Senior Officer Consumer Affairs

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Job Purpose:
To support Regulatory Affairs team by ensuring accurate and timely management of regulatory communications, including complaint handling, correspondence tracking, data preparation for hearings, and record keeping. The role facilitates smooth regulatory interactions with NEPRA by coordinating documentation, preparing reports, and assisting in the preparation of responses and analytical data, while also offering basic IT support to enhance departmental efficiency.

Job Responsibilities:

Maintain/Update Consumer Complaint Log
1. Maintenance of Departmental inward and outward letters in the MS EXCEL file (LOG SHEET) on daily basis.

2. Monitor the NEPRA online CAD portal on daily basis and enter the inward letters received via online, in the log sheet.

3. Printing & Scanning the hard copies of letters received from/Sent to NEPRA.

Downloading, Sorting, Tagging of Inward and Outward NEPRA Online and Physical Complaints
1. Downloading Online complaints along with all attachments and tagging to team members on daily basis after consulting Manager.

2. Forwarding/emailing the letters/complaints received from NEPRA to the relevant IBCs.

3. Submission of KE letters on the NEPRA online CAD portal on a daily basis

4. Emailing the soft copies of KE letters to KE’s Islamabad Office and dispatch the hard copies of KE letters on daily basis.

Housekeeping and Recordkeeping

1. Maintenance of hard copies of letters received from/sent to NEPRA in a file (Hard Copies).

2. Maintenance of folder-wise complete record of letters on the Departmental Shared Folder (Soft Copies).

3. Maintenance of other key regulatory information in scanned form such as CFT approval forms, response to direct letters etc.

Preparation of Data pertaining to NEPRA hearings.
1. Ensuring hearing notices/invites are shared with the relevant team members on a timely basis

2. Preparation/Punching of Analytical Data for NEPRA hearings such as billing analysis, IRB evidence collection etc.

Preparation of Reports based on the Complaint Log on As-needed basis
Assist the team in ad-hoc requirements for data related to complaint reporting such as number of pending cases, advice/post hearing letters/new complaints received form NEPRA, adverse and favorable decisions/advices etc., IBC-wise complaints received, complaints responded vs. pending etc.

Preparation of standard response letters pertaining Reminders, Advices, IRBs Draft responses for reminders, advices, IRBs and other basic letters.

AD-Hoc IT related requirements Provide IT related support to team members enabling them to complete required tasks in an efficient manner.

Education & Experience: 

Bachelors of Commerce with 1-2 years of experience.

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.