SSERUBIRI Cedrick

Overall Purpose of the Job:

To develop data analytics and correlation models to support revenue protection integrity, monitor, track and supervise resolution of all events, alerts, and exceptions raised by AMR systems to ensure shareholder value growth and enhance customer experience, and revenue collection.

Roles, Achievements, and Responsibilities:

1. Supervise and perform AMR data analysis and modelling for all AMR systems to cause and support revenue protection activities for shareholder value growth.

2. Monitor, track and supervise resolution of all events, alerts and expectations as raised by the AMR
systems to protect company revenue and enhance customer experience.

3. Develop and apply analysis models to identify power theft, recommend actions for offenders to protect company revenue and increase revenue collection as a business core value for Shareholder.

4. Carryout daily analysis of consumption trends to establish exceptions to be sent to regions for field audits to ensure energy recovery and protect shareholder value.

5. Manage the revenue cycle of customers in the LPU category through timely and accurate remote meter reading and billing to guarantee company revenue collections.

6. Carryout periodic reviews AMR processes and system to manage LPU’S suggest cost efficient and customer centric review to grow company revenue.

7. Supervise and follow up all notifications/ alerts with calls to customers to ascertain AMR system challenges to ensure enhance customer experience and revenue protection.

8. Manage the performance training and development of direct reports.

9. Support the development of AMR training curriculum, and train staff on AMR systems and data analytics for revenue assurance and customer experience enhancement.

10. Co-ordinate with AMR project technicians to ensure ALL new AMR installations are commissioned and Signed off in a timely and efficient manner.

11. Support field teams with AMR site status information during installation Audits, trouble shooting and anomaly/ exception resolution to ensure proper setup for revenue protection.

12. Update the system and installation trackers with changes as they are made (customer name and account changes meter and IMON unit replacements) to ensure full and complete installations for revenue protection.

13. Any other assignments which may arise from time to time especially from my superiors.

Overall Purpose of the Job:

Responsible for management of remote access to all smart metering enclosures, installation, troubleshooting, and maintenance of remote meter communication equipment, remote meter reading, and business reporting on all meters with remote communication installed. Supporting implementation of the Large Power User Metering Strategy for tariff code 20, 30, and 40 customers at zonal level according to ISO:55000 for the management of loss reduction, new connections, and customer service while ensuring compliance with Engineering Standards and EHS regulations.

Roles:

 Deliver the annual company loss reduction target as stipulated in the Annual Operating Plan
 Continuously innovate or source and deploy key technologies, processes, and systems in support of energy loss reduction and efficient revenue cycle management
 Develop a Metering strategy for 3 phase connections.
 Plan, roll out, manage, and monitor loss reduction projects targeting large power users including but not limited to AMR technology.
 Quality Assurance for all loss reduction projects implemented.
 Adhere to Engineering Standards, specifications and, equipment manufacturer recommendations to support loss reduction initiatives.
 Drive Motivation, engagement, commitment, and people development
 Ensure compliance to regulatory and company policy requirements on metering, processes and procedures during projects implementation and operations.

Achievements:

 Total savings of 33 GWh delivered in 2018.
 Development and deployment of 3 phase meter audit mobile App.
 Capacity building amongst staff on data analytics.
Challenges Encountered:

a. Rampant and sophisticated power theft by customers aided by staff and sub-contractors.
b. Decentralized metering structure
c. Staff non-compliance with Safety guidelines lead to accidents.

Mitigations to the Challenges:

 Consolidation of the metering structures to create one accountable arm for metering technologies and operations.
 Increased deployment of private investigators to gather information about energy theft by customers and staff.
 Training and authorization of staff and contractors on Safe Operating Regulations.

Lessons Learnt:

• Accountability is pivotal in the energy loss reduction drive. When staff are given measurable targets and empowered to execute their duties, results are easily obtained.
• Technology alone cannot independently support loss reduction, processes and people are equally important. People can circumvent the technology or manipulate any loopholes in the processes. The three (technology, people, processes) must be addressed simultaneously.

Overall Purpose of the Job:

To participate in the development, consolidation, and rollout of Umeme’s corporate, technology, and operational plans, track implementation, and report progress against the Company’s corporate and departmental plans in terms of loss reduction activities by ensuring that all funds are invested wisely and on budget.

Roles:

• Roll out and delivery of the AMR technology project within established budgets for Umeme Large Power Users (LPUs) accounting for approximately 70% of Umeme’s revenue.

• Develop, monitor, and manage project budgets ($ 8 million annually).

• Ensure that all funds invested in the project are approved and recognized by the regulator.

• Manage customer communication and engagement on the technology to enlist and buy-into the technology.

• Management of all project contractors including negotiations of contract agreements.

• Preparation of technical and contractual documents associated with delivery of capital investment projects.

• Drive Motivation, engagement, commitment and people development for the entire project team, contractors, and the AMR centre.

• Ensure Safety Operating Regulations are adhered to in the roll out of AMR projects and technology.

Achievements:

 Delivery of USD 11 million in verifiable CAPEX in 2 years.
 Increase in awareness and uptake on AMR amongst staff in regional operations through trainings and sensitization sessions.
 Delivery of OPEX savings of up to USD 1.5 million from 2013 – 2016.
 Delivered approximately 50GWh in energy recouped from the installations retrofitted (≈ $7 million).

Challenges Encountered:

a. Rampant and sophisticated power theft by customers has a negative effect on the electricity tariff charged by utilities.
b. Delayed approvals for roll out of the project by the sector regulator.
c. AMR infrastructure breaches and vandalism by customers
d. Staff non-compliance with Safety guidelines leads to accidents.


