Billing Operations Manager en OVO Energy

Role OVO-View

Team: Customer Operations (Billing, Revenue Ops) 

Location: Hub Based - Hybrid for all

Salary banding: £43,500 - £62,641

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: Senior Operations Manager

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership. Challenge. Improve

Top 3 qualities for this role: People-Leader. Task Oriented. Attention to Detail

Where you’ll work:

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. 

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

Everyone belongs at OVO:

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet:

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Customer Operations houses the majority of back office OVO processes, ranging from Onboarding, through Billing, Smart, PayG, Industry and Exports. These teams are responsible for processes across our Customer lifecycle, managing exceptions to fix and prevent issues for our Customers whilst meeting Industry standards and ensuring revenue. 

Our team's work is varied and complex, and this role plays a pivotal part in understanding up and downstream impacts as well as ensuring we can drive our own goals and help drive those of the wider business. 

This role in a nutshell:

The Billing Operations Manager will report to the Senior Operations Manager, owning the development, expansion and delivery of all operational management processes within Billing Operations, including, but not limited to, alerts/exceptions, risks,  platform controls, regulatory KPI delivery, proactive controls frameworks, process improvement and optimisation and line management of SME and Expert roles within the team. They will also contribute significantly to driving performance at the lowest optimised cost without negatively impacting customer satisfaction and respecting all regulatory requirements across the Retail business.

In addition the role will manage key relationships with our offshore teams, including performance management, continuous improvement and day to day escalations. The role is expected to work very closely with our outsource providers with occasional travel, in order to drive improvements, maximise quality and reduce cost to serve.

In this role you will be managing a team of 6-10 process experts

You’ll be a successful Billing Operations Manager at OVO if you…

• Have experience taking responsibility for all performance metrics, team engagement and development across the Operation functions
• Significant appropriate experience of leadership within a similar delivery focused      environment with a track record of innovation, development, deployment and delivery
• Have proven experience working in a Billing function tackling Billing related fallout and exceptions resolution
• Have experience in understanding the full Billing lifecycle including up and downstream impacts and the impacts on the Customer journey
• Extensive experience in all HR processes and policies 
• Experience of shaping and receiving change within IT systems and ability to accept and operationalise change quickly and efficiently, navigating stakeholders to deliver the best possible business outcomes
• Experience in analysing, tracking, creating, planning and delivering improvement, working with a multiple range of diverse, complex, strategic change initiatives
• Ability to manage teams working with sophisticated problems to provide useful insight
• Experience of end to end processes in Billing with understanding of Industry or Revenue Assurance processes being highly desirable, though strong transferable skills from other sectors are considered 
• Good end to end understanding of the moving parts of the energy industry, preferable with experience of delivery within a back office type environment
• Experience of managing complex technical deliveries across both on and offshore teams
• Good decisions making skills and able to drive changes to meet objectives
• A proven track record of developing productive relationships with a variety of internal and external stakeholders and capable of influencing at all levels
• Experience of managing, motivating and developing a high performing team
• Experience of both on and offshore resource management (optimised for cost and quality) as well future strategy and relationship management

Let’s talk about what’s in it for you

We’ll pay you between £43,500 and £62,641, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and 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 starters, you’ll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With 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 donations

For 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 chargers

For 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.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

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!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..