Job Description

 You will be a key member of the Consumer Fixed team, playing a critical role in deepening our relationship with our fixed customers and delivering measurable customer experience improvements and business value through roadmap delivery and operational oversight.

You will have overall ownership of (and accountability for) for our wholesale operations, together with the associated CX, operational and commercial performance. You will provide leadership, build strong and effective partnerships (internal and external), and leverage & best practices to deliver outstanding experiences and operational excellence.

• Develop an understanding of wholesale operations performance and relative performance across each wholesale partner 
• Devise a wholesale operations way of working, which includes the following areas:
• Performance and measurement of performance / delivery of faults and on boarding performance
• Roadmap understanding – create, manage and deliver alongside our wholesale partners
• Identification of process improvements through understanding current gaps and opportunities
• Interlock between wholesalers & business across ops performance, service delivery etc.
• Understand the business needs to inform current and future wholesale service model
• Collaborating with peers, stakeholders across the organization, Shared Services Partners and Third-Party Service Providers to both influence and ensure strategic alignment

Required Knowledge, Skills, and Abilities

• At least 5 years’ experience commercially and operationally managing a large scale outsourced/shared service model
• A proven track record of success in transformational change to meet customers shifting needs and expectations.
• Results-driven and commercially focus. Experience of setting and managing targets across a balanced scorecard (customer experience, employee experience, commercial, and operational)
• Experience of managing multiple partners to deliver the optimum commercial / customer experience
• Strong analytical, critical thinking and problem-solving skills. Demonstrated success translating operational, market, and Voice of the Customer data into actionable insights, influencing and driving change, and delivering measurable impact and value.