPLE 

2.15Leads the human resources activity for the unit by managing staff performance through coaching, oral and written discipline and making appropriate interventions for improved performance.

2.16Collaborates with relevant officials and managers to respond to service enquiries and issues.

2.17Communicates with service centers in the resolution of issues and the analysis of customer needs.

2.18Collaborates with internal and external stakeholders in the positioning and management of the Authority’s brand. 

2.19 Promotes a healthy and safe culture that is compliant with government legislation, company policy, and environmental regulations and standards.

REPORTS

2.20Completes activity and performance reporting for areas of accountability.

2.21Completes performance reporting for assigned staff.

2.22Contributes to the division’s preparation of the annual budget by reviewing project needs and resources in order to provide the required information relative to expenditure, services.

2.23Completes reporting for the completion of service process requests.

2.24Develops position papers/ reports on the needs of customers and stakeholders to address service and brand positioning.

Together with such other tasks as required by the Director and which are appropriate up to the grading level of the post.

3.0COMPETENCIES

CORE

3.1 Safety: Adherence to the safety practices, laws and codes guidelines, as outlined in the Safety Policy, Operational Manuals and other company documents. Safety First!

3.2 Teamwork: To work together with one or more persons / organizations to complete a project or task, working towards a common good to benefit the team or organization. Demonstrating the ability to develop, maintain, and strengthen partnerships with others both inside and outside the organization.

3.3Enterprise Customer Advocacy: An obvious focus on what is best for the customer throughout the enterprise, a desire to assist and/or serve customers and meet their needs. Taking personal responsibility for addressing issues in customer-service, with prompt and effective solutions and without becoming defensive; Ability to prioritize multiple customer needs and act in accordance with the department initiatives and the organisation's core values. It is simply about putting the customer first in everything that we do at WASA.

3.4Professionalism: The habitual and judicious use of communication, technical and problem-solving skills, clinical reasoning, emotions, values, and reflection in daily practice for the benefit of the company and community.  Demonstrates a conscientious, courteous, and business-oriented manner while on the job. 

3.5Uprightness: Adhering to the company’s Code of Conduct policy and all other company policies and guidelines. Promotes professionalism, morality, civility and ethical principles, demonstrating commitment to openness, being transparent and honest in one’s dealings with persons internal and external to WASA i.e., Doing the Right Thing All the Time.

TECHNICAL

3.6Customer Service Management:The ability to set challenging goals with desired results and to focus one's effort and the effort of the unit on the desired result. Demonstrating a strong sense of urgency about achieving results and solving problems to accomplish work. In addition, demonstrating a drive towards customer service excellence and results-based management and reporting.

3.7Brand Management:Brand management involves maintaining and improving a company’s brand image, ensuring that the brand is consistently presented to stakeholders and remains aligned with the company's core values and goals.

3.8Information Systems:The ability to demonstrate depth of knowledge and skill in the area of information systems and in a specialized ICT area. The ability to collect, store and process data with the purpose of providing information knowledge and digital products.

3.9Problem Resolution:  The ability to identify an issue, describe a logical problem-solving process that includes gathering information, analyzing the information and making decisions based on what has beenfound. Resolves difficult or complicated challenges.

LEADERSHIP

3.10Business Acumen: Demonstrates a deep understanding of the business environment. Capable of developing strategies that secure sustainable development of the company, capable of building and cultivating external relationships.

3.11Critical & Strategic Thinking: Sees the bigger picture and strives to effectively integrate the organisation into a cohesive whole.  Takes a strategic approach to leadership and planning, thinking about the longer term. Works to implement the strategic plan, monitoring and reviewing activities to ensure they are aligned with the broader goals. Self-directed thinking that produces new and innovative ideas and solves problems. Reflecting critically on learning experiences and processes and making effective decisions.

3.12Results Orientation: The ability to set challenging goals with desired results and to focus one's effort and the effort of the unit on the desired result. Demonstrating a strong sense of urgency about achieving results and solving problems to accomplish work.

3.13Managing through Change and Uncertainty: Adjusts thinking and behaviour to resiliently face change and uses experience to fuel growth. Embraces failure as a learning opportunity for self and others. Enables the process of change and transition while helping others navigate through the effects of change.

3.14Communication: The ability to communicate effectively both verbal and written. Effectively and appropriately interacts with others to build relationships, influence others, and facilitate the sharing of ideas and information.

3.15Stakeholder Management: The ability to work cooperatively with stakeholders, business professionals and partners and advise on strategic and operational issues, through insights that support business decisions.

3.16People Leadership: The ability to inspire, motivate, and empower people to achieve organizational goals. Coaches, mentors, and manages employee experience, and employee performance, through mindful preparation. Creates space for others to lead.

4.0QUALIFICATIONS & EXPERIENCE:

4.1Bachelor’s Degree in Marketing, Business Management or other relevant discipline, and any equivalent combination of experience and education.

4.2Master’s degree in Business Administration or general Management or a specialist Marketing post graduate qualification will be an asset.

4.3 At least ten (10) years’ experience in Marketing or Customer Service. Incumbent should have at least five (5) years managerial / senior level experience in a similar organization or environment.

5.0KEY RELATIONSHIPS:

5.1Direct Reports: Business Analysts (2), Technical Assistants (2), Lead, Marketing & Product Development, Management Assistant 

5.2Indirect Reports: Leads

5.3Internal Contacts: Directors, Assistant Directors, 

5.4External Contacts: Ministries, Agencies, Regulators

6.0ACCOUNTABILITIES/OUTPUTS: (Areas for which the incumbent is directly answerable for attaining and delivering in the course of duty)