Operations and Industrial Customer Service Manager

hace 3 semanas

Ciudad de México ENGIE A tiempo completo

**ENGIE Mexico, Energy at the service of the country**

We are committed to providing energy and better living conditions to the Mexicans that we proudly serve.

We act to accelerate the energy transition towards a carbon-neutral economy, by reducing energy consumption and developing more environmentally friendly solutions.

Our purpose brings to the whole society, represented by our employees, customers and shareholders, reconciling ENGIE's business model with a positive impact on planet and people.

**Our key figures in Mexico**:

- 25 years presence in Mexico
- 2.5 million Mexicans supplied with one of our energy solutions
- 20,000 jobs (direct and indirect)
- 31% of women in leadership positions
- 3.42 USD Million of investment in Mexico
- 1st Private Buyer of Natural Gas in Mexico
- 2nd Natural Gas Distributor in Mexico
- 10 natural gas distribution areas
- 650,000 customers in Natural Gas Distribution in residential segment
- 4 Natural Gas Transport Companies with +1,300 km of gas pipelines
- 2 Power Generation Plants with 280 MW based on natural gas
- 1 GW of 100% clean energy generated by 2 wind and 6 solar plants.

**Operations and Industrial Customer Service Manager**

**Purpose of the Position**:
Responsible as Manager of the operations and the post-sale relationship with clients of the natural gas marketer of Engie Mexico (MexCom), with a portfolio of more than 1,000 industrial clients (since the signing of the contract or agreement, including but not exhaustively the administration of the clients, contractual notifications, good coordination for the metering management, the delivery of the necessary data for billing, the relationship with clients in post-sale as well as all the corresponding reports and KPIs), leading a team of 6 people, soon 7.

**Responsabilities and Job Functions**:

- Lead the Operations and Customer Service team of the natural gas trading company (a team of 6 people, with an additional recruitment in 2023). Motivate the team and support the development of its members. Promote a collaborative environment. Propose improvements in the coordination and responsibilities of each team member and with the areas involved to meet the objectives of operational excellence and customer satisfaction
- Manage and provide quality support to the industrial clients of the NG marketer based on the established procedures or activities. Ensure good monitoring and KPIs of service requests as appropriate, with internal and external areas. Promote and organize the necessary updates to the procedures to guarantee a continuous improvement process.
- Create and develop solid links and interfaces with the Networks GBU teams (particularly Regional Collection, Sales Administration and Metering), GBS (Billing and Collection), Upstream gas (molecule purchase and scheduling), Sales, Finance and Legal, to guarantee the achievement of the objectives of the area.
- Prepare the budget in coordination with Networks, the Upstream Gas area, the Finance area, in the medium term for the topics of: Transportation, Distribution, Connection, CNG, Risk Management Services, in collaboration with the Gas Commercial Team of Supply Gas.
- Lead the process of monitoring the P&L of MexCom for the activities that correspond to the area, in coordination with the Gas Commercial Team (Supply Gas), as well as the preparation of all the necessary KPIs and Reports (including a detailed vision of the operating margin by client).
- Design and maintain sound business and administrative processes and operational excellence goals.
- Through the team, guarantee good administration of the MexCom’s customer database in the corresponding tools.
- Supervise the process of administration, metering, price calculations, and billing in order to (i) ensure sound management of the business, and (ii) offer excellent customer service. Propose improvements in coordination and responsibilities with GBS and the areas involved to maintain the expected level of quality.
- Lead the Contract Management cycle of MexCom (with the suppliers and customers) and ensure their compliance.
- Promote digital and innovation culture focusing on added value to the missions of the area.
- Lead the preparation of reports and operational KPIs for management.

**Ocupational Profile**:
REQUIRED EDUCATIONAL BACKGROUND:
Business Administration, Business Administration or Engineering.

Specialization in energy issues.

TECHNICAL SKILLS:
Knowledge of the energy sector in Mexico, and the different schemes related to the commercialization of natural gas to large consumers.

Advanced English

Advanced analytical skills

Advanced communication and presentation skills (oral and written).

Negotiation skills.

Mastery of the MS Office suite.

Experience in digital projects

Advanced team leadership skills. Strong interpersonal skills (build strong/collaborative working relationships between teams/areas), Strong skills for solving complex problems with long resolution times Stress

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