Director of Operations

Centrica Plc; Windsor; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading energy company is seeking a Director of Operations based in the UK or Ireland. This role involves overseeing field service operations, delivering on operational strategies, and ensuring high levels of customer satisfaction. Candidates should have a relevant qualification and demonstrable experience in leadership, operational management, and finance. The position requires a focus on efficiency, quality, and continuous improvement, making it ideal for someone passionate about driving change and sustainability.

Qualifications

• Demonstrable experience of delivering operational plans and actions.
• Ability to build trusted relationships within teams.
• Experience in finance management and reporting.

Responsibilities

• Oversee field service operations ensuring customer satisfaction.
• Define the operations business plan and operational targets.
• Drive performance metrics and standards to achieve objectives.

Skills

Leadership

Team building

Operational management

Finance management

Customer focus

Strategic thinking

Innovative mindset

Education

Relevant third level qualification

Job description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric.Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

Director of Operations

6 month FTC

Dublin/London

The Director of Operations is a business-critical role that forms part of the Bord Gáis Energy Executive Team, reporting directly to the COO, Centrica Home. This team is collectively responsible for executing BGE’s multi-year business strategy. The Director of Operations is responsible for building and maintaining a highly efficient, single operations function to support and deliver the customer operations and processes for the BGE sales & service operations, field operations and business support, all of which report into this role.

You’ll have responsibility for oversight of BGE’s field service operations, which includes a team of both field service engineers and installations teams ensuring safe, efficient and timely delivery of services and maintaining high levels of customer satisfaction and quality. Our field function also include management of BGE’s One Stop Shop fulfilling deep retrofits and home upgrades.

Ownership of defining and delivering Sales & Service Operations strategy sits with this role, including defining efficient operations and processes for all products and services and driving a culture of operational excellence and continuous improvement.

In addition, you’ll also be responsible for supporting field operations and sales & service operations in managing change delivery, continual improvement and back-office support and administration. A key responsibility is to drive optimum value from all our outsourced partner contracts to ensure that our delivery model is cost effective and quality focused.

Key Accountabilities

• Define the Bord Gáis Energy Operations business plan, operational targets & strategies to support delivery of our broader business objectives
• Turn agreed strategic and customer priorities into detailed operational plans
• Evaluate the efficiency of existing operational business processes and implement improvements to optimise productivity to achieve commercial plans
• Drive performance metrics and standards across all customer delivery & fulfilment to ensure efficient and effective functioning.
• Monitor day to day operations to ensure delivery of customer service, satisfying customer’s needs for fast, accurate processing of transactions and a consistent, timely and reliable service from third party partnerships
• Ownership of the growth and delivery of our Services & Solutions strategy including labour & net zero skilling strategy to ensure that our operations evolve to support our new products and services
• Manage the performance of Service & Solutions portfolio of products, bundles and solutions that satisfies customer needs, grows gross margin and positions BGE as the most successful supplier in Ireland as we deliver a greener, fairer future for our customers
• Ensure timely and efficient delivery of field service operations, meeting customer’s expectations
• Refine both the operating model for services & solutions and the capability resourcing strategy to ensure we have the specialised skills available to service growing and more diverse customer expectations, specifically home energy upgrades and retrofitting solutions
• Monitor and analyse field service performance metrics, identifying areas for improvement in productivity, quality and overall effectiveness
• Collaborate with cross-functional teams to develop and enhance field service processes and procedures, including procurement to optimise supply chain & EHS to drive a culture of safety and compliance
• Stay updated with industry trends and advancement, incorporating them into field service strategies.
• Manage risk effectively to ensure business strategy and objectives are achieved within risk appetite set by Board, including conduct and safety risks and implement measures to mitigate potential threats
• Ensure compliance with all Regulatory obligations are met, and ensure Data Quality and GDPR standards are met
• Responsible for delivering against our Energy efficiency obligations, answering to MD and SEAI for provision of works, meeting government guidelines on an annual basis
• Develop and agree an on-going business change and project portfolio to achieve the integrated customer strategy, considering operational goals, corporate priorities, technology opportunities and cost pressures
• Lead jointly with peers in business functions, the delivery of business change initiatives, ensuring the timely and on budget delivery of the relevant components
• Build a culture of empowerment and trust with your teams, develop and motivate people to take greater accountability that drives great customer outcomes and fosters a culture of continuous improvement
• Ownership of the customer contact supplier management relationship, developing strong partnerships for the delivery of all aspects of the operational strategy through the Customer Care, Billing, Credit Management, etc
• Collaborate to upsell services and solutions products via our contact centre partnerships
• Ensure quality management systems are in place to underpin customer delivery from a safety and operational performance perspective working through our direct and contract partners

Required Skills and Experience

The Director of Operations must be an experienced professional who can demonstrate a successful track record of delivering operational and finance management with these skills and experience:

Leadership

Demonstrable experience of delivering operational plans and actions, agreeing priorities and delegating actions, clear experience of senior leadership.

Team building

An interest in developing members of their management team to achieve high performance and maintain an engaged and productive culture.

Management

Excellent operational management capabilities and skills, with an ability to build trusted relationships within teams and who collaborates across boundaries to seek to understand others and work with them to achieve collective goals.

Skills

Demonstrative knowledge and experience of finance, people management, attention to detail and understanding of best practice in organisational policies and reporting.

About You

• Relevant third level qualification
• Strong operational excellence mindset and commitment to quality
• Customer obsessed with a focus on execution
• Strategic and pragmatic thinker who is comfortable with taking risks
• Team player who takes responsibility for developing autonomy of their people
• Fosters a trial-and-error environment where people feel confident to innovate, fail and learn
• Enables agility throughout the organisation
• Prioritises decisions based on solving customer problems and improving the customer experience
• Creates a compelling customer centric vision of the future and builds their people’s commitment to change
• Implements new ways of working that meet customer’s needs and promotes customer centricity as a critical value
• Builds diverse capability across the organisation and recognises people who demonstrate critical customer centric behaviours
• Passionate about leading change and building an operating model to fulfil our strategic ambitions

Ideally you will be based in Dublin, however we are open to applications from candidates in the UK who are happy to travel frequently to and from our Dublin offices.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. https://www.morethanacareer.energy/bordgais

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.