Mitigations to the Challenges:

 Lobbying the government to review the Electricity Act to put in place more punitive measures for power theft (including imprisonment)
 Engagement of the regulator to create buy in for the technology.
 Sourcing for internal funding within the organization to roll out the project.
 Leveraging on data analytics to identify enclosure breach exceptions and prosecution of culprits.
 Training and authorization of staff and contractors on Safe Operating Regulation.

Lessons Learnt:

1. I have come to appreciate the role of people in the success of projects. It is vital to ensure all stakeholders are engaged and sensitized about any technology before it is rolled out.
2. I have had the opportunity to work in a regulated business that is Umeme Limited. The sector regulator is actively involved in the planning and execution of projects to ensure value for money to the customers.
3. In my current position, I have learnt critical business skills such as strategy development, creating value for money from each project activity and managing superiors.

• Overall Purpose of the Job:
  
  Working collaboratively with all Departmental Heads to develop, plan, monitor, coordinate, and promote effective sustainability initiatives across the Business Footprint and reporting on the AMR project rollout progress to the senior management team.
  
  Roles:
  
  • Planning, Coordinating, Monitoring, Controlling and Reporting, on the AMR project roll out for Umeme Large Power Users (LPUs) accounting for approximately 70% of the company revenue.
  • Timely configuration and setup of newly installed meters onto the AMR system.
  • Reconcile variances between physical and systems data to ensure that the billing system and AMR System’s databases maintain synchronism with the actual status in the field.
  • Training of staff on AMR to ensure they leverage on it for their deliverables.
  • AMR system User Administration/Maintenance – assigning users to pre-defined AMR user profiles and maintaining their access levels.
  • Motivate, manage, measure and review performance of direct reports.
  • Accurate and timely billing of all customers on the AMR system.
  • Develop and deliver a customer web interface to view energy consumption.
  • Supervise project staff and contractors hired for the project rollout.
  
  
  Achievements:
  
   Design, installation, and commissioning of a new AMR system for meter data management and automated billing for Umeme Limited.
   Roll out of pre-wired meter box installation project with 3700 boxes installed as of March 2017.
   Population of the entire project structure/staff recruitment.
  
   Recruitment of contractors and vendors for the AMR project.
  
   Delivery of USD 11 million in verifiable CAPEX in 2 years.
  
   Increase in awareness and uptake on automated metering technologies in regional operations through trainings and sensitization sessions.
   Delivery of OPEX savings of up to USD 1.5 million from 2015 – 2018
  
   Delivered approximately 50GWh in energy recouped from the installations retrofitted.
  
  
  Challenges Encountered:
  
  a. Rampant and sophisticated power theft by customers, this has a negative effect on the electricity tariff charged by utilities.
  b. Weak laws on power theft encourage the vice. However, the government is reviewing the electricity Act to include punitive measures for power theft.
  c. Slow adaptation to the use of smart metering technology by customers.
  d. Poor telecommunication signal strength in some areas where AMR infrastructure has been installed.
  e. Rejection of the AMR technology by some customers.
  
  Mitigations to the Challenges:
  
   The deployment of AMR technology has aided the early detection of power theft through data analytics and event reporting and notifications from the systems deployed.
   Lobbying the government to review the Electricity Act to put in place more punitive measures for power theft.
   Sensitization sessions for staff are held periodically to address the issue of awareness on AMR. In the same regard, customers are also trained on the technology with a focus on how it benefits them.
   Hired an alternative telecommunications service provider to mitigate communications failure.
  
  Lessons Learnt:
  
  My experience at Umeme has taught me that customer service expectations are ever increasing. It is important to continuously develop innovations that address customer needs and expectations.

• Overall Purpose of the Job:
  
  The Key Accounts and Government Administration Management Officer will carry out Administrative and Business Analysis, Logistical Management and Strategies for People and Resources Workforce Collaboration, and Development functions of Umeme Key Accounts Customers which will include general Office, government institutions, and residential premises management, Inventory, and Stores Management, Office Security, and staff safety management especially the field staff, and other Administrative Activities as may be required.
  
  Roles, Achievements, and Responsibilities:
  
  
  General Administration:
  
