Senior Specialist Commercial and Customer Affairs Tempo Inteiro

The Republic of Mozambique Pipeline Company (ROMPCO) intends to recruit one (1) Senior Specialist – Commercial and Customer Affairs, based in Maputo.

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.

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.

Minimum qualifications

• Bachelor’s degree in a technical or business major.

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.

Competencies

Competencies/Skills:

Leadership and behavioral competencies

• Communication – Expert;
• Problem solving – Expert;
• Results orientation – Advanced;
• Negotiation – Advanced;
• Conflict resolution – Advanced.

Technical competencies

• Analysis – Expert;
• Commercial acumen – Advanced;
• Customer relationship management – Advanced;
• Customer service – Advanced;
• Financial planning – Intermediate;
• Engineering – Basic.