Operations Manager

ESG Global Ltd; United States; Hybride; USD 67 000 - 93 000; Plein temps

Résumé du poste

ESG Global Ltd. is seeking an Operations Manager to lead the Industry Operations and Client Testing Services teams in a hybrid Chorley-based role. You will drive service delivery, onboarding, and key account relationships while ensuring compliance with industry standards and ESG processes.

The role demands leadership, initiative, and strong problem-solving abilities. The position supports a hybrid work policy with in-office training; prior energy sector experience and ISO awareness are highly

Qualifications

• Experience leading multi-site teams in a complex environment.
• Strong communication and stakeholder management.
• Proven ability to drive service delivery improvements.

Responsabilités

• Oversee Operations sections including Industry Operations and Client Testing Services.
• Manage new customer onboarding and service delivery relationships with key accounts.
• Escalate issues internally and externally; maintain regulatory and process compliance.

Connaissances

Leadership

People management

Communication

Problem solving

Organisational skills

Customer focus

Description du poste

Operations Manager

Job Description

Department: Operations

Reports To: Operations Director

Work Location: Chorley - Hybrid

Hours of Work: 37.5

Position Type: Full-Time

Rate Type: Salary

Grade: 5

SUMMARY

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. but during your initial training period the need to be in office with other team members will be essential.

The Industry Operations Managed Service department at ESG provides an expert, highly efficient back-office operation for independent energy suppliers & agents. Provision of the Managed Service allows ESG to support explosive growth in the independent sector of the energy market and enables our customers to focus on growing their business, acquiring, and serving their customers while we focus on managing the back-office complexity & highly regulated landscape of the energy industry.

POSITION RESPONSIBILITIES

Primary Functions:

• Managing the Operations Sections for the key services:
  • Industry Operations
  • Client Testing Services
  • Additional Services as introduced
• Managing new customer take on
• Managing the service delivery relationship with key accounts - regular client interaction by all channels
• Providing a point of escalation internally and externally for Operations issues.
• Managing key industry body relationships, e.g., DCC
• Representation of ESG at industry forums
• Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific focus on: Process Improvement & Automation
• Representing and championing Operational requirements to the engineering department

Key Measures

• Managing to SLA - driving a "zero service credit" culture throughout
• Efficiency improvements YoY in Productivity, Efficiency & Effectiveness
• Customer Retention through excellent quality of service delivery
• Successful take-on of new customers into all service areas within deadlines
• Successful participation in CIO audits
• Successful implementation of new products and software industry releases into Production service.

People management

• 1-2-1s with Team Managers & enforcement down to team levels
• Attendance Management to staff contractual hours at SLA thresholds, managing work peaks and troughs effectively and minimizing any requirement for overtime
• Performance Management to maintain productivity
• Training and Development Plans to encourage staff personal development and internal progression
• Promotion of a positive working culture throughout the department

ABOUT YOU

We need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us

You will be :-

• Passionate about customer care and quality of service delivery
• Driven to be effective and efficient and always provide value for money
• Focused, pro-active, organised
• Tenacious & dedicated
• A "leader from the front"
• Able to manage a busy operations team, motivating at times of stretch or issue
• Calm under pressure
• Conscientious with a strong sense of pride and personal accountability
• Good at problem solving
• Customer focused
• Proficient with written & verbal communications

Able to demonstrate ESGs key values of

• Excellence:be accountable to deliver our best
• Passion:show how much we care each day
• Integrity:do the right thing when no one is looking
• Collaboration:work together to succeed together

You will have :-

• Minimum 3 years' in a complex energy industry area such as smart or metering
• Minimum 3 years' experience of managing a team
• Previous supply-side experience in a commercial software and services business - highly desirable

ISO AWARENESS

• Follow IMS Policies
• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

For more information on how we process your information please see our privacy notice which can be found on our websitehttps://esgglobal.com/privacy-policy/