Revenue Protection Performance Manager

Centrica; United States; Remote; USD 87,000 - 120,000; Full time

Job summary

British Gas, part of Centrica, seeks a Revenue Protection Performance Manager to lead the strengthening of energy theft detection and field performance. You will use operational and industry insights to boost conversion, efficiency and outcomes for customers, regulatory and commercial goals.

You will collaborate across Revenue Protection and field operations to embed best practices, improve capabilities and drive industry-leading performance, while aligning with governance and safety standards.

Qualifications

• Strong operational knowledge of Revenue Protection, energy theft investigation, or similar field.
• Ability to interpret performance data and translate into improvements.
• Experience embedding best practices and driving continuous improvement.
• Strong stakeholder management and ability to challenge established ways of working.
• Ability to build relationships with teams, leaders and external partners.

Responsibilities

• Lead continuous improvement of Revenue Protection investigation and detection performance.
• Develop approaches to improve theft detection conversion and field efficiency.
• Use data to identify opportunities and translate insight into field improvements.
• Define and monitor KPIs across end-to-end Revenue Protection processes.
• Act as SME to support operational teams in investigations and decisions.
• Embed Revenue Protection best practices and lift field capability.
• Identify gaps and develop sustainable solutions with leaders.
• Build external relationships to share best practice and benchmark.
• Drive performance against industry incentives and improve overall performance.
• Collaborate with teams to improve conversion, productivity and efficiency.

Skills

Revenue protection

Investigation

Data interpretation

Stakeholder management

Performance improvement

Change management

Cross-functional collaboration

Communication

Industry knowledge

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:

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

As a Revenue Protection Performance Manager you will lead the development and continuous improvement of our approach to energy theft detection and Revenue Protection field performance.

You will use operational, commercial and industry insight to improve conversion, efficiency and field effectiveness, ensuring Revenue Protection activity delivers strong customer, regulatory and commercial outcomes.

Through expert leadership, collaboration and constructive challenge, you will strengthen Revenue Protection capability, embed best practice and help drive the organisation towards industry-leading performance.

Location:

Flexible/Homebased

Accountabilities:

• Lead the continuous improvement of Revenue Protection investigation and detection performance.
• Develop and implement approaches that improve theft detection conversion, field efficiency and commercial outcomes whilst maintaining customer, safety and regulatory standards.
• Use operational, commercial and performance data to identify opportunities, understand performance drivers and translate insight into practical field improvements.
• Define and monitor key performance indicators across the end-to-end Revenue Protection process, ensuring performance is understood and improvement activity is focused in the right areas.
• Act as a Revenue Protection subject matter expert, strengthening organisational knowledge and supporting operational teams in making effective investigation and field decisions.
• Develop and embed Revenue Protection best practice, ensuring field colleagues have the knowledge, processes and tools required to maximise detection effectiveness.
• Identify capability and knowledge gaps and work with operational leaders to develop sustainable solutions that improve Revenue Protection expertise.
• Build external industry relationships to understand emerging practice, benchmark performance and identify opportunities to strengthen our approach.
• Drive performance against relevant industry incentive arrangements and support the ambition to achieve industry-leading performance.
• Work collaboratively with operational teams to improve conversion, productivity and efficiency while ensuring activity remains commercially effective.
• Identify and challenge existing practices where opportunities exist to improve customer, operational or commercial outcomes.
• Drive effective use of systems, technology and data to improve decision-making, field effectiveness and performance visibility.
• Support the development and implementation of changes to processes, systems and ways of working that improve Revenue Protection performance.

Key Stakeholders and Working Relationships

• Build strong relationships across Revenue Protection, field operations, performance, commercial and supporting business teams to identify opportunities and remove barriers to improved performance.
• Develop effective relationships with industry partners, service providers and external stakeholders to share best practice, strengthen organisational knowledge and support industry-leading Revenue Protection delivery.

Work Experience & Functional/Technical Skills:

• Strong operational knowledge and experience of Revenue Protection, energy theft investigation or a comparable specialist field environment.
• Strong understanding of Revenue Protection investigation and detection practices and the factors that influence successful field outcomes.
• Ability to interpret operational and commercial performance data and translate insight into practical improvement activity.
• Strong commercial awareness with the ability to balance detection performance, efficiency, cost, customer and regulatory considerations.
• Experience of developing and embedding operational best practice and driving continuous improvement.
• Strong stakeholder management and influencing capability, with the confidence to constructively challenge established ways of working.
• Ability to build effective relationships with operational teams, senior leaders, industry stakeholders and external partners.
• Confidence using business systems, digital tools and performance reporting to identify opportunities and drive improvement.
• Ability to operate as a subject matter expert, strengthening organisational capability and sharing specialist knowledge across the business.

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/britishgas

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.