Operations Manager

Operations Manager For Gentrack's Managed Services Team

Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet's most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our core values are:

• Respect for the planet
• Respect for our customers
• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack's global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

As the Operations Manager for Gentrack's Managed Services team, you will oversee the day-to-day business operations to ensure efficiency, productivity and quality across the two Managed Service departments – Assurance; Billing & Ops. The role involves developing and managing processes, performance optimisation, team coordination and championing strategies driving business growth, continuous improvement and operational excellence. You will leverage your extensive experience to implement creative business solutions, following industry best practice to enable the success of our Customers and therefore the success of our team.

Your Success Will Be Measured By:

• Customer satisfaction and service levels
• Operational targets
• On-time project delivery
• Employee productivity rate
• Enabling a centralised customer first approach
• Invoicing on-time and timely reporting
• Process improvement and automation without a negative impact on quality
• Enabling the expansion of the Managed Services Catalogue

The Specifics

Operational Management

• Generating timely customer reporting to drive customer success.
• Drive the design and execution of a quality framework that ensures exceptional delivery standards and maximises team effectiveness and mitigates risk.
• Drive operational performance and identify areas of improvement across Managed Service working closely with Product.
• Shape and/or develop operational reporting to be utilised by the Managed Services team's for effectiveness and efficiency e.g. Power BI.
• Develop and maintain management reporting including performance management.
• Work with teams to design, document, and implement effective processes that improve clarity, efficiency, and performance.
• Strong problem-solving skills, with a focus on delivering innovative solutions to meet client needs.
• You will ensure that the Managed Service is not only aligned with KPIs of your customer portfolio but also adds value to their businesses.
• Manage the customer invoicing process, ensuring that invoices go out on time, of quality and approved for issue by the Global Assurance Director.

• Ensure that the revenue targets are successfully delivered monthly and own the month end accrual process.

• Identification of new data errors in the Utilities industry and liaise with the team to develop resolution mechanisms (Trading Disputes, HH).

• Contribute to the development and execution of organisational strategy and long-term planning.

• Excellent communication skills, with the ability to convey complex concepts to diverse audiences.

Team Leadership

• Provide leadership and direction to the Operations Analysts, ensuring high standards of delivery and professional development.
• Strong interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.
• Liaise with development teams and product managers in order to reach a timely resolution on queries.

Customer

• Manage customer onboarding data requirements, enabling efficient turn around e.g. Proof of Value request to presentation.
• Manage customer data requirements to facilitate the effectiveness of Assurance delivery; ensure that the data held and processed is accurate and timely.
• Deliver professional, timely, communications to ensure Gentrack customers are kept up to date in line with agreed timeframes.
• Support monthly Business Review Activities as required, particularly in the generation of the content.

Strategy

• Play a leadership role to increase Managed Services profile across Gentrack.
• Work with MS Leadership team to define an operational strategy and in-line with business objectives.
• Prepare monthly operational reports.
• Take a leading role in our ways of working with Product and other Gentrack stakeholders (including the integration and launch of Assurance 2.0).

Compliance & Risk Management

• Ensure compliance with Gentrack's policies and procedures
• Manage vendor relationships e.g. recruiters.
• Work with Gentrack's teams to ensure the team has a relevant Business continuity and Disaster recovery process.

• In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader e.g. strategic projects.

What We're Looking For

• 5 years or more industry experience is required.
• Previous experience in a software environment, working with our Assurance software is preferred.
• Personal attributes include commitment to excellence, sound judgment, attention to detail, strong relationship management, and problem-solving skills.
• Open-minded and consultative approach, ability to give and receive constructive feedback.