Head of Credit Risk and Collections Strategy

3 weeks ago

Bristol, United Kingdom OVO Energy Full time

**Location**: Flexible**

**We're making zero carbon happen**

We're OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast.

We call this Plan Zero - and it shows how we'll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

**Do great green things with OVO Energy**

So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

**Everyone belongs at OVO**

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences.

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are - we can't wait to meet you.

**Where in the world of OVO will I be working?**

You will be working within the Operations organisation but will work across the whole business being at the heart of pioneering cross-functional working through the running of one of OVO's 6 Enterprise Value Streams - Customer Balance.

You will foster followership in uniting around a common goal and pioneer new ways of working that cut through complexity. You will champion customer excellence and be empowered to make a difference on a global scale through enabling our Plan Zero objectives.

**What will I be doing?**

As the Customer Balance value stream lead you will run the Customer balance Value Stream with responsibility for optimising the E2E flow to maximise value creation. You'll lead multidisciplinary, goal aligned squads composed of colleagues across OVO to deliver strategic business outcomes in a fast paced and agile environment.

You will have exceptional influencing skills and be able to galvanise matrix teams behind a shared mission; working collaboratively to determine priorities and trade-offs.

You will thrive on high levels of accountability and aligned autonomy and have a passion for pioneering new ways of working that embody OVO's entrepreneurial spirit.

You will be comfortable navigating ambiguity and bringing people together to deliver the Customer Balance Value Stream objectives which you will help define.

You will be confident in exec level forums and will have an ability to simplify complexity for easy consumption and be able to communicate across the entire organisational landscape, both technically and non-technically at all stakeholder levels.

**Key responsibilities include**:

- In partnership with key stakeholders, lead the definition of the executable Strategy across all customer payment paths - including establishment of goals, performance conditions, business plans and budget setting
- In collaboration with Finance, understand the drivers of bad debt provision and working capital to enable focused operational plans to drive optimisation and £ value creation
- Identify and set meaning full targets together with finance for cash collection and bad debt including OKRs across the business support delivery and ensure best in class performance
- Set clear, engaging and distinct missions for goal aligned teams that underpin the achievement of strategic outcomes. Coach teams for continued growth in how they achieve goals
- Drive continued improvements and manage progress towards our Customer balance goals; steering squads and removing blockers for change
- Tell a clear and compelling story on customer balances through data; understand trends and take proactive measures to course correct performance challenges
- Bring stakeholders together to participate in open and collaborative dialogue, decision making, problem solving and implementation of complex, cross-functional goals
- Positively and proactively support and challenge Functional Leaders in delivering the operational excellent to deliver key outcomes
- Lead the engagement with the Regulator - Ofgem and Central Government - on supporting customers and optimising support available to them; positively influencing the broader agenda
- Engender, role model and embed an agile, change-ready culture to create an environment that enables achievement of courageous goals

**Is this the job for me?**

Ideally you will have:

- Exceptional strategic thinking and the ability to consider the whole when prioritising and making key strategic decisions
- Excellent leadership and organisational skills, able to act with an owner's mindset and link financial modelling with operational planning to drive high value outcomes at an enterprise level.
- Outstanding communication skills, with experience in influencing key strategic decisions with a diverse range of Senior Leadership and Exec stakeholders
- Drive a data lead strategic evolution harnessing credit risk, customer and external data to personalise customer experience, support and journeys to optimise customer and commercial o

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