Operational Excellence Manager

4 weeks ago

Dublin, Ireland Centrica Full time

We are Centrica We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future .

Operational Excellence Manager

Reference: R0059601

Customer Ops– Dublin

Permanent

Reporting to: Head of Transformations & Customer Journeys

Bord Gáis Energy is one of Ireland’s leading energy and service companies. We supply gas, electricity, and energy services to over 700,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. Bord Gáis Energy is uniquely positioned to drive positive change and we have an opportunity, as well as a responsibility, to reshape our future. We’re powered by our purpose, and we all play a vital role in energising a greener, fairer future. While there are challenges ahead, we are dedicated to supporting our consumers and colleagues, to rethinking power generation, and to supporting an affordable and fair transition for all.

Role Purpose:

The Operational Excellence Manager is responsible for refining and leading our operational excellence program for Customer Operations and for its promotion throughout the organisation. This business critical role involves the implementation of continuous improvement strategies through process excellence, lean six sigma, voice of the customer analytics and driving cross-functional process improvements that deliver benefits across the broader BGE enterprise. The role includes responsibility for leading all operational integration programs that are borne from corporate alignment into a common operating model.


About the Role

Drive the development of a culture of continuous improvement through use of lean six sigma methodologies, focusing on initiatives to improve customer satisfaction and drive operational efficiencies both through our service centres and back office environments. Support the development of Lean Six Sigma competency throughout the company working closely with Learning and Development on appropriate interventions and acting as a liaison within Centrica Group to share best practice. Manage and develop a team of professionals through on the job coaching, performance management and effective succession planning. Specifically help to develop the skills of employees within team and the development of problem solving in general across the company. Support cross-functional teams in adapting to and understanding improvement processes, facilitating Kaizen and Rapid Improvement Events, and overseeing process improvement projects. Lead the analysis, planning & evaluation of key operational excellence initiatives to help BGE achieve its company-wide goals. Drive a culture of continuous improvement within our key suppliers, ensuring supplier insights are incorporated into root cause analysis and supplier continuous improvements initials are aligned with BGE objectives. Develop and implement a framework for the management of centralised process repository within Operations to ensure accuracy of all major process flows. Own the governance forum with BGE Exec management team, providing updates on the portfolio of continuous improvement initiatives and the benefits derived

About You

Lean Six sigma experience necessary, preferably with qualification. Senior level Manager with experience in driving operational improvements across processes, quality & systems. Ability to work with senior internal stakeholders and build confidence with decision makers Strong people leadership with evidence of driving cross-functional collaborative efforts to improve business performance Ability to drive/lead change initiatives and promote innovation both within organisation and also with third party suppliers and service providers. Comfortable working with both internal and external multi-disciplinary teams – including technical/IT, Financial and Legal. Prepared to champion change across the organisation with ability to influence key stakeholders in the pursuit of customer experience or operational improvements

In return, you’ll receive a competitive salary, generous annual leave allowance, and a host of other benefits, including volunteering days with our charity partner, Focus Ireland. You’ll also enjoy our friendly and collaborative culture, flexible ways of working, and you’ll be making a key contribution to Bord Gáis Energy’s commitment to environmental sustainability.

Climate change is one of the greatest challenges facing society and the energy sector has a key role to play in helping the world transition to net zero. As one of Ireland’s leading energy and services companies, we’re on a journey of transformation; to accelerate our positive impact and bring our customers on this journey with us. As we look to the future we're transforming our energy supply, services and solutions in order to become a leading net zero business in Ireland by 2045 and to help our customers reach net zero by 2050. Our ambition is to use our services, footprint and propositions to better both people and planet

Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, REACH (Race, Ethnicity, & Cultural Heritage) network, Neurodiversity network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives. 

Our Flexible First working model empowers our people to find a better balance between home and office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for our customers, our business and you. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day. 

Here in Bord Gáis Energy we’re helping to create a more sustainable and inclusive future that supports our communities, our planet – and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland. 

Our Values

care | delivery | collaboration | agility | courage

The closing date for applications are 13th of June 2024

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