Role Details
About this role.
The Business Manager is responsible for the overall performance, reliability, and commercial outcomes of the assigned business hub.
The role provides strategic leadership and operational oversight across feeder operations, customer service delivery, revenue assurance, and loss reduction. The Business Manager ensures alignment between technical network performance and commercial objectives while driving customer satisfaction and regulatory compliance.
Key Responsibilities
Network & Feeder Performance Management
Provide overall leadership and accountability for network performance within the business hub.
Supervise Feeder Managers to ensure effective management of assigned feeders.
Monitor feeder availability, outage trends, load performance, and energy delivery quality.
Coordinate with System Operations, Maintenance, and Engineering teams to optimize network reliability.
Commercial Performance & Revenue Assurance
Drive revenue growth and energy accountability across the network coverage.
Oversee metering effectiveness, vending performance, and loss reduction initiatives.
Ensure accurate feeder-to-transformer-to-meter mapping, alignment, and energy balancing.
Approve and monitor arrears recovery, disconnection/reconnection strategies, and commercial interventions.
Customer Service Management
Provide oversight to customer service units to ensure timely and effective complaint resolution.
Ensure customer service activities align with network operations and commercial objectives.
Monitor customer satisfaction indices and implement service improvement initiatives.
Handle escalated customer and community issues relating to supply, billing, and metering.
Supervision & Leadership
Directly supervise Feeder Managers and Customer Service leads.
Set performance targets, KPIs, and service standards for reporting units.
Review performance reports and enforce accountability.
Provide coaching, mentoring, and disciplinary oversight where necessary.
Loss Reduction & Risk Management
Lead initiatives to reduce technical, commercial, and collection losses.
Identify high-loss feeders and approve corrective action plans.
Support Revenue Protection Unit (RPU) activities and enforcement actions.
Mitigate operational, commercial, and safety risks within the network coverage.
Planning, Reporting & Compliance
Develop and implement operational and commercial plans for the business hub.
Prepare and submit weekly, monthly, and quarterly performance reports.
Ensure compliance with regulatory requirements, safety standards, and company policies.
Track and optimize use of resources.
Stakeholder & Community Engagement
Engage community leaders, key customers, and stakeholders on network and collection matters.
Represent the company in stakeholder meetings related to power supply and customer issues within the network coverage.
Manage reputational risks and ensure consistent corporate messaging.
Requirements
B.Sc., HND, or equivalent qualification in Business Administration, Engineering, Economics, Accounting, Finance, Marketing, Management, or a related field.
Minimum of 10 years relevant experience in commercial operations, utility management, customer service, field operations, revenue assurance, or business management.
Strong knowledge of revenue collection, loss reduction, metering, customer service, feeder operations, and performance management.
Good leadership, reporting, analytical, communication, and stakeholder management skills.
Ability to manage teams, resolve escalated customer/community issues, and work under pressure.
