In this newly developed role, the Operational Excellence Manager will report directly to the Group Manager Operational Excellence as part of the Customer Experience group.

You will work closely with the Customer Experience and Operational Excellence leadership teams, providing dynamic, forward-thinking leadership to enable high performing operational teams through the provision of critical support services including Workforce Optimisation, Capability, Quality Assurance and Knowledge Management. You will play a strategic role across the Operational Excellence group, working with Workforce Optimization, Capability, Quality Assurance and Knowledge Management optimize the operational efficiency and effectiveness in of the customer-facing businesses we serve in order to deliver on key customer and employee objectives.

• Act as Operational Excellence group representative for Customer Experience wide strategic
  and tactical initiatives and the co-ordination of Operational Excellence inputs and outputs
  required for effective implementation & integration of change back into business systems.
  This includes governance of the Operational Excellence pipeline and business engagement
  model.
• Ownership of business systems and associated relationships to assure effectiveness of the
  Operational Excellence deliverables to the business and optimization of tools and systems.
• Develop and implement a future state capability strategy that identifies future capability
  requirements and establishes a comprehensive roadmap to build internal skill, experience
  and capability to appropriately respond to and excel in an ever-changing operating
  landscape.
• Lead the provision of a progressive onboarding and ongoing development strategy for new
  and existing staff across customer facing teams, with a focus on creating a positive
  employee experience, building knowledge and capability through cross-skilling and
  upskilling, growing confidence, and contributing to a high-performance culture.
• Lead the ongoing evolution and implementation of the Customer Interaction Framework in
  line with changing customer needs and expectations and effectively integrate the framework
  into the employee experience lifecycle. The Framework forms the basis of our interaction
  approach centered on purposeful interactions that strengthens customer satisfaction and
  uplifts customer trust and reputation. Analyze performance metrics and leverage data
  insights to determine recommendations to strengthen future operational performance and
  improve ways of working.
• Establish and maintain effective working relationships across the Customer Experience
  group to influence operational ways of working which align with our customer and cultural
  aspirations.
• Adopt a curious, customer focused mindset to drive continuous improvement and progress,
  evolving our ways of working and delivering first-class execution in alignment with strategic
  outcomes.
• Support the design and implementation of projects and initiatives that uplift operational
  performance with sound reporting established to measure effectiveness.
• Keep abreast of best practice approaches and global trends to support Customer
  Experience in preparing for future opportunities and disruptions.
• Ensure quality management practices are embedded within the team through effective
  documentation of work practices, procedures and policies as well as the regular and
  systematic review of quality documents to ensure alignment and compliance with legislative
  and regulatory obligations
• Demonstrate collective leadership through leading cross group projects, demonstrating our
  values, reinforcing strategy, sharing learnings and celebrating success.
• Create a highly engaged working environment that drives empowerment, accountability,
  initiative, adaptability and trust.
• Promote and drive a strong safety and wellbeing culture by developing and maintaining a
  safe, inclusive, productive and positive work environment, including the promotion of
  cultural awareness and safety.
• Through inclusive leadership achieve high levels of psychological safety so employees have
  an environment in which they are comfortable being expressing themselves; achieving high
  performing and healthy teams.
• Actively contribute to a culture that supports achievement of our customer outcomes of trust,
  brand and reputation.

• Tertiary qualification in operations management, business administration or other related
  field.
• A minimum of 10 years’ experience leading an operational performance or enablement
  function within a complex and dynamic environment, ideally a contact center.
• Working knowledge and expertise across workforce optimization, capability, quality
  assurance and/or knowledge management functions.
• Extensive analytical experience with the ability to draw meaningful insights and trends from
  various data sets to inform real time action to strengthen operational performance.
• Proven success in influencing operational and strategic decisions across teams that drive
  positive performance outcomes for customers and the business.
• Extensive project management expertise with demonstrated success implementing
  initiatives that deliver performance uplifts.
• Strong business and commercial acumen to understand the implication of decisions on customer outcomes, operating budgets and employee engagement.
• A track record in developing strategies and supporting roadmaps to achieve organizational objectives.
• Strong understanding of customer data with the ability to analyze and convert insights into measurable and meaningful actions.
• Broad understanding of the water sector and economic regulatory frameworks.
• Strong written and verbal communication skills with proven experience in influencing business and customer decisions.
• Proven success in developing a high performing team with high levels of accountability and strong alignment to organizational values and performance expectations.