Recruitment at Ikeja Electricity Distribution Company Plc

Ikeja Electricity Distribution Company (IKEDC) - Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, the Ikeja Electric (IE), Nigeria's largest power distribution network, came into existence on November 1st, 2013 following the handover of the defunct Power Holding Company Of Nigeria (PHCN) to NEDC/ KEPCO Consortium under the privatization scheme of the Federal Government of Nigeria.

We are recruiting to fill the position below:

Job Position: Facilities and Maintenance Lead
Job Location: Lagos
Job Type: Full Time
Reporting To: Head, Administration Sevices

Role Purpose

• This role will be responsible for overseeing multi-location facilities of the company while working with contractors, employees, and higher-level executives, all with the goal of ensuring that services and processes that support the core business of the organization are excellently maintained to create the most suitable working and business environment for all stakeholder.

Responsibilities

• Ensure daily inspections at the CHQ and doing same through assigned team members at the business unit and undertaking locations to ensure that the business is running smoothly every day.
• Manage emergency issues that arise in anything that breaches the safety, security, or usability of company facilities.
• Liaise with stakeholders to coordinate the preparation of annual CAPEX and OPEX budgets for the team.
• Manage contingency plans regarding what needs to be done in the event that certain situations occur, such as unexpected equipment/facilities breakdown.
• Formulate plans for the future by ensuring that the facility is currently adequate by projecting future requirements regarding the company; while working closely with decision-makers to determine the best upgrade paths for equipment and infrastructure.
• Create plans for replacements and repairs by planning ahead for any necessary replacements and repairs, scheduling necessary maintenance and management tasks during the times that are least likely to disrupt the business and its employees.
• Work very closely with vendors to ensure that the business is maximizing resources; negotiate these contracts and making sure these contracts are fulfilled.
• Supervise the preparation of project concept notes, designs and bill of quantities for all new construction, remodeling and renovation projects.
• Support the process of creating work orders to execute projects.
• Create annual planned preventive maintenance schedules for all company appliances and infrastructures – elevators, painting, Air conditioners, electricals, plumbing, drainages, carpentry etc.
• Conduct regular market survey to understand the fluctuations and workings of the formal and informal economy
• Agree strategic objectives with the Head of Admin and HR for performance targets.
• Vet all potential contractors and vendors tenders for works within the range of unit approval limits.
• Liaise with necessary agencies (private and government) for obligatory permits and approvals.
• Proactively seek solutions to all potentially hazardous issues on the premises of all company facilities.
• Coordinate the investigation of the availability and suitability of options for new premises.
• Plan best allocation and utilization of space and resources for new buildings or re-organizing current premises.
• Perform any other duties as requested by the Head of Department.
• Conduct periodic facilities audit exercise.
• Ensure all facilities management activities must be conducted in-line with the Company's Health & Safety policy

Minimum Qualifications

• Minimum of 8 - 10 years proven experience as facilities manager in a fairly large organization.
• Well-versed in technical/engineering operations and facilities management best practices.
• BSc / M.Sc in Facility Management, Engineering, Business Administration or relevant field.
• Relevant professional qualifications (e.g. CFM) or others will be an advantage.
• Knowledge of OSHA and other environmental regulations.
• Knowledge of general maintenance methods, operating requirements and safety precautions related to facilities management.

Technical Competencies:

• Facility Management
• Project Management
• Vendor Management
• Contract Management
• Construction Management
• Technical & Architectural Designs
• 3D Designs & Presentations

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus

Interested and qualified candidates should:Click here to apply

Job Position: Back-office Officer
Job Location: Lagos
Job Type: Full Time
Reporting To: Back - Office Support Lead

Role Purpose

• This role is responsible for all related back-end functions ranging from activating, troubleshooting to implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.

Responsibilities

• Manage specific back office queues / dashboards for complaint resolution and subsequent feedback to customers.
• Collate and dispatch all payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team
• Spool, schedule and batch complaints escalated from various touch points requiring second level checks, authentication and validation before subsequent processing.
• Update resolution feedback received from cross functional units including field technicians, treasury and billing on various platforms and relationship management tools
• Directly manage complaints emanating from various financial institutions and integrators (NIBSS, Interswitch & ETOP) regarding payments and other customer account validation requests. 
• Provide first level support for all CCRs across the touch points for complaints that requires validation and second level checks.
• Manage complaints via the IE customer portal; this involves scheduling and strategically mapping them to various Business Units & sister departments.
• Provide backend/ technical support to the various social media backend platforms (Livechat, Twitter & Facebook).
• Directly manage system generated requests from the Customer Service section of the website; this includes: Request for new connection, Whistle blowers, Energy theft reports, and bill delivery options.
• Liaise with cross functional units (NMD, VSL, Billing, Treasury & IT) in resolving complaints around Mismatch (Name, Address & Tariff), Token generation (Key Change, Factory set, Credit Token), credit claims, confirming customer account updates (IE PINS, CONLOG) and other oversight functions.
• Carry out all other functions as designated in line with achieving the departmental objectives. 

Minimum Qualifications

• Relevant Bachelor Degree with a minimum of 2 - 3 years relevant work experience in a back office position in a service company.

Technical Competencies:

• Quality Assurance Management.
• Customer Support.
• Customer Focus.
• Payment Solutions/ Strategy.
• Data Gathering & Analysis.

Behavioral Competencies:

• Communication and Interpersonal Relations.
• Supervisory/Managerial Skills.
• Problem Solving and Decision Making.
• Managing Resources.
• Business Focus.

Interested and qualified candidates should:Click here to apply