  
  • Support the management of the Administration function of Umeme Key Accounts Customers and Office premises.
  • Physical office management (organization of regular cleaning, maintenance, and care, requesting for and supervision of constructions, administer office plans and tenancy agreements, procuring constructional expert opinion, matters of constructional safety, security guards etc.).
  • Administration of procurement (requests for procurement, maintenance and care of office furniture and equipment, disposals, etc.)
  • Office and occupational safety and health (fire and burglary protection, first aid, crisis management, fire extinguishers, etc.).
  • Administration of transport and office fleet (monitor logbooks and fuel bills, supervise regular maintenance and care, plan/monitor the efficient use of the office car by staff, report damages/accidents to Head Office and insurance company, administration of the local motor insurance and the insurance through Head Office, request additional car hire as need arises, settlement of private use by staff, etc.).
  • Participation in coordination meetings with other Umeme administrative board and Stakeholders on the progress of Government Institutions prepayment conversion for decision making and security matters.
  • Organization of activities related to training especially safety for field staff and Key Accounts Customers by carrying out safety community briefings especially in barracks.
  • Organization of external and public events for prepayment awareness for Government of Uganda Stakeholder.
  • Tasked with maintaining direct communication with the general administration department at Head Office by informing them on the progress of Government of Uganda prepayment conversions.
  • Manage postal and courier services (supervise the daily incoming and outgoing mail, the express mail courier service as well as the mail register and postage bills etc.)
  • Administration of IT and telecommunications equipment (include. mobile and satellite phones, radio equipment, IT hardware etc., e-mail and intranet/internet, maintain regular backups of the server data and ensure compliance with IT security guidelines, maintenance, and care of equipment, etc.)
  • Preparation and organization of official travel of staff especially attending trainings and workshops.
  • Supervision and regular updating of the archive and the library, both in physical and electronic forms
  • Preparation of internal and external meetings
  • Support the liaison with key project staff to identify and plan for their support needs ensuring timely responses to requests for administrative support in terms of Umeme Key Customer Management.
  • Provide administrative support for the office and ensure smooth running of meetings, workshops, and conferences regarding prepayment conversion of all Government departments and ministries.
  • Maintain relationships with outside vendors (Contractor Staff, Service providers etc.), to ensure transparent and fair deals with these vendors, and that all work adheres to Umeme procurement policy and guidelines.
  • Ensure that stores are properly organized and secured against theft whilst maintaining required stores management practices and accessibility of materials for smooth conversion of Government ministries to prepayment system.
  • Maintain key relationships with service providers and ensure timely processing and payment of bills especially for Contractor staff.
  • Support the management of a centralized filing system for all administrative letters/correspondence, contracts, including a regularly updated file index list and orient new staff in the system especially the contract Umeme staffs.
  • Administration, coordination, and monitoring of compliance with regulations on working time including files on annual leave, sick leave, and official travel (submission of an annual leave plan by end of January of each year to the general administration department at Head Office).
  • Arithmetic and formal control and regular transmission to Head Office (Administration Department) of documents for the refund of medical costs of local employees.
  
  Fixed Assets Handling – Recording:
  
  • Maintain an accurate inventory of all Umeme assets such as Vehicles, Furniture, and Computers ensuring proper numbering and management by engraving on them Umeme property numbers before dispatching them to field locations or assigning to the field staff Print on all assets at time of acquisition.
  • Ensure invoices, vouchers and all relevant purchase documents are filed and forwarded to the finance.
  for payment and follow up.
  • Ensure that all assets are engraved prior to dispatch to field locations or assigning to staff.
  • Quarterly review files against the relevant checklist for accuracy and completeness of records and filing (i.e., label all files and maintain a systematic filling list; open new files and recommend old files for closing; file all documents promptly and retrieve them when requested.) for easy access by stakeholders.
  • Prepare Fixed Asset Notice form (FAN) in triplicates for purchases of equipment and materials for the filed team that is carrying out Government of Uganda prepayment conversions.
  • Conduct physical verification of assets, reconcile master inventory and report to the Key Accounts Relationship Manager for decision making.
  
  Inventory & Storage:
  
  • Ensure proper storage of goods and conversion materials for prepayment conversions.
  • Regularly check stock records and ensure that they are updated on a regular basis to reflect the movement of goods.
  • Regularly check and ensure that the correct procedure and proper documentation is carried out by all personnel requesting items from the Umeme General Stores at Lugogo.
  • Keenly monitor availability of course materials and supplies, coordinate with the Procurement Department ensuring the timely delivery of services and equipment in support of courses and conferences.
  
  Office and International Staff Residence Support:
  
  • Support the maintenance of contracts/leases and other service contracts to ensure that they are updated regularly and ready for payment by the Finance Department.
  • Ensure that Umeme especial field vehicle assets are well maintained and secure.
  • Manage maintenance and repair works of the office facilities and international staff houses.
  • Arrange for routine equipment servicing or repairs when necessary and communicate with the Administration Manager on replacement plans.
  
  Staff Safety and Security:
  
  • Ensure policies and procedures are in place to guarantee staff safety in the workplace, including office evacuation, fire, first aid, protective equipment, etc.
  • Oversee security management, acting as the security focal point for the country program.
  • Ensure the country program’s Field Security Plan is regularly updated as per agency policy and that all relevant staff are knowledgeable about its content.
  • Ensure that all visitors, consultants, and new staff are immediately and fully briefed on security management and the Field Security Plan.
  • Ensure that staff are aware of and comply with country program and agency-level safety and security policies.
  • Ensure timely and accurate reporting of all security incidents and followed up to conclusion.
  • Regularly monitor and assess the local security situation and keep the Key Accounts Relationship Manager informed of all known or potential threats to staff, partners, or assets.
  • Keenly review project site security evacuation plans and promote compliance to Umeme Security Standard Operational procedures especially field staff.
  
  Staff Supervision:
  
  • Ensure that the administrative assistants, Office assistants and all other direct reports receive proper supervision, including coaching/mentoring, capacity building, and that reports adhere to Umeme performance management protocols such as 4DX tools are up to date and other appraisal tools.
  • Review the performance and development plans for direct reports to support implementation of appropriate personal development plans and ensure effective performance.
  • Identify the development needs for direct report and ensure the collecting and maintenance of statistical data on training activities and respond to queries and request for information on training programmes.
  • Provide information and guidance to staff members regarding the program, coordinate students' registration and accommodation, processing applications and preparing class lists for training of new staff at our Umeme Training Center at Jinja.
  • Maintains and updates the training calendar as well as the courses and venues schedule, administer and update all training-related information.
  • Orient trainers to the training facilities and resources and provides logistic support in the delivery of courses at the Training Center in Jinja.
  • Recommend administrative systems and processes that will improve Umeme overall ability to manage resources efficiently and safeguard its assets.
  • Disseminate best practices in office administration and develop and implement relevant tools to ensure that Umeme systems and processes are consistent with best practices.
  
