Who we are
We’re on a mission to reinvent the way homes, cities and communities are powered.
Our people are creating a new energy future where power will flow through brilliant infrastructure, smart technology and clever systems. It’s all about providing greater access to more affordable, reliable, sustainable energy.
Electric vehicles, renewables and next-gen batteries will all play a part. But it’s more than that; to truly shift the dial on decarbonisation we need the best and the brightest to capitalise on the convergence of technology, sustainability and customer focus that forms the basis of our strategy.
We’ve done great things already, join us and help us do even more.
Purpose
The purpose of this role is managing the deployment programme for the replacement of 4G Modems and ensure that the organisation has the right capabilities to meet the programme expectations and key deliverables
This role is accountable for the successful operational delivery of the deployment programme, including managing logistics, forecasting & planning, and the scheduling & dispatch of work to our field teams.
The role will be an integral part of our Retailer Services leadership team and will ensure our customer centric values are well understood within our Deployment, Planning and Logistics, and Customer Excellence teams
Accountabilities & Objectives
Performance and Operational Excellence
• Ensure that the programme’s forecasted volume of work is achieved through optimised planning, appointment booking, scheduling through to completion of work in the field.
• Manage and drive the delivery of third-party suppliers, Customers and the Vector Metering portfolio of contracted services in order to meet all agreed SLA requirements and exceed customer expectations
• Create, maintain and review daily, weekly and monthly reports and ensure strategies are implemented to improve quality, productivity, efficiency, and eliminating waste.
• Design and implement improvement processes including continuous monitoring of the improvements to ensure that the desired affect is achieved.
• Development of operational plans, procedures and policies in order to meet customer and contractual obligations and to ensure compliance with ISO and regulatory requirements.
• Manage and provide accurate and timely information regarding the status of performance against programme deliverables
• Provision of all business reports as required for both contractual commitments and including reports as required by the Senior Management Team.
• Effectively manage Field Service Contractor resource to optimise customer outcomes and ensure the desired outcomes are achieved. Ensure that the velocity, quality and cost of services to deliver are managed within an optimised framework with all Field Service Contractors.
• Manage and coordinate resourcing to optimise cover of all workflow. This includes management of all contractors to effectively cover assigned work and ensure delivery of customer requirements.
• Well understood value proposition within our team and we can confidently highlight the value that we provide to our customers
Resource Management
• Creating forecasts of work volumes to ensure alignment for planning and scheduling field work – reviewing forecasts to actuals to ensure forecasts are accurate and complete.
• Monitor resource requirements and working with the field teams to develop and maintain forward forecasts.
• Monitoring of work volumes, ensuring that they are aligned to the forecast.
• Identifying and managing where and when resources are required, and working with internal and external parties to ensure the work is completed on time and within SLA
• Optimisation of scheduling and dispatch to ensure the field teams utilisation is maximised.
• Ensure that the field teams are receiving a high level of service in line with their contractual terms and expectations.
• Ensure the team develops and maintains win / win relationships with our field teams, and we treat them the same way as we treat our end customer.
• Implementation and management of regular operational reviews with contractors, including review of performance against SLA’s.
Customer Relationship Management
• Escalation point for performance issues or operational incidents that need ongoing leadership and support
• Monitoring performance against contractual obligations and ensuring all staff are aware of the expected deliveries. Where performance is not meeting SLA, supporting the operational rectification plans and ensuring our key customers are kept informed until performance has reached an acceptable level
• Work closely with the Commercial Team to ensure alignment of activities and interactions with customers where required
• Creating forecasts for Retailers to ensure alignment for planning and scheduling field work – reviewing forecasts to actuals to ensure forecasts are accurate and complete.
Leadership
• Lead the deployment team, ensuring employees are recruited, developed, appraised and performance managed effectively to fit the needs of the business.
• Support and coach the Team Leaders, setting accountabilities in line with business strategy and ensure that a plan exists to optimise the best use of resources is achieved.
• Set and monitor performance objectives for the teams in line with SLA/KPI requirements the programmes objectives.
• Implementation of the company performance management process. Ensuring objectives are set for the Team Leads and regular reviews are held.
• Promote continuous learning and the development of others to achieve maximum potential in staff.
• Develop a performance focussed team, acknowledging and recognising good individual performance
• Develop and maintain effective communication and positive working relationships with internal and external stakeholders.
• Develop and manage personal development plans for the direct reports
• Performance conversations are had with the Team Leads every month. We have a model of continuous improvement and this feedback is important in helping us to develop our customer service skills
Continuous Improvement
• Develop and maintain a prioritised and achievable continuous improvement strategy within the Deployment Team structure with a focus on incremental operational improvements.
• Work with all internal and external parties to define, implement and provide the necessary tools to ensure that business efficiencies are achieved through the continuous improvement process.
• Contribute leadership, resourcing, and support regarding the production platform to the Technology and Project Management Team to enable delivery of additional applications, capacity planning and future developments.
