Quality and Performance Operations Manager

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working? 

You will be working within Customer Care 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 responsible for working with our Outsourced Service Providers. Working collaboratively with them to achieve key metrics on performance and service. You will ensure they are achieving pre-agreed KPIs, you will have a full understanding of trends and analysis of data and you will effectively manage and drive a culture of caring for customers, keeping it simple and getting it right the first time.

What will I be doing?

Define the operational performance metrics and dashboards for our on/off shore partners that will drive performance and support OVO/SSE’s ambition of being operationally excellent. With a deep understanding of the business and how a balanced scorecard drives performance, the Q&P Manager will continuously monitor and improve the performance of our external partner.. 

• Define and drive the execution of the operational performance strategy for each of our OSPs. For example, in each of our partners areas this would mean using operational insight to understand how the department is performing and then making improvement recommendations that would improve the productivity/quality of work within the department. This would mean removing significant business and customer pain points from processes and improving the overall performance of all staff within each area. 
• Deliver strategic and operationally critical projects such as defining the roadmap of process transformation opportunities. These projects will drive improved standards of performance and will provide a common framework for our OSPs to build better processes and controls for serving our customers.
• Define the roadmap of process transformation opportunities and work with supporting teams to deliver and implement the changes, defining the opportunities to channel shift our customers from traditional telephony contact to digital and automated channels.

Is this the job for me? 

To achieve success in this role you must be able to work with our Outsourced Service Providers to embed Ovo culture. A strong people manager, extremely focussed on delivering exceptional results and service, driving continuous improvement at all times. Taking pride in customer outcomes and continually contributing to the success of the company. 

A strategic thinker with strong influencing skills in order to achieve success when dealing with operational Directors, Head Of’s, and operational managers. 

You will set high performance standards, efficiently maximising the use of resources and will use a range of measurements to monitor, analyse and plan strategic improvements to performance. 

We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!