Operations Support Manager Remote
Job description
We’re making zero carbon happen We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge? Do great green things with OVO Energy So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one. Everyone belongs at OVO Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you. Where in the world of OVO will I be working? The OVO Group’s mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. Field Services is at the heart of bringing Britain’s energy system into the 21st Century. Our engineers will enable members to be active participants in a newer, more resilient, flexible and intelligent grid as they play their part in transitioning to a zero carbon world. What will I be doing? As Operations Support Manager, you’ll be a key part of our efforts to extend beyond smart metering, working across Field Services to bring our diversification-building ambitions to life. You’ll identify where we need to change, and you’ll help give our new ambitions the best possible advantage by helping bring the best of Field Services to bear on the development and launch of new products & propositions. You’ll play a pivotal role in channelling insights from the Zero Carbon Living team, into our diversification-building process, creating safe environments to smooth the way to scale. You’ll work closely with the Field Services Director and other teams across Field Services to find new and better ways of achieving our diversification goals, and work with our Regional Performance Managers, Team Managers and wider leadership teams to help ensure Field Services ultimately delivers on its strategic priorities, bringing our strategy to life and pushing organisational performance forward. Key responsibilities include: Working closely with the Senior Operations Development Manager and the senior leadership team, building relationships and becoming intimate with their goals, processes and outcome requirements. Engage and develop multi-disciplinary teams to deliver the highest standards of customer satisfaction, quality, efficiency and safety, in order to achieve business targets. Create a funnel of future diversification ideas to develop and move Field Services forward by linking new initiatives with OVO strategy. Take the lead on formulating new concepts to prioritise the diversification project roadmap. Work closely with internal stakeholders in a confident and effective manner Interface with senior leaders; building credibility and confidence that Field Services can meet the needs of customers and has the capability to install & maintain new products (e.g. electric vehicle chargers, heat pumps, battery storage technology etc.). Lead on the production of an operational plan providing assurance of the delivery of Field Services success measures, gaining alignment with leadership and negotiating with key stakeholders to identify and monitor specific and concrete actions that must be taken to move Field Services forward with required pace and momentum. Plan and secure appropriate resources to support our diversification goals, from the early stages of building a scalable solution (internal communications, planning, Tech, logistics, training etc.) and drive synergies between these functions to roll out in an agile manner. Work with the Field Services Director to define our Objectives and Key Results (OKRs) and priorities, driving creation, development, and implementation of a range of initiatives based on proactively identified opportunities for Field Services, as well as specific customer or commercial needs. Personally resolve any significant issues that are escalated for your attention that are acting as obstacles or barriers to moving Field Services forward. Develop operational processes for the seamless integration of start-up teams into wider Field Services umbrella thereby enable scaling Act as the Field Services subject matter expert by deep diving and root causing operational / efficiency gaps through proactive monitoring of leading indicators, and both building and implementing permanent solutions by partnering with Commercial, Product & Tech, and local teams across Field Services. Identify lessons learned, document and share findings that could be valuable for future diversification projects and to inform strategy and investment in different areas of the value chain (e.g. productivity, customer experience, engineer utilisation etc.) Is this the job for me? Key criteria The ideal candidate is customer obsessed and highly organised Team player who can facilitate successful project work, operating to deadlines and collaborating successfully to achieve results Ability to display and communicate absolute clarity of purpose, targets and business priorities beyond the problems and pressures of the present Experience and understanding of the Field Services environment and culture, with the ability to work across multiple cross-functional teams and stakeholders in order to deliver results Experience of leading or coordinating EV chargepoint installation activity, including field installation, scheduling, technical compliance and safety, asset management and supply chain considerations Resilience and confidence to manage competing priorities, achieve targets and respond quickly and flexibly to changing demands Track record of taking the initiative and being creative to deliver results in a leadership role, with outstanding interpersonal and communication skills to lift, support, inspire and grow the impact Field Services has on our members Operate within a stakeholder management framework Experience partnering and collaborating across internal boundaries to manage small or large scale projects which require distinctive problem solving, impeccable commercial awareness and boundless enthusiasm Ability to conduct creative analysis of data, customer and colleague feedback and translate the results into actionable deliverables, messages, and presentations Ability to represent Field Services directly with partners and within OVO from go-to-market, product, and technical perspectives Aware of your strengths and preferences and a good understanding of your development needs Ideally you will have: Experience in building and sustaining high performing teams in the EVSE installation sphere, with a leadership style that gets the best out of people consistently. Ability to deliver successful outcomes by working across boundaries, looking for collective success, listening, involving, respecting and learning from the contribution of others. Brilliant benefits for a world-changing teamOur people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home. For starters, you’ll get 34 days of holiday (including bank holidays). Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor 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. Oh, and one last thing... We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!
