Head of Outsourced Partnerships

5 months ago

London, United Kingdom OVO Energy Full time

**Location**: Hub based Bristol, London or Glasgow
- But you have the flexibility to work wherever suits you best_

**Team**: Operations Shared Services

**Salary banding**: £84,270 - £131,470

**Experience**: Expert

**Working pattern**: Full Time

**Reporting to: Alex Gold (Director of Shared Services)**

**Sponsorship**: Unfortunately we are unable to offer sponsorship for this role

**Top 3 qualities for this role**: Transformational, Financially Astute, Stakeholder Management

**In the words of the team, you should leave your current role for this one because.**

You will be surrounded by your team and stakeholders who are all committed to OVO's values of doing the right thing. You will have the autonomy to put your stamp on the role which brings with it all the excitement of working within a large operation - no day is the same

**Everyone belongs at OVO**

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

**This role in a nutshell**:
As Head of Outsourced Partnerships & Oversight you will work closely alongside our operation:

- To define and execute our outsourcing strategy
- Manage our centralised Quality Assurance function inclusive of 1st line quality checks and 2nd line assurance
- Lead the build of an Operational Risk Management function

You will partner the operation across our Contact Centres, Back Office, Complaints and Metering functions, working to help drive customer outcomes across our control environment.

You'll be a person with a natural growth mindset and have a keen eye on delivering significant value across Customer Operations through process improvement, innovation, automation, cost reduction and delivering brilliant outcomes for our customers.

World-class stakeholder engagement is a must, and this role will demand brilliant brokering skills. Internally you'll work with colleagues at all levels with most of your time spent with the Operational Head of Departments & Directors, alongside Finance, Procurement, Risk & Compliance. This role is a bridging role, helping to enable our operational vision but will also require building trust with business owners and executive leadership teams across a number of diverse outsourced partners globally.

You will have a team of c. 50 people split between managing outsourced strategy, risk and compliance; Quality Assurance; and Risk & Controls. You will also have direct involvement supporting commercial agreements worth c. £70m annually (approx 3k FTE).

**Your key outcomes will be**:
**Develop our outsourced strategy and deliver the right partner**
- This is all about defining our guiding principles around how we use our outsourced partners including work types, geographical locations and the operating models we choose to adopt
- Accountable for all aspects of the outsourced relationship - onboarding, contract creation, adherence to the contractual KPIs (including Quality & Performance), account management, right the way through to termination (where necessary)
- Working hand-in-glove with our operational business Directors to ensure excellent delivery of the balanced scorecard of operational KPI
- Work alongside Procurement to agree commercial terms, onboarding/exiting lines of business smoothly, ramping up/down resources
- You'll set up new SLAs as we move work between outsourcers and re-contract on a regular basis
- You'll have overall accountability for a budget of c£70m per annum
- You'll be responsible for the risk, compliance and oversight of using outsourced partners and managing the contractual relationships
- You will manage Billable hours and the financial performance of each partner looking to recoup service credits where appropriate

**Assure quality across our operation**
- You will manage an outsource 1st line quality assurance team based out of India working to support c. 5k FTE across multiple geographies and types of work
- You will also directly manage an in house quality assurance team of c. 40 people
- Work closely with our coaching, training and operations teams to provide useful and actionable feedback/insight helping drive positive outcomes for our customers
- Work closely with Product and Tech to leverage AI and automated quality management systems and tooling
- Own the quality and performance contractual measure across all of our outsourced partners embedding this MSAs & SLAs and governance forums
- Ultimately accountable for our QA methodology, standardising where appropriate to increase audit volume and coverage across the operation

**Build and manage risk and controls**
- Build out our centralised risk and controls team supporting c. 5k FTE across Front Office, Back Office, Complaints and Metering
- Work alongside our 3rd line risk teams to define and build our our ta

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