Service Provider Associate Manager

Manila Water; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Manila Water is seeking a seasoned Service Provider Management Specialist to oversee meter reading, bill printing and delivery, CRS, and collection agency services in Metro Manila. You will ensure SLA compliance, coordinate with service-area teams, and drive performance improvements to meet targets.

The role requires a Bachelor's degree and at least 3 years' experience in vendor management, contract or SLA administration, and stakeholder coordination, plus strong MS Office skills and familiarity

Qualifications

• Bachelor’s degree in Finance, Accounting, Management or equivalent.
• At least 3 years of relevant experience in service-provider management, contract or SLA administration, and stakeholder coordination.
• Strong verbal, written, interpersonal, presentation, and stakeholder-management skills.
• Analytical, adaptable, improvement-oriented, and results-oriented.
• Proficient in MS Office applications, particularly Excel; knowledge of Power BI is an advantage.

Responsibilities

• Manage service providers for meter reading, bill printing, CRS, and collection agency services.
• Monitor provider performance to ensure quality, timely completion, and SLA adherence.
• Review and propose improvements to contracts, MOAs, and SLAs.
• Coordinate with service-provider owners and supervisors to resolve disconnections, undelivered bills, and reconnection requests.
• Prepare management reports on service-provider performance and key operational results.

Skills

Stakeholder management

Verbal communication

Written communication

Presentation skills

Analytical

Process improvement

Education

Bachelor’s degree in Finance/Accounting/Management or equivalent

Tools

Excel

MS Office

Power BI

Job description

• Manages service providers for meter reading, bill printing and delivery, Collection-Related Services (CRS), and collection agency services. Ensures the quality and timely completion of assigned activities, evaluates service-provider performance, and coordinates with Service Area Management Teams, support groups, and other departments to achieve service-level, collection efficiency, and A/R days targets.
• Monitors service providers for meter reading, bill printing, bill delivery, Collection-Related Services (CRS), and collection agency services.
• Monitors, plans, and ensures the resolution and reduction of service-provider-related complaints.
• Reviews and recommends improvements to contracts, MOAs, and SLAs with current and new Service Providers in line with company’s policies and guidelines.
• Validates compliance-audit findings and recommends corrective actions across service-provider operations.
• Coordinates with service-provider owners and supervisors to resolve erroneous disconnections, undelivered bills, and urgent reconnection requests.
• Monitors and evaluates monthly CRS provider performance, including notices, disconnection, reconnection, other assigned activities, and related recovery results.
• Monitors collection agency performance, including recovery of long-outstanding accounts receivable and completion of required documentation for write-off.
• Coordinates with Service Areas to resolve unexecuted activities, including on-hold items and field findings.
• Identifies and propagates best practices related to Service Provider management.
• Prepares management reports on service-provider performance and key operational results.
• Prepares and submits quarterly IRR progress reports on disconnection and reconnection activities.
• Supports the testing of new IT programs to ensure compliance with operational requirements.
• Plans and manages OPEX for meter reading, bill printing, bill delivery, CRS, and collection agency operations within the approved budget.
• Reviews and processes service-provider billings and department expenses for accuracy and timely payment.
• Initiates cost-improvement projects and monitors budget utilization.
• Plans, develops, and implements programs and initiatives to improve Service Provider performance, productivity, compliance, and service quality in support of operational objectives.

Qualifications:

• Must be Bachelor’s Degree preferably in Finance, Accounting, Management, or any equivalent course
• Must have at least 3 years of relevant experience in service-provider management, contract or SLA administration, and stakeholder coordination.
• Must have strong verbal, written, interpersonal, presentation, and stakeholder-management skills
• Must be analytical, adaptable, improvement-oriented, and results-oriented
• Must be proficient in MS Office applications, particularly Excel, and able to identify opportunities for process automation; knowledge of Power BI is an advantage