Assistant Manager – OGRA Compliant

Sui Southern Gas Company Limited; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Job summary

Sui Southern Gas Company Limited is seeking an analyst with an MBA or ACCA and at least one year of relevant experience to join its complaints and risk management team in Karachi.

The role involves reviewing complaints, assessing regulatory requirements, preparing MIS reports, and coordinating responses to OGRA and senior management. The incumbent will support risk management activities and ensure timely processing of regulatory obligations.

Qualifications

• MBA / ACCA with at least 1 year of relevant experience.

Responsibilities

• Review complaints with financial impacts regionally and prepare case files.
• Assess PUG complaints and take actions per standard rules.
• Review gas theft claims and gather documents per OGRA procedures.
• Analyze evidence to justify billings and prepare OGRA responses.
• Prepare monthly MIS reports and attend OGRA consumer hearings.
• Assist senior management in documenting OGRA queries and complaints.
• Ensure feedback from departments within 24–48 hours and file storage.
• Assist in improving complaints resolution and management structures.
• Ensure regulatory obligations are met and timely processing within regulations.
• Coordinate sensitive complaints and brief senior managers as needed.
• Provide timely status updates to complainants, respondents and management.
• Participate in risk management activities and identify key risks.
• Receive training in risk management.
• Undertake additional assignments from senior management.

Education

MBA / ACCA with at least 1 year of relevant experience

Job description

MBA / ACCA with at least 1 year of relevant experience.

Responsibilities:

• Review complaints having financial impacts on a regional basis when required and comments received from the concerned departments to prepare case files.
• Assess Passing Unregistered Gas (PUG) complaints and take the necessary actions required for resolving the complaints as per the standard rules and regulations.
• Review the cases of gas theft claims and obtain relevant documents required to ensure compliance with OGRA’s approved procedures.
• Analyze and obtain the evidence required to justify the billings and prepare responses for OGRA.
• Preparation of monthly MIS reports on OGRA consumer attend hearings along with DGM-RA regarding Consumer Complaints at OGRA offices.
• Assist senior management in documenting responses to OGRA-related queries and complaints under complaints resolution regulations procedures.
• Ensure departments provide relevant feedback within 24 – 48 hours and case files are stored for future reference.
• Assist in implementing measures for improving the structure for complaints resolution and complaint management.
• Assess regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations for review by senior management.
• Coordinate sensitive and escalated complaints ensuring senior managers are briefed where appropriate.
• Provide timely, periodic status updates to complainants, respondents and senior management/ board as appropriate, in ongoing case resolution processes.
• Comply with the risk management framework.
• Participate actively in risk management activities across the organization.
• Ensure that key risks are identified, reported, recorded and managed in a timely manner.
• Receive appropriate training in risk management.
• Undertake any other assignment as instructed by senior management.

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