Our client is a leading energy supplier in the UK, looking to recruit a Power Industry Operations Team Manager based in London.
Manage industry processes ensuring at all times that any financial or reputational risk to the business is mitigated
The role will be to lead and manage an Industry Operations team to deliver excellent service level to the customer. This role will report into the Head of Customer Onboarding & Industry Operations.
To build, lead, motivate, coach and monitor a team, which will consist of approximately 6 people.
To create a continuous improvement culture
Deliver the service targets with regards to portfolio and data management, information reporting, and query management.
Working closely with 3rd parties (MOP, DC, Networks, Suppliers) to deliver excellent service
The role incorporates the principle accountabilities and challenges listed below.
Manage a team of 5-6 FTE
Validation and authorisation of industry invoices
Portfolio of SME & C&I Customers
Management of the team and responsibility for achieving the KPIs, within business and with 3rd parties
Act as the lead contact on industry operations issues and other teams within the business that will be working on the customer such as invoicing, regulation, metering, account management, etc.
Manage a team that will deliver the following:
Support the change management and IT team in establishing the scaled infrastructure necessary to maintain all sites data within the portfolio
Develop and define detailed process for settlement on all sites and work with our customers & colleagues to ensure the highest accuracy
3rd Party Invoicing and Query Management:
Ensure a process is in place to validate 3rd party invoices. Ensuring accuracy and alignment with customer and industry invoicing
Reduce and then minimize the number of queries created
Respond to all queries within an agreed time and reduce time to resolve customer queries
Minimise exposure to meter read costs
Manage the relationship with the Meter Read Agency ensuring maximum quality of metering data
Management of all 3rd party costs, ensuring accurate invoicing
KPI reporting against team targets. Including team meetings, huddles
Management of portfolio changes to include agent amendments
Manage the reconciliations and settlement process to ensure a high level of accuracy is maintained and communication is transparent and clear for the different charges
Motivate, coach and develop the team by performing staff performance reviews, staff PDP's and promoting teamwork.
Be responsible and proactive in HSSE issues that affect the individual, the office environment and our customers.
Ensuring the team deal with queries and complaints in accordance with industry regulatory requirements.
Ensure all activities of the team are in accordance with industry regulatory requirements and good industry standards.
Keep aware and respond to industry changes in a timely manner, managing and communicating any impact on operations for the account.
Development of a team to deliver an excellent service for our customers
Encourage and influence others by setting, monitoring and achieving KPIs
Achieve targets working through others and be able to identify the strengths and weaknesses of team members and deliver on training needs
To improve Operational Excellence by continuous improvement of business processes and development of staff
To specify, develop, test and implement system enhancements to further improve Operational Excellence
Experience / Competence Requirements
Experience and Training
Proven staff management and coaching / development experience
Experience and understanding of UK electricity market and supply industry
Demonstrate strong industry knowledge with regulatory bodies and 3rd party agents
Experience in dealing with complaints, customer & 3rd party queries
Ability to deliver through others and manage and motivate a team of individuals to reach a common goal or target.
Evidence of enthusiastic commitment to cross-functional teamwork, with proven ability to establish and maintain good working relationships with colleagues/peers in other functions
Strong analytical and IT skills
Strong communication and presentation skills
Ability to multi-task and manage delivery of multiple activities at the same time
Able to work effectively at all levels in an organisation including internally and within the customer organisation.
Strong stakeholder management skills
Ability to work to tight deadlines and deliver under pressure
over 1 year ago