MBA / ACCA with at least 1 year of relevant experience.
Responsibilities:
- Review complaints having financial impacts on a regional basis when required and comments received from the concerned departments to prepare case files.
- Assess Passing Unregistered Gas (PUG) complaints and take the necessary actions required for resolving the complaints as per the standard rules and regulations.
- Review the cases of gas theft claims and obtain relevant documents required to ensure compliance with OGRA’s approved procedures.
- Analyze and obtain the evidence required to justify the billings and prepare responses for OGRA.
- Preparation of monthly MIS reports on OGRA consumer attend hearings along with DGM-RA regarding Consumer Complaints at OGRA offices.
- Assist senior management in documenting responses to OGRA-related queries and complaints under complaints resolution regulations procedures.
- Ensure departments provide relevant feedback within 24 – 48 hours and case files are stored for future reference.
- Assist in implementing measures for improving the structure for complaints resolution and complaint management.
- Assess regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations for review by senior management.
- Coordinate sensitive and escalated complaints ensuring senior managers are briefed where appropriate.
- Provide timely, periodic status updates to complainants, respondents and senior management/ board as appropriate, in ongoing case resolution processes.
- Comply with the risk management framework.
- Participate actively in risk management activities across the organization.
- Ensure that key risks are identified, reported, recorded and managed in a timely manner.
- Receive appropriate training in risk management.
- Undertake any other assignment as instructed by senior management.
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