Operations Manager - Revenue Assurance

Overview

Team: Customer Operations (Billing, Revenue Ops)

Location: Hub Based - Hybrid for all

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: Senior Operations Manager

Sponsorship: Unfortunately we are unable to offer sponsorship for this role

This role in 3 words: Ownership. Challenge. Improve

Top 3 qualities for this role: People-Leader. Task Oriented. Attention to Detail

Where you’ll work: Depending on the needs of your business area, hub based people are expected to be in the office at least once a week and to attend OVO Connection events in-person. You’ll be assigned to the closest hub office (Bristol, Glasgow, or London) unless your role requires field-based work. Each hub has accessible spaces to park your laptop and is designed to inspire collaboration and big ideas.

Everyone belongs at OVO: At OVO, we are on a mission to solve one of humanity\'s biggest challenges, the climate crisis. We welcome diverse people from all abilities, identities, ethnicities, ages, sexual orientations, life experiences and backgrounds.

Teamworking for the planet: Everything we do centers on Plan Zero. The team you’ll join plays a pivotal role in achieving that goal. Customer Operations houses back-office processes across the customer lifecycle, including Onboarding, Billing, Smart, PayG, Industry and Exports. These teams manage exceptions to fix and prevent issues while meeting Industry standards and ensuring revenue. This role requires understanding upstream and downstream impacts and helping drive both team and wider business goals.

Responsibilities

This role in a nutshell: The Revenue Operations Manager will report to a Senior Operations Manager, owning the development, expansion and delivery of all operational management processes within Revenue Operations. This includes, but is not limited to, alerts/exceptions, risks, platform controls, regulatory KPI delivery, proactive controls frameworks, process improvement and optimisation, and line management of SME and Expert roles within the team. They will contribute to driving performance at the lowest optimised cost without harming customer satisfaction while upholding regulatory requirements across the Retail business.

Additionally, the role will manage key relationships with offshore teams, including performance management, continuous improvement and day-to-day escalations. The role is expected to work closely with outsource providers with occasional travel to drive improvements, maximise quality and reduce cost to serve.

The role will manage a team of 6-10 process experts.

Qualifications

• Have experience taking responsibility for all performance metrics, team engagement and development across the Operation functions
• Significant leadership experience in a delivery-focused environment with a track record of innovation, development, deployment and delivery
• Experience of Revenue Assurance and Leakage, including understanding causes and preventions of leakage, ideally within an Energy Industry environment
• Clear understanding of the links between revenue impact and customer impact with awareness of downstream implications
• Good knowledge of the Energy Industry and processes such as Settlement which form part of Leakage
• Extensive experience in all HR processes and policies
• Experience shaping and delivering change within IT systems, able to operationalise change quickly and efficiently while navigating stakeholders
• Experience analysing, tracking, planning and delivering improvements across diverse, complex strategic change initiatives
• Ability to manage teams solving sophisticated problems to provide useful insight
• Experience with end-to-end processes in Industry or Revenue Assurance is highly desirable; strong transferable skills from other sectors will be considered
• Good end-to-end understanding of the moving parts of the energy industry, preferably in a back-office environment
• Experience managing complex technical deliveries across on- and offshore teams
• Strong decision-making skills and ability to drive changes to meet objectives
• Proven track record of developing productive relationships with internal and external stakeholders and ability to influence at all levels
• Experience managing, motivating and developing a high-performing team
• Experience in managing both on- and offshore resources (cost and quality optimized) and future strategy/relationship management

Salary, Benefits and Inclusion

Let’s talk about what’s in it for you

We’ll pay you between £43,500 - £62,641, depending on your specific skills and experience.

We keep our pay ranges broad to give flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have a single OVO bonus plan focused on collective performance to deliver our Plan Zero goal.

We offer green benefits and progressive policies, including 9% Flex Pay on top of your salary — 4% auto-enrolled into your pension and 5% for you to use with flexible benefits, including green options, pension top-ups, or cash.

Here’s a taster of what’s on offer:

• 34 days of holiday (including bank holidays)
• Health benefits: healthcare cash plan or private medical insurance, critical illness cover, life assurance, health assessments, and more
• Wellbeing benefits: gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more
• Lifestyle benefits: extra holiday buy, discount dining, home & tech loans, and charity giving
• Home benefits: up to £400 towards any OVO Energy plan, plus discounts on solar, smart thermostats and EV chargers
• Commute benefits: car leasing deals (ultra-low emission), cycle to work scheme, and public transport loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Belonging

For your Belonging

We strive to support our people by listening to diverse experiences and building an inclusive, diverse workplace. We have 8 Belonging Networks at OVO, led by our people. When you join, you can participate in any Network.

Final note

We’d be thrilled if you tick off all our boxes, yet we also believe it’s important to consider your needs. If most of what we’re looking for matches but not every item, please apply — we’d still love to hear from you. If you have additional requirements, there is space on the application form to share them.