  Programme and Project Management:
  
  • Assisting in the establishment of financing agreements and budgets.
  • Controlling financial accountabilities in relation to financing agreements and budget tracker.
  • Maintaining direct communication with contract partners on accounting issues especially the regulator ERA, UEDCL, UETCL and GoU.
  • Maintaining direct communication on accountability issues relating to financing agreements with the Uganda/East Africa desk and the finance department at Head Office.
  • Ensure the collecting and maintenance of statistical data on training activities and respond to queries and request for information on training programmes.
  • Orient trainers to the training facilities and resources and provides logistic support in the delivery of courses for the smooth operation process of Government of Uganda prepayment conversion.
  • Contribute to preparation of periodic financial reports required by relevant national and/or regulator procedures for project, regulator, government, and other parties involved in implementation and funding of activities for Government of Uganda prepayment conversations.
  • Offer financial support to ensure an effective running of the project management unit in compliance with Umeme rules, regulations and policies of financial activities, financial recording/reporting system and draft project budget revisions for Stakeholder decision making.

• Overall Purpose of the Job:
  
  To carry out the overall management, coordination, tracking progress, administration, coordination, financial, accounting, and execution of the Revenue Collection Strategies of the company to grow company revenue, customer base, and shareholder value.
  
  Roles, Achievements, and Responsibilities:
  
  1. Prepare, arrange, and record and ensuring timely delivery of Invoices to Umeme Key Customers in a stipulated time frame.
  
  2. Offer a friendly and a fast customer services and timely resolution of Umeme Key Customers complaints such as, Government Ministries, Telecoms, Banks, Embassies, and many others.
  
  3. Timely resolution of Umeme Key Customers complaints and all events relating to quarterly reconciliation of Government of Uganda ministries and departments debt to Umeme enhancing service delivery and resulting into increased revenue collection.
  
  4. Making such that all correspondences to Umeme Key Customers such as Acknowledgement payment letters, Indebtedness to Umeme letters which boasts are delivered on time hence generating revenue.
  
  5. Obtain accounts payment schedules from Umeme Key Customers whenever they have made payment to enable payment posting from Umeme suspense account.
  
  6. KVA Grouped Customer Audits (Barracks Meter Audits – Quarterly Accounts) which involves joint KVA meter reading for Ministry of Defence, Uganda Police, State House and Uganda Prisons premises which ensures mitigation of financial and economic risks of power sale to these premises.
  
  7. Ensuring 100% revenue collection from Umeme Key Customers and ensuring that all their payments are received and posted timely onto their electricity account numbers as instructed.
  
  8. Promptly record keeping of all Umeme Key Customer Letters, Payment Schedules, Bill delivery report Schedules, customer complaint register and any other important document.
  
  9. Following up new paid-up connections of Umeme Key Customers with the respective Umeme districts to ensure that the customers are connected on supply within a stipulated time frame according to Umeme policy of new connection.
  
  10. Respond to Umeme Key Customers regarding to their demands by exercising empathy, patience, and professionalism at all times.
  
  11. Manage safety in respect to staff and company assets and ensuring that am working in a safe and conducive environment as well as Umeme Key Customers.
  
  12. Preparing and submitting Revenue Collection reports to Management from Umeme Key Customers and Government of Uganda Ministries/Departments which is very strong tool for both commercial performance and Business analysis.
  
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  13. Ensuring an integrated information management appropriate data into the collection tracker hence increased revenue collection from Umeme Key Accounts Customers.
  
  14. Using relevant measures and techniques to routinely monitor the progress against the Umeme Key Accounts customers and taking appreciate action to ensure that targets are achieved or exceeded.
  
  15. Providing sales and revenue monthly collection performance report from Umeme Key Accounts Customers to support management decision making.
  
  16. Ensuring an effective and effective working relationship with both Umeme internal and external Key Accounts Customers by providing monthly updated planned network maintenance programs which ensure efficient power usage.
  
  17. Ensuring proper identification of key sector issues by initiating, planning, implementing, monitoring development especially around Government of Uganda indebtedness to Umeme enhancing revenue collection.
  
  18. Monitoring of key national areas of concern and project implementation of installation of pre-paid meters on all Government of Uganda ministries and departments.
  
  19. Supervise the activities of contractors and consultants to deliver effective Key Accounts management activities.
  
  20. Respond to audit reports, queries and implement agreed recommendations within specified time frame.
  
  21. Participation in planning, budgeting, and reporting in line with the departmental guidelines and targets.
  
  22. Develop risk matrix and put in place risk mitigation measures in the management of Key Accounts Customers and structural development at Umeme Limited.
  
  23. Design information storage and retrieval systems, and develop procedures for collecting, organizing, interpreting, and classifying of Key Accounts Customers at Umeme Limited.
  
  24. Responsible for organizing administrative and logistical aspects such as fieldwork, meetings, workshops, transport etc. for the field team activities converting Government of Uganda premises on prepayment system.
  
  25. Responsible for organizing administrative and logistical aspects of project activities (fieldwork, meetings, workshops, transport etc.)
  
  26. Responsible for filing documents in reference files or in a data management system and managing confidential files, specifically in the areas of personnel and finance for the filed team converting Government of Uganda premises on prepayment system.
  
  27. Ensuring that information is exchanged between project staff, partners, other institutions such as ERA, REA, UEDCL, UETCL, UEGCL, Eskom, Ministry of Finance, Ministry of Energy and assist in coordination of consultant activities with all the stakeholders.
  
  28. Maintaining a database of suppliers and conducts regular research for alternatives especially the contractors for conversion of Government of Uganda premises on prepayment and receiving and checks delivered materials for use in the conversion process.
  
