Lead Customer Service Management Specialist

Veolia; Chintamani; On-site; INR 12,00,000 - 18,00,000; Full time

Job summary

A leader in ecological transformation is seeking a Service Manager/Account in Chintamani, Karnataka, to manage various water treatment operations across India. The successful candidate will have substantial experience in wastewater operations and management, strong supervisory skills, and a deep understanding of water treatment technologies. This role involves ensuring operational excellence, maintaining client relationships, and leading a team in compliance with safety standards.

Qualifications

• Minimum 10-12 years of work experience in wastewater O&M with at least 4-6 years in a supervisory role.
• Experience with various water treatment technologies such as MBR, RO, UF, EDR.

Responsibilities

• Oversee operation and maintenance of multiple sites.
• Responsible for P&L of the O&M account and maintaining strong client relationships.
• Ensure compliance with safety and operational standards.
• Manage team performance and employee development.

Skills

Process knowledge of water treatment

Customer management

People management

Problem solving

Critical thinking

Education

Degree/Diploma in Chemistry/Mechanical or BSc/MSc Environmental

Tools

MS Office

Digital tools for data analysis

Job description

Company Description

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.

Job Description

Service Manager/Account is responsible for the successful operation and maintenance of multiple VWTS Engineerered 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.

Qualifications

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.

Additional Information

• 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.