Service Provider Performance & Contracts Lead

Manila Water Company, Inc.; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Manila Water Company, Inc. is seeking a Service Provider Management Lead in Metro Manila to oversee external providers across meter reading, bill printing, CRS, and collections.

You will ensure timely delivery, monitor performance, and align with Service Area Management Teams to hit service-level and AR targets. The role requires a Bachelor's degree in a related field and at least 3 years in provider management, SLA admin, and stakeholder coordination; strong communication and analytical skills

Qualifications

• Bachelor's degree in Finance, Accounting, Management or related field.
• At least 3 years' experience in service-provider management, contract/SLA admin, and stakeholder coordination.
• Strong verbal, written, interpersonal, presentation, and stakeholder-management skills.
• Analytical, adaptable, improvement-oriented and results-driven.
• Proficient in MS Office, especially Excel; familiarity with Power BI is an advantage.

Responsibilities

• Manages service providers for meter reading, bill printing and delivery, CRS, and collection agency services; ensures quality and timely completion, evaluates performance, and coordinates with Service Area Management Teams, support groups, and other departments to hit service-level, collection efficiency, and AR targets.
• Monitors service providers for meter reading, bill printing, bill delivery, CRS, and collection agency services.
• Monitors, plans, and ensures resolution and reduction of service-provider-related complaints.
• Reviews and recommends improvements to contracts, MOAs, and SLAs with current and new Service Providers.
• 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 reconnection requests.
• Monitors and evaluates monthly CRS provider performance, including notices, disconnection, reconnection, recovery results.
• Monitors collection agency performance, including recovery of long-outstanding accounts receivable and 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 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.

Skills

Verbal communication

Written communication

Interpersonal skills

Presentation skills

Stakeholder-management

Education

Bachelor's degree in Finance/Accounting/Management or related field

Tools

MS Excel

Power BI

Job description

Manila Water Company, Inc. is seeking a Service Provider Management Lead in Metro Manila to oversee external providers across meter reading, bill printing, CRS, and collections.

You will ensure timely delivery, monitor performance, and align with Service Area Management Teams to hit service-level and AR targets. The role requires a Bachelor's degree in a related field and at least 3 years in provider management, SLA admin, and stakeholder coordination; strong communication and analytical skills