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.
