People's EnergyOperations Director
Sep. 2019 - Oct. 2021Edinburgh, Scotland, United Kingdom• Drove and led operational excellence in customer experience, governance, and business development, overseeing 220 FTE and associated KPIs for energy supplier employer
• Designed and implemented organisational lockdown WFH strategy, developing a strategic operating framework centred around our people for contact centre and back office staff consisting of 120 FTE working from home for the first time, briefing and influencing at C-Suite level regularly • Developed and implemented transformational people and growth strategy across large customer service teams to accommodate increased customer base, ensuring first-class customer service within a challenging and regulated industry • Championed automation technology and managed process mapping and workflows to support standardisation and enable sustainable reduced error costs. Redesigned Meter-To-Cash process to increase profitability across B2C customer book.
• Designed, developed, implemented, and evaluated complex business improvements to drive operational excellence and oversaw training & development projects for depts to reduce operating expenses • Cut costs for Target Operating Model by 18%. Planned and implemented strategy and working methods for BPO providers offshore, spearheading availability of accurate MI for all stakeholder groups, collaborating across various third-party locations and time zones • Achieved operational savings by identifying ways to reduce overheads, utilising data-led root cause analysis, insights, creating analysis products, and enabling implementation
• Created, developed, and oversaw operational risk mitigation plans, leading on correcting non-compliant areas to reduce costs and prevent errors