Business Operations Manager

Location: Flexible

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?

In OVO Metering we are working hard to give every customer of OVO a smart metering system that will enable them to control their energy and make choices about how they become more energy efficient. Working within Field Services, you’ll be part of a large team who are restless and passionate about creating a better future for all. We are always open to new things, and curious to create solutions that our customers will love. We are constantly learning to innovate the way we operate and set bold goals that deliver on our strategic priorities.  

What will I be doing?

Field Services wants to be an inspiring place to work by building and maintaining employee engagement.  As Business Operations Manager you will help to develop a function that will enhance our ability to understand our employees and the best ways for our teams to be successful.  Your role is critical and highly visible across Field Services. Working with our people forums, our union representative forums, our Peakon Employee Engagement survey tool and more, your role will be to support the leadership team in seeking to continually improve employees’ expectations, their environment and the events that shape their “user experience” of working in Field Operations.

Key Responsibilities:

• Create and deliver practices which develop - and maintain - positive working relationships between OVO and its employees.  Work closely with Trade Union and employee representatives to ensure our policies, processes and practices are fair and transparent 
• Work collaboratively with HR to ensure trade union and employee representative engagement is maintained and managers are kept informed of issues that impact their teams
• Transparently drive cross-functional decisions that impact our defined objectives and key results, supporting the Field Services Director
• Work with our People team to address any major issues which are impacting employee experience and prevent our teams from delivering our business objectives, goals and targets
• Understand who our employees are, what they want and their pain points.  Work with leaders across OVO to address pain points and solve problems that in turn free up employees to focus on delivering business targets and priorities.
• Lead the delivery of any key team activities that are specific to our Field Services teams, including contributing to communications initiatives and line manager effectiveness
• Build effective working relationships with service delivery, product and technology teams to ensure our people are at the heart of design considerations, where good reflects the right balance between empathy and economics
• Work with our Field Services Development Manager and partner with line managers to coordinate our focus on professional development, flexibility and empathy, a sense of belonging and community across Field Operations and tools and resources that help people to do their jobs better and faster
• Synthesize management reporting, employee feedback and customer insights to define and executive projects and scalable solutions to solve problems.
• Participate in the definition of goals that will enable Field Services to achieve success in increasing employee engagement.
• Ensure consistent and efficient execution of team engagement activities by working closely with internal business partners to drive adoption and implementation of standards, processes and policies that are suitable for Field Services.

Is this the job for me?

Ideally, you will have/can:

• Experience in a large field-based environment supporting a large retailer (B2C)
• Well developed knowledge of key models, tools and techniques that can be used to create a desirable employee experience strategy.
• Significant experience of developing winning employee engagement strategies in a large, mainly field-based organisation.
• Create a compelling picture of what success could look like. Can frame ideas in business outcomes and benefits and inspires others behind these.
• Demonstrate success in operational roles that gives you a well developed empathy of the challenges and opportunities faced by leaders in Operations.
• Experience of coordinating activities and projects across a range of multi-functional team; both field and office/home based
• Experience defining, refining and implementing processes, procedures and policies
• Experience interpreting data to drive valuable insight and actionable recommendations
• Champion the benefits of engagement and through own passion, builds support and commitment to ideas

Desirable skills:

• Experience of managing budgets
• Strong organisational and project management skills

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!