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Job Description Manager / Divisional Manager – Commercial Management

Position: Manager / Divisional Manager – Commercial Management
Experience: 10–15 Years
Location: Mumbai
Industry: Power Distribution / Utilities / Energy / Infrastructure
Function: Commercial Operations / Customer Management / Metering

About the Role

We are looking for an experienced Manager / Divisional Manager – Commercial Management to lead commercial operations covering new connection applications, key account management, HT/LT industrial metering and energy audit activities.

The role will be responsible for managing end-to-end operations, customer and developer relationships, cross-functional coordination, SLA/KPI achievement, MIS, regulatory compliance and continuous process improvement.

Key Responsibilities

1. Commercial Operations & New Connections

• Lead end-to-end processing of new connection applications for commercial and industrial customers.
• Manage lead generation, qualification, opportunity tracking and customer onboarding.
• Coordinate network recommendations, site visits, approvals, construction supply and permanent supply milestones.
• Ensure timely processing of applications, documentation, estimates, payments and service orders.
• Coordinate with technical, civil, planning, service and other internal teams for timely execution.
• Monitor application backlog, TAT and cancellation levels and take corrective actions.

2. Key Account Management

• Manage relationships with developers, premium customers, large projects and other key stakeholders.
• Conduct regular customer meetings to understand requirements and resolve commercial, billing, technical and service-related concerns.
• Drive customer retention and threat mitigation initiatives.
• Facilitate value-added services such as EV, Solar, BESS, AMC and Energy Audit.
• Handle escalations and ensure timely resolution of customer grievances.

3. HT/LT Metering Operations

• Lead HT and LT Industrial (LTP-II) metering operations and ensure timely and accurate meter reading.
• Monitor remote meter reading through HES/AMR/MDM systems and manual meter-reading activities.
• Ensure validation of energy, MD, PF, voltage and current parameters.
• Identify abnormal consumption, non-communicating meters and suspicious consumption patterns.
• Coordinate meter testing, replacement and other corrective actions.
• Ensure accurate and timely billing inputs and minimize estimated billing.

4. Energy Audit & Loss Management

• Lead support activities for DT, substation and cluster-level energy audits.
• Monitor consumer-DT-substation tagging and identify gaps.
• Analyse consumption and loss data and identify opportunities for corrective action.
• Coordinate meter replacement, retagging, unbilled meter follow-up and enforcement leads.
• Prepare and review energy audit MIS and management reports.

5. Stakeholder & Regulatory Coordination

• Coordinate with internal departments and external stakeholders for smooth execution of commercial activities.
• Handle cases involving customer complaints, regulatory matters, deviations and exceptions.
• Ensure adherence to applicable company policies, Electricity Act requirements and MERC regulations.
• Maintain proper documentation and audit readiness.

6. Team Management

• Lead, mentor and develop the commercial operations team.
• Ensure adequate manpower and optimum resource utilization.
• Set individual and team objectives aligned with business KPIs.
• Monitor productivity, quality, attendance and field performance.
• Conduct regular performance reviews and identify training requirements.

7. MIS, SLA & Performance Management

• Monitor operational KPIs and ensure achievement of defined SLAs.
• Prepare and review daily dashboards, weekly SLA/backlog reports and monthly KPI/trend reports.
• Track exceptions, deviations, pending cases and customer escalations.
• Identify process gaps and implement corrective and preventive actions.
• Drive continuous improvement through Kaizen, Six Sigma and other process-improvement initiatives.

Key Performance Indicators (KPIs)

• New connection application TAT and backlog
• Network recommendation and approval TAT
• Construction and permanent supply execution
• Customer satisfaction and retention
• Application cancellation percentage
• Meter-reading completion and accuracy
• Reduction in estimated billing
• HT/LT metering accuracy
• DT and substation meter-reading compliance
• Energy audit and loss-monitoring performance
• SLA adherence
• Complaint and escalation resolution TAT
• MIS and reporting accuracy
• Team productivity and manpower utilization
• Safety and compliance performance

The source scope specifies, among other targets, 99% meter-reading completion, 99.5% manual-reading accuracy, 100% DT reading on schedule, and zero safety violations.

Candidate Profile

• Graduate/Postgraduate in Engineering, Commerce, Business Administration, Management or related discipline.
• 10–15 years of relevant experience in commercial operations, power distribution, utilities, energy, infrastructure or a related industry.
• Strong experience in commercial/customer operations and managing large teams.
• Experience in HT/LT metering, new connections, key account management, energy audit or utility operations will be preferred.
• Strong understanding of commercial processes, customer lifecycle and SLA-driven operations.
• Experience in handling multiple stakeholders and large customer/developer accounts.
• Strong analytical, problem-solving and decision-making skills.
• Excellent communication, negotiation and stakeholder-management capabilities.
• Strong proficiency in MIS, dashboards and data analysis.
• Exposure to SAP / SAP IS-U, HES, AMR/MDM or utility systems will be an advantage. The source document specifically references SAP IS-U, HES/AMR/MDM and related system training.

Preferred Industry Background

Candidates from the following sectors can be considered:

• Power Distribution / Electricity Utilities
• Energy & Power
• EPC / Infrastructure
• Electrical & Utility Services
• Smart Metering / Metering Services
• Facility / Energy Management Services
• Industrial Commercial Operations

Core Competencies

Commercial Operations | Key Account Management | New Connections | HT/LT Metering | Energy Audit | Customer Relationship Management | SLA & KPI Management | Stakeholder Management | Regulatory Coordination | MIS & Analytics | Team Leadership | Process ImprovementRole & responsibilities

Preferred candidate profile