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Customer Event Manager - Onboarding
Job Purpose
- Customer Event Owner plays a critical role in ensuring that services delivered are high-quality, timely, and cost-effective. Responsible for maintaining relationships, coordinating service delivery, monitoring performance and reporting, and continuously improving processes. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work well under pressure.
To deliver services to a standard that exceeds our customers expectations by:
- Overseeing the day-to-day operations of assigned customer event/s including SLA management with outsource partner/s.
- Building and maintaining high-performing teams and foster a one team culture between onshore and offshore teams.
- Scoping and delivering new operations initiatives, including managing regulatory changes and product launches to be implemented with detailed ownership and oversight on the operational readiness to ensure these are embedded well.
- Implementing controls to monitor and manage the onboarding customer Journey.
MAIN RESPONSIBILITIES
Accountability/Key Responsibilities
- Ensure all work is delivered in line with industry guidelines and compliancy measures.
- Deliver services that meet customer, financial and industry SLAs whilst supporting IMServs strategic vision.
- Ensure issues are proactively resolved for the company and the customer to ensure outstanding work is within agreed timeframe targets.
- Support the implementation of new business development initiatives from projects to Business as Usual (BAU),
- Working with internal stakeholders and customers where appropriate to understand and address their needs.
- Identify and resolve new issues, faults, or defects, especially those without existing workarounds.
- Develop and implement action plans to address operational performance and quality issues.
- Ensuring compliance with service level agreements, responsible for monitoring that service level agreements are met, and that the services provided meet the required quality and regulatory standards.
- Working with other teams to create and execute a cohesive, efficient, and customer-focussed working environment that embraces best practise and fosters one-team culture.
- Actively contribute to the continuous improvement and transformation of processes, specifically facing into the MHHS Business Readiness Team as our service transitions to the new way of working.
- Serve as the primary point of contact for outsource partners with onshore teams especially with technology support and other resources needed for effective transformation and CI initiatives.
- Work with our customers when required to understand and address their needs.
- Monitoring and reporting the volumes associated with inflow of work and model resource to ensure operational cover is provided.
PERSON SPECIFICATION
Skills
- Knowledge of Electricity Industry process and associated regulations.
- Knowledge of the UK Electricity Market Advantageous
- Experience of leading and motivating a team
- Good knowledge of process management and improvement activities
- Previous Supervisory/Management Experience
- Good level of Microsoft office packages (Excel, Word, etc.)
- Customer focused; can identify and respond to customers needs.
- Natural ability to coach people.
- Good problem-solving skills, able to grasp problems quickly and draw informed conclusions.
- Able to work in a complex environment with conflicting demands and make clear and consistent decisions.
- Anticipates issues and is pro-active in dealing with them.
- Willing to take ownership for issue resolution.
- Can manage own time to meet daily requirements.
- Flexible, willing, and able to cope with change with the ability to work under pressure.
- Positive and enthusiastic with a can do attitude.
- Conscientious, accurate and diligent
- Able to understand and communicate concepts clearly.
