DIRECTOR OF DISTRIBUTION AND CUSTOMER SERVICES
Position: 1
Grade:
ES3
Location:
ESCOM Head Office – Blantyre
Directorate:
Distribution
Reporting To:
Chief Operations Officer (COO)
Direct Reports:
- Chief Engineer (System Planning & Contracts)
- Regional Managers (South, Centre and North)
- Commercial & Customer Services Manager
- Revenue Protection Manager
- Revenue Manager
Purpose of the Job:
To provide comprehensive leadership, organization, direction, and control for the Distribution Licensee as a Strategic Business Unit (SBU). This role carries full responsibility for the core activities of constructing, operating, and maintaining the distribution network, ensuring production efficiency, high-quality service delivery, and cost-effective resource management within the Distribution and Customer Services Directorate.
Key Duties and Responsibilities:
The Director of Distribution and Customer Services will be accountable for the following, among other duties:
- Develop Strategic Business Plans and budgets specifically for the Distribution and Customer Service Directorate.
- Ensure effective management of the operation and maintenance of the distribution system, network, and associated ancillary equipment, prioritizing quality and reliability of power supply.
- Continuously monitor the progress of each sub-division and Department, implementing corrective actions or strategic adjustments as dictated by available resources.
- Develop detailed work plans for the Directorate that align with the Corporation’s overarching business plans.
- Formulate relevant policies, both technical and otherwise, governing the operation and maintenance functions of the Distribution Directorate.
- Guarantee the delivery of exceptional customer service by ensuring timely response to customer needs, effective complaint resolution, and proactive stakeholder engagement.
- Oversee the timely preparation of the Directorate’s Revenue and Capital budgets.
- Ensure that the Distribution and Customer Services Directorate achieves its set Corporation goals.
- Lead the transformation of customer experience in line with ESCOM’s Integrated Strategic Plan.
- Promote a customer-centric culture throughout the Directorate, emphasizing service quality, reliability, and responsiveness as key performance priorities.
Attributes and Competencies:
- Exceptional communication skills.
- A strong customer-centric mindset.
- Proven ability to manage time effectively under pressure.
- Excellent interpersonal and networking abilities.
- Robust analytical skills.
- Proficiency in critical thinking and assertiveness.
- A detail-oriented approach to work.
- Capacity to operate effectively both independently and collaboratively within a team.
- Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint, etc.).
Minimum Qualifications and Experience:
- A Bachelor's degree in Electrical Engineering, Renewable Energy, Sustainable Energy, or Energy Engineering, complemented by a Master's degree in a related technical field or Business Administration/Strategic Management from a recognized and accredited university.
- Current registration with the Malawi Engineering Institution (MEI).
- A minimum of ten (10) years of progressive work experience in the power sector, with at least five (5) years at a senior management level or higher.
- Prior experience within the power supply industry will be considered a significant advantage.
Appointment and Remuneration:
The selected candidate will be offered a negotiable performance-related contract for an initial term of three (3) years, subject to renewal upon satisfactory performance.
Method of Application:
Interested candidates should submit their applications, including certified copies of certificates and a comprehensive Curriculum Vitae (CV) with contact details for three (3) traceable referees, by 29TH MAY 2026 to:
Comptroller of Statutory Corporations
Department of Statutory Corporations
P. O. Box 30061
Capital City
LILONGWE 3
Only shortlisted applicants will be contacted for interviews.