Billing Quality Operations Manager

Role OVO-View

Team: Energy Operations

Location: Bristol Hub - 1 day a week in our Bristol Hub

Salary banding: 43500 - 55000

Experience:Mid-level

Working pattern: Full-Time

Reporting to: Sarah Frost - Senior In Life Manager

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

This role in 3 words: Fast Paced Customer Centric Collaborative.

Top 3 qualities for this role: High Performing Communication Organisation.

Where youll work:

Depending on the needs of your business area we expect hub based people to be in the office at least once a week and to go to OVO Connection events in-person.

Youll be assigned to the closest one of our three hub offices Bristol Glasgow or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop is designed to inspire people help them connect and bring big ideas to life.

Everyone belongs at OVO:

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

Teamworking for the planet:

Everything we do here spins around Plan Zero. So naturally the team youll be joining plays a gigantic role in making that happen. Heres how:

Were hiring world-changers. From Zero Carbon Living Advisors to Product Managers every role were hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

The Energy Industry in the UK is in the midst of a huge transformation. Smart metering kicked off this transformation with subsequent phases focussing around transition of core Industry services such as Market Wide Half Hourly Settlement and innovation of Gas Industry services.

This role sits within the Energy Operations business unit and has links to the systems processes third party relationships and people involved in in life journey processes linked to Billing and Industry of all OVO Retail supply points. Youll help build manage and develop a team of hybrid specialist resources on and offshore to think differently fail fast and challenge the status quo.

An accurate and timely billing and settlement journey is also critical to maintaining a fair gross margin representing both a financial and regulatory risk to the OVO group. Youll lead a team responsible for driving improvements and developments in our customers experience whilst progressing through their individual in life journey.

Your key outcomes will be:

• Build and Scale the Team: Support the design recruitment and onboarding of a newly established In Life Operational Team defining clear accountabilities for a hybrid network of onshore and offshore specialist resources across the UK and India
• Champion Billing Quality: Own the end to end performance of critical customer journeys from Billing through to Revenue Assurance implementing robust control frameworks to drastically improve billing accuracy and mitigate financial or regulatory risk.
• Elevate Offshore Delivery: Transform our relationship with offshore partners shifting from basic task management to cultivating highly skilled offshore experts improving quality outcome delivery and reducing onshore dependency.
• Own the Operational Scorecard: Translate weekly and monthly operational data into strategic actions maximising performance against strict KPIs and presenting clear narratives to senior stakeholders.
• Drive Data Integrity: Act as the ultimate anchor for billing and industry data accuracy collaborating with internal and external partners to proactively root out data anomalies and optimise OVOs market position
• Foster a Culture of Continuous Improvement: Utilise your deep operational experience to instill an Agile fail fast continuous improvement mindset across your teams allowing them to rapidly test learn and optimise processes.
• Advocate for the Customer: Maintain highly collaborative relationships with internal departments to ensure all operational decisions and process designs inherently serve the best interests of our customers.
• Become the Source of Truth: Lead your team to become the absolute authority on billing quality operations within OVO.

Youll be a successful Billing Quality Operations Managerhere at OVO if you

• Are a proven team architect: You have a track record of building structuring and nurturing high-performing hybrid operational teams (onshore and offshore) from the ground up.
• Are a champion for billing quality: You possess a sharp analytical eye and experience implementing robust control frameworks to root out errors drive data integrity and safeguard revenue assurance.
• Know the energy landscape inside out: You bring a deep technical understanding of the UK Energy Industry including settlement processes industry data flows and operational department dynamics
• Lead with high accountability: You have extensive experience managing motivating and upskilling multi disciplinary teams within the energy sector to consistently hit and exceed operational KPIs.
• Thrive in the gray area: You comfortably navigate change and ambiguity balancing complex shifting priorities in a fast paced agile environment without losing strategic focus.

Lets talk about whats in it for you:

Well pay you between 43500 and 55000 depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVOand theres flex pay. Well give you 9% Flex Pay on top of your salary 4% of this is auto enrolled into your pension and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits including our green benefits which weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level critical illness cover life assurance health assessments and more

For your wellbeing
With gym membership travel insurance workplace ISA will writing services dental insurance and more

For your lifestyle
With extra holiday buying discount dining home & tech loans and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to 400 towards any OVO Energy plan plus great discounts on solar smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people we need to listen to each others experiences and find ways to build a truly inclusive and diverse workplace. As part of this we have 8 Belonging Networks at OVO. Led by our people for our people - so when you join OVO you can play a part - big or small - with any of the Networks. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 43500 - 55000