  29. Regularly monitoring and following up on outstanding receivables and liabilities and monitoring the monthly accounting and financial plans for the conversion project team.
  
  30. Perform other assignments, duties and tasks which may arise from day-to-day activities from my superiors, especially management.

• Overall Purpose of the Job:
  
  Involves multitasking with a mandate of keeping the lights on, dispatching in power system operations, and Customer Service Delivery to ensure fast and efficient resolution of customer complaints received through the Call Centre while ensuring all safety procedures in our operations and maintaining all Umeme Core values and set targets.
  
  
  Roles, Achievements, and Responsibilities:
  
  • Ensuring the incident resolution process for the first line maintenance work and customer complaints acknowledgement rate meets the set targets.
  
  • Coordinate the isolation and resolution of all emergency incidents within the set time frame.
  
  • Ensure that all Quality Management System processes are promptly updated and readily accessible to the users and monitor field resources to achieve smooth fault resolution process.
  
  • Prevent unsafe acts & conditions from endangering staff, people, and property.
  
  • Keep custody and maintain a register indicating daily allocation of WMC tools, tasks, and equipment such as PCs, Radios, etc.
  
  • Ensure seamless handover between shifts and in accordance with the set rote and that the work received is promptly attended to by the assigned work dispatcher.
  
  • Ensure safe custody and use of always provided work tools and equipment in good working condition and that any system failure and or equipment are promptly escalated for timely resolution.
  
  • Ensure that all work dispatchers are continuously re-trained to guarantee their knowledge in adherence to Work Management Centre and procedures and dispatchers are adequately inducted in the Work Management process.
  
  • To prepare and submit the reports relating to workflow management in a timely manner.
  
  • Optimally plan and schedule resources for the Work Management Centre.
  
  • Perform any other duty assigned by immediate supervisor.
  
  
  
  
  
  
  
  
  

• Overall Purpose of the Job:
  
  Optimally coordinate all field technical operations namely, dispatch personnel, relay information to crews in the field, monitor utility systems, and maintain service logs utilizing on the outage management system.
  
  Roles, Achievements, and Responsibilities:
  
  
  1. Receive, analyze, assign, and dispatch Customer Complaints to Technical Teams.
  
  2. Enter, update, monitor, process information and maintain data integrity in IMS by managing and resolving customer complaints to completion and completing all Data integrity reports that include and not limited to daily I monthly reports.
  
  3. Manage Technical officers and/or external contractors to ensure that a high quality, responsive and customer focused service is delivered in the most efficient and cost-effective manner.
  
  4. Ensure effective management of customer Complaints within allocated areas I regions, efficient restoration of customers’ power supply, and maintain the Company’s Day to day feedback system to Customers Complaints.
  
  5. Liaise with all Engineering Services Teams and coordinate the activities of Overhead, Underground and Substation Teams during planned and maintenance works I outages to ensure customer Service satisfaction, including keeping Customers advised on the progress of their Complaints in case of breakdowns.
  
  6. Provide support to Call Centre I Contact Centre functions including back office and refer non- power supply related Complaints to the proper authority for action.
  
  7. Raise breakdowns and inform the respective Engineering Teams and other stakeholders in accordance with the laid down procedures I guidelines/ and systems.6
  
  8. Issue timely notifications to Engineering Teams, Management Teams, and other stakeholders in the event of power interruptions resulting from power outages, serious injuries or other emergencies.
  
  9. Keep records of routine power system operations, complete the Daily Power System Operation Logbook, and prepare other reports and documents as required.
  
  10. Monitor and maintain proper radio communications with Control Engineers and Engineering Teams and handle daily incoming calls from Engineering Teams as part of the field operation service.
  
  11. Receive, obtain, and relay information requested by Control Engineers to the respective Technical Teams in manner that optimizes safety, electric power reliability, timely response, and customer service satisfaction.
  
  12. Be the primary contact to all types of accidents involving Umeme's distribution system network facilities and equipment including outages and making necessary reports to the Engineering Service Teams and customers via SMS, emails or as required.
  
  13. Identify and bring forward recommendations for system improvement in the assigned areas/ regions to enhance improved customer service delivery.
  
  14. Be fully conversant and keep up to date with new developments in practices, technologies, and products of the Business and other Products.
  
  15. Take reasonable care of Company tools and equipment assigned and keep the assigned and keep the assigned equipment and workplaces in a clean, safe, and orderly condition.
  16. Coordinate with other Power utilities such UETCL and Eskom in matters relating to power outages and emergencies.
  
  17. Report all irregularities and abnormal conditions on the Distribution System Network to concerned authorities.
  
  18. Ensure workplace Health and safety procedures are in place and monitored to ensure compliance with the Company's Safety and Environment Policy).
  
  19. Maintain records of sectionalized faulty network system, faulty system components (Transformers, Circuit Barkers, and Cables etc.), keep stakeholders informed of the status of in-progress repairs/maintenance to ensure safe and timely restoration of power supply.
  
  20. Perform duties in accordance with the Company's safety rules, operating regulations and practices and complete any reports and forms used in connection with the performance of duties.
  
  21. Scrutinizing work orders to ensure only valid work orders are dispatched for network fault resolutions.
  
  22. Execute optimal work order assignment and dispatch to Technical and field officers to ensure timely and fast supply restoration to drive company sales.
  
  23. Prioritize work orders assignment in order of OMS, Multiple and Single customer (SAIDI Impact) to drive down ENS.
  
  24. Analyze and group work orders related to the same problem, Transformer zones, and feeders to enable quick resolution to drive a positive customer perception of the business.
  
