Abdul Osama

About Abdul Osama

Water utility operations and revenue professional with 12+ years of experience in urban water supply and projects under Delhi Jal Board (DJB).• Currently managing consumer services, billing, and revenue operations for a 1.2 lakh+ consumer base in the Veolia–DJB project.• Leading a 50+ member cross-functional team across customer service centres, field operations, and enforcement teams.• Strong expertise in Oracle CC & B, AMR/AMI metering, SCADA-integrated monitoring, and MIS dashboards to ensure billing accuracy, revenue protection, and SLA compliance.• Hands-on experience handling PGMS, CPGRAMS, RTI applications, court cases, and politically escalated public grievances in a government-regulated environment.• Regularly coordinating and conducting meetings with Ward counsellor, MLAs, RWAs, and Delhi Jal Board officials to resolve high-priority public and political issues.• Proven track record in arrears recovery, illegal connection regularisation, billing correction, and service quality improvement.• Known for decision-making, team leadership, stakeholder management, and operational discipline in high-pressure public utility environments.• Actively looking to take on Deputy Manager / Manager-level responsibilities in water utilities, infrastructure or urban service delivery projects.

Experience

1. Manager

   Veolia India

   Jan 2026 — Present · New Delhi, IN

   Responsibilities:• Leading zonal operations for 1.2 lakh+ water consumers under the Delhi Jal Board framework, covering billing, metering, customer service, and field enforcement.• Managing a 50+ member cross-functional team across Customer Service Centres, meter reading, field operations, and revenue recovery.• Overseeing AMR/AMI and manual meter reading, billing accuracy, and distribution services to ensure revenue protection and service reliability.• End-to-end ownership of new water connections, mutation, disconnection, reconnection, and tariff changes, ensuring strict compliance with DJB SOPs and policies.• Driving arrears recovery and enforcement, including notices, disconnections, and regularisation of illegal connections, bringing unbilled consumers into the revenue net.• Handling high-volume consumer grievances through PGMS, CPGRAMS, LG Listening Portal, DJB escalations, call centres, and walk-in channels, ensuring TAT and eSLA compliance.• Regularly representing the project in meetings with Ward Parshads, MLAs, RWAs, and Delhi Jal Board officials to resolve high-priority public and political issues.• Monitoring KPIs, Service Level Benchmarks (SLBs), and NRW indicators to improve operational efficiency and revenue performance.• Using Oracle CC & B, SCADA-integrated systems, GIS tagging, and consumer indexing for data-driven monitoring, billing control, and performance reporting.• Preparing and reviewing MIS, compliance reports, and revenue performance dashboards for senior management and DJB review meetings.

Education

• Indira Gandhi National Open University

  Master of Computer Applications - MCA, Computer Science

  2007 — 2011

Skills

• Java
• Databases
• Pl/Sql
• Linux
• Oracle Cc&B
• Software Development
• Team Management
• Unix
• Oracle E-Business Suite