Lead Operations Engineer - FAI and FTPC

Job Summary

The Cluster Lead is responsible for the overall operational, commercial, and customer performance of assigned water service clusters. The role ensures achievement of service level agreements, regulatory compliance, financial targets, and customer satisfaction through effective leadership of technical, commercial, and support teams. The Cluster Lead translates corporate strategy and 2026 OKRs into actionable operational plans, driving water operations excellence, financial discipline, people development, and customer-centric service delivery.

Duties and Responsibilities

1. Water Operations Excellence

·       Ensure continuous 24x7 water availability (WAV) across all assigned project sites.

·       Achieve Non-Revenue Water (NRW) targets through implementation of NRW reduction programs, including leak detection, pressure management, and meter management.

·       Ensure compliance with Philippine National Standards for Drinking Water (PNSDW) and other applicable regulatory requirements.

·       Oversee preventive and corrective maintenance programs for water and wastewater facilities, distribution networks, and related assets.

·       Review and validate operational reports on production, distribution, water quality, power consumption, chemical usage, and asset performance.

·       Lead implementation of operational improvement initiatives to enhance efficiency, reliability, and service quality.

 

2.  Customer Service and Stakeholder Management

·       Ensure timely resolution of customer complaints in accordance with agreed internal service level agreements (SLAs).

·       Monitor and improve Customer Satisfaction (CSAT) ratings versus prior year performance.

·       Act as the primary escalation point for customer, developer, HOA, LGU, and regulatory concerns within the cluster.

·       Ensure accurate, timely, and professional customer communications related to service interruptions, maintenance activities, and operational advisories

 

3. Financial Management and Commercial Performance

·       Ensure 100% billing completion of all active service connections through on-time meter reading and billing distribution, cascading billing and collection OKRs to Operations Team Leads.

·       Drive accounts receivable (AR) reduction and improved collection efficiency by directing and monitoring the performance of Operations Team Leads and their respective cluster teams.

·       Prepare, submit, and manage annual OPEX and CAPEX budgets for the cluster, consolidating budget proposals and forecasts submitted Operations Team Leads.

·       Analyze key cost drivers (power, chemicals, bulk water, maintenance) across all assigned operations teams and implement cluster-wide cost-control and optimization measures.

·       Ensure proper documentation and implementation of write-offs, in compliance with company policy and audit requirements, with validation and endorsement from Operations Team Leads prior to approval.

·       Exercise functional leadership over Operations Team Leads, ensuring consistent execution of shared 2026 OKRs while maintaining accountability for overall cluster financial performance.

 

4. People Leadership and Capability Development

·       Lead, coach, and develop multidisciplinary teams covering operations, maintenance, customer service, and commercial functions.

·       Ensure completion of required company-mandated training hours and promote continuous professional development.

·       Conduct performance reviews aligned with OKRs and reinforce accountability, safety, and ethical standards.

·       Foster a culture of operational excellence, collaboration, and continuous improvement across the cluster.

 

5. Governance, Compliance, and Reporting

·       Ensure timely submission of regulatory reports, water quality test results, Certificates of Potability (COP), and other compliance documents.

·       Support internal and external audits by maintaining accurate operational, financial, and asset records.

·       Prepare and submit regular cluster performance reports to senior management, covering operational, financial, and customer KPIs.

Ensure compliance with company policies, safety standards, and applicable laws and regulations

Technical Competencies and Skills

Strong understanding of water and wastewater treatment, NRW management, collection processes, Knowledge of utility billing, Proficient in MS Office applications

Education, Trainings and Licenses Required

Bachelors Degree, Minimum 5–8 years experience in water utility operations