  25. Dispatch correctly authorized, available resources, closest to the fault location to restore supply and drive company sales.
  
  26. Extract timeous feedback from technicians to support quick decision-making regarding faults restoration resource deployment and enable correct massaging to customers.
  
  27. Analyze and determine escalation when Management involvement is required as well as Scenarios occur when stakeholders need to be informed.
  
  28. Drive timely restoration of supply by ensuring all jobs are dispatched to Field officers in the shortest time possible.

Overall Purpose of the Job:

Responsible for the daily running and management of the call centre, setting key performance metrics as well as planning areas of improvement or development for the centre. Drive customer satisfaction by liaising with other business sections to ensure resolution of customer complaints as well as third parties who provide services to the centre. Coordinate and motivate call centre staff and manage staff recruitment for the centre, while ensuring the day-to day smooth running of the call centre.

Roles, Achievements, and Responsibilities:

1. Supervising the shift staff and monitoring their performance on the ACD system whilst ensuring that calls are answered in the proper and professional manner.

2. Preparing Daily Labour Reports on a weekly basis and submitting them to HR.

3. Liaising with Control centre so as to get system updates and relay the information to both Front and Back Office agents and the incoming Supervisor.

4. Holding pre-shift briefings with agents to update them with the current system status in regard to outages and breakdowns.

5. Preparing a smooth hand over of shift by preparing the end of shift report to update the incoming shift about the status of the system and what is expected.

6. Handling difficult customers and offering solutions where possible and escalating for further attention to relevant Offices.

7. Ensuring emergency cases are responded to immediately by ensuring agents log the call properly and it is immediately dispatched to WMC for attention. Following up right from WMC and ensure that response is availed to the incident point to achieve the target of zero fatalities.

8. Monitoring agents’ schedule adherence by avoiding unnecessary movement of agents off their pilots so as to achieve the service levels for the shift and overall monthly service levels.
9. Providing assistance to agents in regard to product knowledge so as to enhance their effectiveness and improve clarity of the business operations.

10. Prepare and submit periodic and exceptional reports on the call centre operations i.e. agent performance reports, daily attendance reports to HR, end of shift reports, and weekly call centre performance reports among others.

11. Supervise shift personnel in daily operations and monitor personnel performance on ACD system while ensuring calls are answered in a timely manner.

12. Participate in coaching, reviews and training assessments of shift personnel in conjunction with contact centre manager and make recommendations to the CCM for open positions in the call centre.

13. To ensure safe custody and use of provided work tools and equipment in good working condition at all times and that any system failure and or equipment are promptly escalated for timely resolution.

14. Coordinating and monitoring system operations done by control centre through WMC in order to equip front office staff with correct information to customers.

15. Ensuring quick resolution of escalated technical complaints from Customer Service Advisors through WMC and District offices and while ensuring seamless hand over between shifts in accordance with the set Rota.

16. Ensure the enforcement of the company’s safety policy through prompt emergency handling and also ensure tools and equipment are in good working condition at all times and that any system failure and or equipment are promptly escalated for timely resolution.

17. Define key performance metrics, devise data collection methods for the metrics and design reports. Identify, develop and implement potential solutions to resolve problems and remove barriers that inhibit the centre’s ability to improve operations.

18. As the business needs keep revolving, periodically review set targets and processes within the Call Centre for better service within the Section.
19. Design, develop, implement and maintain processes for productivity and performance improvements for the call centre.

20. Oversee the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals.

21. Manage long and shortrange workforce forecasting for Call Centre operations and participate in budget and hiring planning.

22. Oversee and compile delivery of Contact Centre and operations performance reports as well as ad hoc reporting, including preparation of employee incentivises.

23. Oversee and participate in periodic surveys of customers to ensure quality of customer interaction within the call centre, identify service gaps and recommend suitable training.

24. Develop new ways of work carried out in the call centre including the recommendation of new/modified Applications.

25. Forecast future resource requirements and ensure are staff equipped with well-functioning tools to meet the needs of customer service delivery while ensuring staff and public safety.

26. Developing effective relationship between Call Centre management staff, Call Centre contractors and the outsourcing firm management team to ensure the smooth running of the Centre and its activities.

27. Support the day-to-day administration of the team, including, payroll, expenses and supplies while managing the section’s budget.

28. Identify areas for improvement in service delivery based on customer feedback/ complaints and resolve or recommend to management accordingly.

29. Coordinate with relevant departments while ensuring timely customer feedback and that Queries & follow up complaints received through the call centre are resolved within set targets.

30. Ensuring that call centre staff are competent, comply with procedures and customer complaints are captured correctly for accurate analysis of customer needs.

31. Better Employee Engagement Score through performance dialogues, organising team building activities and coaching sessions

32. Accurate forecasting and optimised schedule will achieve the targeted service level at the lowest possible cost (avoid over staffing).

33. Imparting the right knowledge, skill and attitude for call centre staff to serve customers in the most satisfactory way hence better Call Centre CSI and NPS.

34. Monitoring and evaluation of the Customer Service Advisors performance will enable meet the Regulator’s requirements (CC Service Level)

35. Accurate scheduling for higher productivity will indirectly enable better results for Customer Service Index for the call centre team.

Overall Purpose of the Job:

Ensuring fast, and efficient resolution of customer complaints received through the Contact Centre while ensuring all safety procedures in our operations, maintaining all Umeme Core values and setting targets while Optimising the productivity of the Contact Centre Staff by effectively forecasting labour requirements, creating and managing staff schedules in order to accomplish business objectives on a day to day and hour to hour basis.

