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Senior Operations and Strategy Lead

4 months ago

Bristol, United Kingdom OVO Energy Full time

**Location**: Home based, with travel expected to OVO Hubs

**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?**

As a Senior Operations and Strategy Lead you will support defining and executing the global outsourcing strategy within the world of customer care, creating an environment where our outsourced colleagues can achieve challenging objectives.

You will be working within our customer care team to drive operational excellence into our Outsourced Service Providers and ensure that we deliver outstanding customer service through the execution and implementation of the operational strategy. You will be accountable for all aspects of outsource relationship management from onboarding, adherence to the contract and account management.

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

World-class stakeholder engagement is a must, and this role will demand brilliant communication skills. Internally you'll work with colleagues at all levels with most of your time spent with the Operational leads, Head of Departments & Directors. Externally, you'll be building relationships full of trust with business owners and executive leadership teams across a number of diverse partners globally.

Putting the customer at the heart of your decision making is vital.

**What will I be doing?**

As a Senior Operations and Strategy Lead you'll lead on the operational relationships for our Outsourced Service Providers across multiple within the world of Customer Care, working collaboratively with them to achieve key metrics on performance and service.

Operational responsibilities include:

- Responsible for leading cross-functional Outsourced Service Providers of customer facing advisors & support functions to deliver a range of business, customer & people outcomes.
- Contractually manage the Outsourced Service Providers in line with their service line agreements, ensuring regular meeting cadences are met in the form of, weekly, monthly & quarterly business reviews.
- Working in close partnership with Finance and Operational Support Teams to ensure contractual commitments and budgets are delivered.
- Steward the development and evolution of Agile ways of working Account Management, developing the rituals, processes and celebrations to make the Target Operating Model a success.
- Foster & embed an agile, digital-first culture that creates an environment which enables achievement of courageous targets.
- Role model OVO's 5 leadership behaviors and work collaboratively with colleagues to champion peer-to-peer support and coaching.
- Work alongside the People Experience Team to execute the quarterly engagement survey and take action insights, continually looking for opportunities to make OVO a Great Place To Work.
- Manages the interface between long term transformational projects and Continuous Improvement initiatives to drive business performance.
- Work with F&P to manage capacity & overflow management of the departments within Customer Care, ensuring they are always resourced with the right people, with the right skills, at the right time.
- Plan and manage development across the segments you support to ensure the right level of competence for the future.

Strategic responsibilities include:

- Role model and champion initiatives that support OVO culture within our Outsourced Service Providers, integrating them with our business strategy.
- Playing a lead role in developing our outsourcing strategy, with a keen eye on cost to serve and customer experience. Onboarding new Outsource partners working with new lines of business, standing up service line agreements, operational cadences and support teams.
- Build and maintain excellent operational relationships with our Outsourced Service Providers to leverage strong operational performances as well as deliver tactical business change.
- Be an ambassador for the organisation that helps our colleagues internally and e