Head of Operations

4 weeks ago

Leeds, United Kingdom Sycous Limited Full time

As part of the Senior Management Team, this role will take overall responsibility for our Support, Project and Field Service teams. You will take responsibility for operational leadership across your teams, to deliver a compelling service to our clients in a cost-effective manner.

You will work with these teams and their managers, as well as other business areas and functions, to ensure we continuously improve and develop what we do and how we do it.

This role will realise a vision for our teams that will allow for commercial growth, whilst continuing to improve best practise.

Alongside this development, it is critical we continue to meet all legal, regulatory and contractual requirements, demonstrating compliance and delivery of all services.

**Key Responsibilities**
- Deliver a fantastic, high-quality and best value service to our clients and their customers.
- Working closely with the relevant Directors to develop a clear strategy, budget and related delivery plans for the team to delivery against core focus areas.
- Analyse all responsible business areas, to improve the efficiency of our activities and the level of service delivered.
- Be accountable for the P&L of your teams.
- Take responsibility for team polices and processes, including their implementation and monitoring their effectiveness.
- Proactively engaging with external stakeholders to leverage the maximum value for the organisation.
- Communication strategy and management, including with consumers.
- Process and systems management, including standard operating processes, for our teams, regularly reviwing and improving.
- Ensuring effective onboarding of new clients onto our services, as well as being involved with pre-sales activities.
- Working closely with our commercial team to ensuring continued commercial growth and client satisfaction.
- Ensuring client retention and contract renewal of all service contracts.
- Ensuring effective onboarding and offboarding of team members, including effective training provisions.
- Monitoring and acheivement of all contractual and business KPIs.
- Providing the final point of escalation for complaints, as well as undertaking any related investigation.
- Performance management and mentoring of direct reportees.
- Take a leading role in health and safety, as well as other areas of compliance

**Key Competencies**
- 3 years of experience in a senior management role
- Self motivated and energectic
- A focus on achieving success for you and your teams, with strong leadership and motivation skills
- Analytical mind and approach to resolving issues effectively
- Team management for a wide range of skills and experiences
- Strategic delivery and management
- Process improvement, including documentation and implementation
- KPI and SLA monitoring and management
- Negotiation skills with stakeholders of all levels
- Project management understanding and experience
- Effective client communication
- Contractor communication and management
- Compliance and risk management
- Budget management and financial control
- Organisation and capability work cross-functionally
- Advanced user of Microsoft Office

**Future Progression**

Future progression opportunities to a Director level role, based upon acheivement of personal and team goals. This will be supported through training and mentoring support.

**Location**

Reporting Office: Leeds

Based: Hybrid and able to commute to Leeds with ease.

Travel: Travel required across the UK, including overnight stays.

**About Sycous**

We are experts in supporting energy network operators with open protocol metering hardware, software, and services.

We have industry leading knowledge and expertise in open protocol metering and data collection equipment, a skilled team of engineers for installation and maintenance, and an unrivalled customer service team for client and consumer support.

We are also the developers of the UK’s first cloud based, remote data collection administration software for use in the district heating and communal energy market.

We believe in a sustainable future with transparent and accessible data at the heart of it.

We champion both innovation and education, to help drive positive change in the world of metering and billing and help keep costs as low as possible for consumers.

**Job Types**: Full-time, Permanent

**Salary**: £56,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Leeds, LS2 7EA: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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