Roles, Achievements, and Responsibilities:

1. Analysing customer needs and advising them on the best solutions and escalating those issues I can’t handle for resolution.
2. Using appropriate non-technical processes and procedures to resolve customer Complaints.
3. Exercising empathy, patience and professionalism at all times while responding to customers’ complaints.
4. Developing a comprehensive knowledge and understanding of company’s products and services by researching and revisiting material on product information and charges.
5. Educating and advising customers on all aspects of company’s products and services thus enhancing the image of the company.
6. Develop innovative and creative media content across social media platforms.
7. Provide leadership and supervision of all Contact Centre back office activities with the aim of creating visible customer service improvement.
8. Deliver monthly reports with statistics and results for each account.
9. Develop an optimal posting schedule, considering web traffic and customer engagement metrics.
10. Train co-workers to use social media in a cohesive and beneficial way.
11. Collaborate with other departments to manage reputation, market new services and coordinate actions.
12. Monitoring and facilitating the content of online conversations with customers and response to queries.
13. Ensure optimal staffing on a daily basis and seamless hand over between shifts in accordance with the set Rota.
14. Work hand in hand with the quality assurance supervisors in order to ensure quality of all social media accounts and also identify training needs and make recommendations.
15. Ensuring quick resolution of all escalated complaints through back office activities, District offices and field services.
16. Responsible for end to end work-force management to support the business including Staffing, Forecasting, Scheduling, Capacity Planning, and Queue Management.
17. Use WFM Segmentation properly and maintain the consistent and accurate shrinkage reports.
18. Design, develop, implement and maintain processes for productivity and performance improvements.
19. Utilize call centre tools to observe agents actual state compared to agents scheduled state and manage real-time inbound call traffic (as needed) to help ensure that service levels are met.
20. Develop processes, procedures, and methodologies for accurate and timely forecasts that can be used for short and long-term budget and staff/capacity planning, with both detail and executive review levels.
21. Recommend and support management of staffing levels with workforce management data analysis techniques and call volume history to determine the most effective methods for staffing adjustments.
22. Uncover the potential opportunities of improved efficiency that includes schedule rotation and operation hours.
23. Accurate scheduling for higher productivity will indirectly enable better results for Customer Service and employee engagement Score for the call centre team.
24. Accurate forecasting and optimised schedule will achieve the targeted service level at the lowest possible cost (avoid over staffing).

Overall Purpose of the Job:

To make bulk electricity purchases and transmit the electricity along high voltage wires to local and foreign distribution points, operations, maintenance, and improvement of the high-voltage power transmission lines, above 33kV, in Uganda. It also owns and operates high-voltage substations (above 33kV), around the country.

Roles, Achievements, and Responsibilities:

1. I carried out Internship training at Uganda Electricity Transmission Company Limited (UETCL) where my placement was in the Energy Sales and Statistics of the Finance and Sales Department.

2. At UETCL, I developed my confidence, learnt being a practical person, learnt a good working relationship, and developed good communication skills and teamwork skills.

3. During my stay at UETCL, I learnt how to collect data, Data management skills, Customer Care Skills, Technical Skills and Data Analysis techniques.

4. Strategic Analysis of Energy Sales research through Substations and Feeder Loses analysis of UETCL customers such as Umeme Limited, and MTN (Cable Network) which I achieved the following responsibilities;

 Identification and evaluation of data relevant to strategy formulation and energy sales analysis.
 Definition of the external and internal environment to be analysed prevailing the economic situation of a given sample space under study.
 A range of analytical methods can be employed in the analysis of data.

Overall Purpose of the Job:

Raise Umeme’s Customer Satisfaction Index and Net Promoter Score by assessing the quality of the performance of Call Centre Advisors who deal with our existing and potential customers. The Quality Assurance will monitor incoming calls to assess the advisor’s conduct, technical accuracy of logs, and conformity to company policies and procedures. They will also train, coach, and participate in developing, creating, and implementing Call Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Call Centre customer experience.

Roles, Achievements, and Responsibilities:

1. Participate in setting up the call monitoring and quality monitoring systems in the contact centre to drive continuous service improvement.

2. Provide training, coaching and assistance to employees in the execution of call centre roles to enable continuous improvement.

3. Identify areas for improvement in service delivery based on customer feedback and resolve or recommend to management accordingly.

4. Facilitate ways to ‘Share Knowledge with the team members.


5. Operate the quality monitoring and data acquisition system; compile and track performance for individuals and the team to drive customer service improvement.

6. Design a customer call back procedure for both scheduled and customer Adhoc call backs.

7. Play an important role as Quality Assurance Supervisor to ensure compliance to Quality requirements in all the processes.

8. Work closely with the Shift Supervisors to identify training requirements of the advisors and suggest the same to management.

9. Monitor customer interactions through call monitoring and logging systems, identify service.

10. challenges and recommend solutions to drive customer satisfaction.

11. Ensure the enforcement of the company’s safety policy by promoting a hygiene environment; ensure emergencies are handled promptly and to resolution.

12. Work closely with the Shift Supervisors to identify training requirements of the advisors and suggest the same to management.

13. Errors which may occur directly affect the reputation of the company based on the negative perceptions the customer may have.

14. Errors also may also contribute to fatality if for example emergencies are not handled in the most appropriate way

15. Playing an important role as Quality Assurance Supervisor to ensure compliance to Quality requirements in all the processes.

16. Imparting the right knowledge, skill and attitude for call centre staff to serve Customers in the most effective and efficient way.

