Job Description
Operations Director
A key member of the UK Executive team, the role of the Operations Director is to manage, nurture, grow & drive efficiencies into the Operation; to effectively manage departmental & contractual performance to ensure service levels are met, client satisfaction is achieved and costs are managed effectively. The role reports to the UK MD, with line management responsibility for a small number of senior managers and has budgetary, personnel and day to day management responsibility and accountability for the entire UK operations function which includes Service Desk, Application Support, Incident & Release management and specialist BPO services related to our SaaS platform.
A varied, fast paced and dynamic role you will be adaptable, resilient and proactive in your approach, getting the best out of the team and challenging where appropriate.
The Operations Director will have a strong sense of accountability and determination to deliver excellent and efficient customer service. Previous experience of managing an operational team is essential, prior experience in the energy sector is desirable but not essential.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role.
POSITION RESPONSIBILITIES
- Lead the UK Operations Department across all service lines
- Meeting business objectives and setting of departmental objectives in line with such objectives
Position Type
- Control headcount and budget for the department ensuring the operation runs to quality and budget requirements
- Ensure a proactive and holistic approach to service, understanding customer impact and drivers as well as contractual SLAs across a varied portfolio of clients
- Drive an approach of continuous improvement within the service – improving services for our clients and efficiency for the business
- Drive effectiveness (compliance with industry processes) and efficiency of service delivery, with specific focus on process improvement and automation.
- Participate in industry change programmes and evolve the service accordingly
- Deliver improvements Year on Year in productivity, efficiency & effectiveness (customers, managed meter points,outsourced services per customer)
- Successful completion of audits – industry, security and quality
- Successful implementation of new products and software industry releases into production service
- Defining, managing and reporting relevant MI to track, monitor and manage department performance
- Build and maintain excellent relationships with clients, including senior stakeholder management
- Participate in renewals and contract negotiations as required
- Participate in Service and Executive reviews with key clients
- Work with Account management and Service delivery teams to ensure on-going client satisfaction
- Contribute to customer retention through excellent quality of service delivery
- Successful take-on of new customers into all service areas within deadlines
- Manage to SLA – driving a “zero service credit” culture throughout
- Act as an escalation point for any Major Incidents and service issues
- Work across and collaboratively with all departments – sales and accounts, finance, projects and delivery,engineering and productPeople management
- 1-2-1s with direct reports, management meetings and cascading of key business information at the appropriate frequency and level
- Manage and motivate staff
- Manage, mentor and develop the operational team
- Understanding the requirements to manage a shift operation and ability to adapt to business needs
- Performance Management to maintain quality and productivity
- Training and development plans to encourage staff personal development and internal progression
- Promotion of a positive working culture throughout the department
Experience
- Operational Management knowledge of the Energy sector is desirable but not essential.
- Prior experience of managing large teams with multiple management layers is essential.
- Prior experience of business process outsourced management (as either a provider or consumer) is essential.
Knowledge/Skills
- Passionate about operations, customer care and quality of service
- Focused, pro-active, organised
- Tenacious & dedicated
- Conscientious with a strong sense of pride and personal accountability
- Good at problem solving
- Excellent communicator
- Collaborative
- Analytical and a critical thinker
- Able to provide appropriate, constructive and robust challengeYou must possess:
- Previous experience managing an Operations department
- Previous exposure to annual budgeting / P&L
- Previous supply-side experience in a commercial software and services business
You will be:
Able to demonstrate the companies key values of
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
Job Type: Full-time
Salary: £90,000.00-£115,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Flexitime
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Experience:
- Energy Sector: 3 years (preferred)
- Managing an Operations department: 5 years (preferred)
Work Location: Hybrid remote in Chorley