Head of Operations
4 days ago
**Ref: LW-13909**
**Role: Head of Operations - Risk & Collections (Energy / Utilities)**
**Location: Midlands - Hybrid working**
**Salary: £75,000 + 15% bonus**
**Summary**:
**Key responsibilities**:
- You will also be responsible for the full collections processes including credit checking, internal debt recovery strategies, external third-party relationships, risk management
- You will be responsible for all associated reporting and regulatory compliance
- Accountability for core operational areas of risk including, but not limited to, volume tolerance customer management, change of tenancy activities, customer refunds, erroneous transfers and deemed price change customer updates and associated actions.
- Development of all associated strategies to ensure that any identified risk areas are fully understood, documented, and communicated to all stakeholders across the business.
- To take ownership for monitoring and reporting on the performance of all areas of risk and proactively work with colleagues to problem solve any areas of weakness in specific processes to implement value adding changes.
**Skills and experience required**:
- Detailed knowledge of the**end-to-end B2B customer journey from credit risk through to collections**.
- Be a confident and clear communicator to internal stakeholders at all levels to achieve desired results with strong teamwork being maintained
- Strong people management experience of leading teams at all levels to be able to live and breathe the company's people culture
- The ability to manage customer requirements in line with business risk related KPI's.
- A detailed knowledge of the B2B energy sector to be able to competently understand and communicate with all internal and external stakeholders
- Experience of managing Debt Collection Agencies and Solicitors to complete the variety of debt collection methods available for B2B debt recovery
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