Job description

Job :

Mission:
The Head of Connection Works Department is responsible for carrying out infrastructure connection work for customers (drinking water, sanitation, and electricity), with a focus on customer orientation and service quality, within the agreed deadlines, in accordance with QSE procedures, standards, and market specifications, and in strict compliance with regulations, while ensuring the application of current procedures and rules regarding health, safety at work, and ethics..
He/She acts as an operational back-office, responsible for the technical, administrative, and financial implementation of connection requests initiated and managed by the Client Front Office, ensuring:
• Compliance with execution deadlines and service commitments to clients;
• Conformity with technical standards, internal procedures, and QSE requirements;
• Safety of people and property;
• Satisfaction and trust of the end customer.
Activities:
A. Management of client connection works
• Plan, organize, and coordinate client connection work (drinking water, sanitation, and electricity);
• Translate client requests validated by the Front Office into executable work orders;
• Ensure the technical, administrative, and financial preparation of connection work (permits, studies, measurements, DAOT, DICT, etc.);
• Ensure compliance with contractual deadlines and defined service levels;
• Ensure the restoration of sites and the organization of tests.
• Analyze malfunctions or delays and implement customer-oriented corrective actions.
B. Front Office / Back Office Interface
• Ensure smooth and continuous coordination with the Client Front Office;
• Guarantee the proper handling of client requests from their validation to the connection's commissioning;
• Provide the Front Office with reliable information on work progress for client communication;
• Contribute to the continuous improvement of customer journeys related to connections.

C. Team Management and Leadership
• Supervise, lead, and coordinate teams responsible for connection work;
• Set performance objectives (deadlines, quality, safety, customer satisfaction);
• Motivate, coach, and develop employees' skills;
• Identify training needs related to connection trades and customer relations.
D. Quality, Safety, and Regulatory Compliance
• Ensure strict application of health, safety at work, and environmental rules;
• Supervise the implementation of safety prevention plans and quality assurance plans;
• Ensure the conformity of connection work with current technical and regulatory standards;
• Promote a QSE and customer-oriented culture within the teams.
E. Administrative, Financial Monitoring, and Reporting
• Prepare and validate attachments related to connection work;
• Monitor the costs, deadlines, and volumes of connections carried out;
• Analyze performance indicators (processing times, compliance rates, customer complaints, etc.);
• Prepare periodic reports for management;
• Participate in provisional and final acceptance of connection work.
F. Coordination of Service Providers
• Monitor and evaluate the performance of subcontractors involved in connection work;
• Ensure compliance with contractual commitments, deadlines, and quality of services;
• Propose continuous improvement actions for external services.
 

Academic Background:
State-recognized engineering degree in Hydraulic Engineering, Civil Engineering, Rural Engineering, or equivalent

Professional Experience:
More than 3 years of experience in client connection works (water, sanitation, and/or electricity)
Required Skills:
• Good command of customer-oriented Front Office / Back Office processes;
• Proficiency in IT tools and client request tracking;
• Solid knowledge of safety rules and QSE requirements.
• Management of client connection works
• Planning and monitoring of execution deadlines
• Reading and interpreting technical connection documents
• Leadership and customer service orientation
• Interdepartmental coordination
• Management of priorities and sensitive situations impacting customers
• Customer focus and sense of service quality
• Rigor, integrity, and professional ethics
• Good interpersonal skills and clear communication