Overall Purpose of the Job:

Supervise the day-to-day activities of the Call Centre shifts, train and guide the Customer Experience Advisors (CEA) and Team coordinators to execute their tasks while ensuring fast and efficient resolution of customer complaints received through the Call Centre. Ensure all safety procedures within the Call Centre operations are adhered to and maintain all Umeme Core values and set targets.

Roles, Achievements, and Responsibilities:

1. Carrying out performance measurement, monitoring, and evaluation of all Customer Service Advisors to improve the efficiency on a weekly/monthly basis.

2. Ensuring that the CSAs acquire the appropriate support and training to apply the best skills and knowledge on the job by carrying out training assessments, performance dialogues and coaching sessions.

3. Acting as an information source and answering Customer Service Advisor’s queries, assigning tasks and giving instructions as needed.

4. To ensure safe custody and use of provided work tools and equipment in good working condition at all times and that any system failure and or equipment are promptly escalated for timely resolution.

5. Ensuring quick resolution of follow up complaints from customers through WMC, District offices and field services.

6. Monitoring attendance and ensuring the Customer Service Advisors adhere to the scheduled working hours while ensuring seamless hand over between shifts in accordance with the set rota.

7. Ensure the enforcement of the company’s safety policy through accurate and prompt emergency handling of cases reported via the helpline.

8. Coordinating and monitoring system operations done by control centre through WMC in order to equip the CSAs with correct information to customers.

9. Monitoring and evaluation of the Customer Service Advisors performance will enable meet the Regulator’s requirements (CC Service Level) and improve the CSI through follow up of delayed resolution of customer complaints. External contacts are mainly the Customers.

10. Utilize Call Centre tools to observe agents actual state compared to CSAs scheduled state and manage real-time inbound call traffic (as needed) to help ensure that service levels are met.

Overall Purpose of the Job:

In Call Centre, I also managed the mini store and the welfare of all Call Centre Staff and maintained optimal stock levels by balancing receipts and issues and sustaining the re-order level.

Roles, Achievements, and Responsibilities:

1. Identifying the user’s needs and requirements and ensuring they are always available.

2. Raising requisition orders/CRVs, having them signed, taking them to the central stores in Lugogo to acquire supplies.

3. Receiving supplies in their right quantity and quality at the right time and ensuring they are stored safely.

4. Dispatching supplies to the relevant users whenever need arises.

5. Maintaining the stores register by updating receipts and issues.

6. Maintaining optimal stocks levels by balancing receipts and issues and sustaining the re-order level.

7. Ensuring that the room is clean, supplies are safe by restricting unauthorized access to the storeroom.

Overall Purpose of the Job:

Utilize statistical techniques to identify trends and opportunities for growth within the Business through analysis of complex data sets; create best practice reports based on data mining, analysis, and visualization to support the formulation of business decisions.

Roles, Achievements, and Responsibilities:

1. Receiving materials from suppliers and verifying if they conform to the specifications in terms of quantity and quality.

2. Raising Goods Received notes and submitting them to stores manager.

3. Undertake and accomplish data analytics tasks for the Company, including data collection, processing, storage, delivery, analysis, and communication.

4. Carry out pre-processing of large structured & unstructured data sets and provide processed, clean, and validated data to be used for analysis.

5. Conduct process analysis & control to identify opportunities for process improvement.

6. Supervising the offloading of materials from suppliers by physical counting and ensuring no thefts or damages occur.

7. Conduct analysis to support Monitoring & Evaluation initiatives.

8. Manage Data entry at the Umeme Central Stores.

9. Carrying out Stock taking at the Umeme Central Stores.

10. Monitoring the production process and performance of the Umeme Central Stores.

11. Preparing the System and submitting reports to Management.

12. Analyse data from internally executed surveys and report findings.

13. Support in the development and maintenance of tools and processes to enhance the analytics capabilities of the Company.

14. Explore and suggest new tools and methods to achieve maximal efficiency in data collection, processing, and analysis.

15. Facilitate staff training to enhance the effective use of analytical tools and techniques.

16. Ensure the achievement of personal growth & development plans.

17. Foster collaborative team spirit focused on service delivery and value creation.

18. Develop and disseminate high-quality and engaging data visualizations, dashboards and reports that effectively communicate sizable complex data sets to key internal stakeholders.

19. Work closely with Stores and Business Managers to identify business challenges and use data to propose solutions for effective decision making.

20. Build predictive models to provide business forecasts, and data models to increase / optimize revenue generation, customer satisfaction etc.

21. Turn data into actionable insights and present findings and recommendations to Management.

22. Develop / rollout customized prediction systems and machine learning algorithms to apply to data sets.

23. Support different functional teams to implement models and monitor outcomes.

24. Asses the effectiveness of data sources and data-gathering techniques to improve data collection methods.

25. Participate in the acquisition, rollout, and effective use of business intelligence tools for the stores and business.

26. Develop and maintain scalable and productionable code.

27. Use data science tools & methods to support fraud detection efforts across the business.

28. Facilitate staff training to enhance the effective use of analytical tools and techniques.

29. Ensure the achievement of personal / team growth & development plans.

30. Foster collaborative team spirit focused on service delivery and value creation.

31. Create high-quality and engaging data visualizations that effectively communicate results and business recommendations.

32. Proactively conduct research, planning and analytics needs assessments across the Business and develop plans to address these needs.

33. Continuously monitor, review, and update the unit’s processes required to provide consistent and timely service to internal stakeholders.

34. Participate in the development of the Unit’s operating budget and ensure costs are kept within the budget limits.

• Member of Statistical Society