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Head of Operations

Lewis Davey

Posted on Jan 1, 2023 by Lewis Davey

Cardiff, South Glamorgan, United Kingdom
Immediate Start
Annual Salary

We are looking for a Head of Operations to join a leading real estate firm and be a part the Energy team that sits within a Property Management Division and provides an energy bureau and procurement service to the Property Management client portfolio. The key focus of the role is to implement the strategy for prioritising the teams' workflows to ensure potential liability claims against the business are negated.

Key Responsibilities include:-

Responsible for the management of the Operations team, comprising the query management, portfolio management (COTs) and Bill validation teams.

Working with the Director in charge to develop the strategy for the business and to implement this strategy.

Working with the Head of Client Management to agree a way of working to ensure the client delivery team can provide a great customer service.

Overseeing the prioritisation and scheduling of each team as follows to ensure the biggest liability risks are removed :

o Ensuring processes are in place for all teams and that they are being referred to in training and followed
o Ensuring weekly stats are provided by each team and that they accurately reflect performance.
o Onboarding - to ensure the team capture and cleanse as much utility information as a new client is onboarded and fees are agreed for work that will help with this task - AMR roll out , meter surveys etc.
o Bill Validation - A plan to ensure all bills are paid on time each month.
o Portfolio Management - to ensure all COTs are completed in 30 days.
o Query Management - work with the query management team to develop strategies for better customer service, effective resolution of tickets and PM to self-serve, to work with the data team to batch solve.
o To agree a schedule of SLAs with both the Client Delivery Team and Property Management surveyors.
o Managing the performance of the Operations team within the agreed SLAs.
o Ensure the accuracy of the information in the Optima database is maintained at a level to be agreed (target circa 90%).
o Ensure cover is in place during periods of absence.
o Set team and individual targets for Operations team. Resolve operational issues by determining root cause and appropriate solution.

Be prepared to travel to various UK locations.
Implement new ideas and opportunities as Directed by the Head of Cardiff Energy.
To work with the Head of Training and Escalations to develop a continuous improvement loop. From audit or escalation findings, identify issue, agree the fix, implement training if required, check the fix is working through audit.


5 years' experience of the energy sector

5 years' experience in a Head of Operations role

Experience of managing a large multi-disciplinary, interdependent team.

Project Management experience

Working with integrated systems.

People management and leadership experience, able to evidence:-

Responsibility for strategic growth of teams, via recruitment and organic growth

Proven ability to develop skills and enable personal and professional growth of individuals

Able to delegate effectively for maximum results

A motivator, able to create successful team working and individual performance and engagement

Experience of successful conflict management and performance management

Reference: 1839504354


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