Process Manager

The Role:

Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.

The Connections and Developer Services (CDS) team are responsible for the end to end customer management of all connections to the Uisce Eireann network. They are responsible for managing the vesting/taking in charge processes, including the progression of assessment, modelling, design, inspection, estimation and commercials of same nationally. The CDS Commercial team is responsible for the coordination of connection contracts based on both standard and quotable connections, ensuring that all connection quotes are robust and the financial costs are recognised once the connection has been completed. This role is to provide governance and commercial reviews in line Uisce Eireann Connection Charging Policy and all other integral governance procedures.

Reporting to the CDS Senior Services Manager, the Process Manager is responsible for the management, coordination and delivery of core enhancement projects, process improvement reviews and change projects ensuring a clear demonstration of outcomes and benefits for the Connections and Developer Services function within Uisce Éireann , incorporating Uisce Éireann Systems, Uisce Éireann processes, to ensure an improved customer service in a timely fashion.

This will be achieved by leading change with colleagues, through collaboration and strong communication, analytical assessment of the potential to improve and the design and implementation of change measures to improve the customer experience and journey.

Main Duties and Responsibilities:

• Manage the development of process improvement opportunities, associated initiatives and solutions using principles of process excellence and related tools in accordance with Customer Operations business requirements

• Work closely with the Connections and Developer Services Manager to affect process optimisation across CDS, Billing Services, Customer Servicesand Strategy & Capability teams

• Prioritise and manage the roll out and implementation of special projects and enhancements within Customer Operations to ensure that Customer Services is embedded in the core of all CDS activity

• Develop and maintain a clear understanding of the consistent evolution of the Customer Operations business solutions

• Drive prioritisation of workload, ensuring resource allocation is aligned within Customer Operations objectives,

• Provide quality reporting, analysis and audits for developing plans and programs to support continuous quality improvements using applicable tools

• Ensure that processes are developed, captured and maintained in agreed formats accessible to the business

• Define and validate business requirements for processes

• Advise the Connections and Developer Services Manager on improvement options in critical systems and technologies

• Review business critical processes and ensure that processes are adequate and conform to industry standards

• Facilitate desired productivity and quality performance from team and stakeholders, based on defined KPIs as set by management teams across the connection to billing life cycle

• Manage and conduct the performance management and development processes for direct reports

• Provide input to business change assessments from a business process perspective

• Raise risks and issues as appropriate to the Customer Operations

• Propose remedial actions where needed

General Duties and Responsibilities

• Collaborate with key internal stakeholders across the UÉ business.

• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.

• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.

• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.

• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable and or relevant experience

• A minimum of 7 years’ Experience in the water, utilities or similar industries is desirable, ideally with significant system and process experience.

• Demonstrated leadership ability, proactive development, motivation and engagement of staff

• Experience managing a large team, with strong people, change management and conflict resolution skills

• Experience of developing and maintaining effective strategic partnerships with key stakeholders and influencing an environment of open, honest communication while upholding high ethical standards

• Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others

• Experience of supporting policies, systems and controls and driving the implementation of progressive policies.

• You will have a proven track record in leadership, change & transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment

• Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented.

• Strong background in leading continuous improvement initiatives in teams to deliver customer strategies that enhance customer service

• Demonstrated experience in setting measurable safety and well-being goals for a team

CLICK THE APPLY BUTTON TO GO TO THEIR CAREERS PAGE WHERE YOU CAN CHECK THIS JOB AND ALL OTHER OPPORTUNITIES AVAILABLE.