Billing Quality Operations Manager

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Role OVO-View Team: Energy Operations Location: Bristol Hub - 1 day a week in our Bristol Hub Salary banding: £43500 - £55000 Experience: Mid-level Working pattern: Full-Time Reporting to: Sarah Frost - Senior In Life Manager Sponsorship: Unfortunately we are unable to offer sponsorship for this role. This role in 3 words: Fast Paced, Customer Centric, Collaborative. Top 3 qualities for this role: High Performing, Communication, Organisation. Where you'll work: Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. You'll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life. Everyone belongs at OVO: At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us. Teamworking for the planet: Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how: We're hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we're hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey. This role in a nutshell: The Energy Industry in the UK is in the midst of a huge transformation. Smart metering kicked off this transformation with subsequent phases focussing around transition of core Industry services such as Market Wide Half Hourly Settlement and innovation of Gas Industry services. This role sits within the Energy Operations business unit and has links to the systems, processes, third party relationships and people involved in 'in life journey' processes linked to Billing and Industry of all OVO Retail supply points. You'll help build, manage and develop a team of hybrid specialist resources on and offshore to think differently, fail fast and challenge the status quo. An accurate and timely billing and settlement journey is also critical to maintaining a fair gross margin, representing both a financial and regulatory risk to the OVO group. You'll lead a team responsible for driving improvements and developments in our customer's experience whilst progressing through their individual in life journey. Your key outcomes will be: Build and Scale the Team: Support the design, recruitment, and onboarding of a newly established In Life Operational Team, defining clear accountabilities for a hybrid network of onshore and offshore specialist resources across the UK and India Champion Billing Quality: Own the end to end performance of critical customer journeys from Billing through to Revenue Assurance, implementing robust control frameworks to drastically improve billing accuracy and mitigate financial or regulatory risk. Elevate Offshore Delivery: Transform our relationship with offshore partners, shifting from basic task management to cultivating highly skilled offshore experts, improving quality outcome delivery, and reducing onshore dependency. Own the Operational Scorecard: Translate weekly and monthly operational data into strategic actions, maximising performance against strict KPIs and presenting clear narratives to senior stakeholders. Drive Data Integrity: Act as the ultimate anchor for billing and industry data accuracy, collaborating with internal and external partners to proactively root out data anomalies and optimise OVO's market position Foster a Culture of Continuous Improvement: Utilise your deep operational experience to instill an Agile, "fail fast" continuous improvement mindset across your teams, allowing them to rapidly test, learn, and optimise processes. Advocate for the Customer: Maintain highly collaborative relationships with internal departments to ensure all operational decisions and process designs inherently serve the best interests of our customers. Become the Source of Truth: Lead your team to become the absolute authority on billing quality operations within OVO. You'll be a successful Billing Quality Operations Manager here at OVO if you... Are a proven team architect: You have a track record of building, structuring, and nurturing high-performing, hybrid operational teams (onshore and offshore) from the ground up. Are a champion for billing quality: You possess a sharp analytical eye and experience implementing robust control frameworks to root out errors, drive data integrity, and safeguard revenue assurance. Know the energy landscape inside out: You bring a deep, technical understanding of the UK Energy Industry, including settlement proc

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