Commercial Connections Technical Manager

Salary: €83,891 - €125,837 per year

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Éireann customer strategy.

The Connections and Developer Services (CDS) team are responsible for the end to end customer management of all connections to the Uisce Éireann network. They are responsible for managing the vesting/taking in charge processes, including the progression of assessment, modelling, design, inspection, estimation and commercials of same nationally. The CDS Commercial team is responsible for the coordination of connection contracts based on both standard and quotable connections, ensuring that all connection quotes are robust and the financial costs are recognised once the connection has been completed. This role is to provide governance and commercial reviews in line Uisce Éireann Connection Charging Policy and all other integral governance procedures.

Reporting to the Commercial Manager, the Commercial Connections Technical Manager will be responsible for manging the relationship between Connections and Developer Services and the UÉ contact centre, commercial aspects of the standard connection contracts process and supporting the CDS Commercial Manager in ensuring all connection offers and commercial activites adehere to the Uisce Érieann Connection Charging Policy and CDS governance requirements.

Main Duties and Responsibilities:

• Lead a team of Commercial Leads within the Quality/Contact Centre and Standard Operations areas of the CDS Commercial team. 
• Responsible for the application of connection offers and other developer services agreements in conjunction with the regional CDS Design Engineers, in particular for reviewing and approving the cost estimates developed by the CDS Engineers for quotable works. 
• Responsible for managing self-lay sureties, aged debt and reconciliation of financial payments for CDS standard contracts. 
• Responsible for ensuring excellent customer service is achieved and maintained and to understand and champion the customer’s needs while contributing to Uisce Éireann business plans. 
• Prioritise workload, ensuring resource allocation is aligned within CDS objectives and is in accordance with consistent Uisce Éireann Standards and process, embedding consistent design standards, and enhancing customer experience.
• Manage budgets for CDS contact centre and contract resources. 
• Provide budgeting and forecasting support to the CDS Commercial Manager to plan daily operations effectively over the short, medium and long term. 
• Manage the development, implementation and update of future demand forecasts for New Connections in conjunction with the Contact Centre. 
• Drive the commercial governance process in line with Asset Investment in relation to CDS commercial activities. 
• Provide support to the CDS Commercial Manager in management of governance over the Uisce Éireann Connection Charging Policy and ensure strategic commercial objectives are implemented and cascaded into measurable targets with key performance indicators. 
• Drive change and efficiency and provide commercial advice and to the CDS Commercial Manager and the wider CDS Team. 
• Anticipate and proactively identify commercial risks and issues that may impact the business and work with the business to provide visibility of key commercial/financial issues, mitigate and resolve issues.

General Duties and Responsibilities 

• Collaboration with key internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards. 
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
• Other duties as required.

Knowledge, Skills and Experience

• Relevant third level qualification and/or accreditation is desirable 
• A minimum of 7 years’ experience, in the water utilities or similar industries is desirable
• Proficiency with a deep understanding of Uisce Éireann Business systems such as Maximo, CC&B, Alfresco ECM, Oracle.
• Demonstrated leadership ability, proactive development, motivation and engagement of staff to deliver customer-focused objectives that enhance service delivery.
• Experience in leading a team to deliver customer strategies that enhance customer service, with strong people, change management and conflict resolution skills
• Experience of developing and maintaining effective strategic partnerships with key stakeholders
• Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others
• Experience of supporting policies, systems and controls and driving the implementation of progressive policies. 
• You will have a proven track record in leading continuous improvement initiatives in teams, change & transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment 
• Ability to enable positive teamwork across departments and encourage cooperation and open discusson to achieve common goals
• Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented.
• Demonstrated experience in setting measurable safety and well-being goals for a team.

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