Service Delivery Manager, Retail Operations

4 weeks ago

Southbank, Australia ENGIE (AUSTRALIA RETAIL) Full time

Requisition ID: 36589- Location: Southbank, AU, 3006- Power the future, together with ENGIE
- Join our ENGIE Retail business
- Hybrid & located at our Freshwater Place offices in Southbank

ENGIE is a global energy player with over 97,000 employees across more than 30 countries. All of our teams’ efforts are unified in support of the transition to a carbon-neutral economy, by providing innovative energy solutions to households, businesses and communities.

Our global ambition, as a pioneer of the renewable energy transition, is to champion carbon-neutral energies and achieve an affordable, reliable net-zero energy system by 2045.
- Zero. You may think it’s nothing, but to us at ENGIEzero is everything_

**The opportunity**:
Our retail energy business is at the forefront of low-carbon products, services and technologies, which help Australian households manage their energy bills and emissions.

Due to an internal move, we have a wonderful opportunity, for a Service Delivery Manager to join our Customer Service team for ENGIE Retail Operations. You will report to the Head of Customer Service, ENGIE Retail.

You will work closely with key stakeholders across the retail business and also with key vendors and bring a strategic mindset. Some knowledge of managing performance of BPO’s within a regulated industry, couple with your proactive outlook on business will set you up for success in this wonderful landing point with a global leader in the energy transition.

Responsibilities will include:
The role’s primary responsibility is to ensure that the day-to-day performance objectives are met in line with regulatory and contractual obligations while focusing on system integrity, accuracy and continuous improvement of process and procedures to reduce cost to serve and improve customer experience.
- Creating, developing and managing the provider’s performance KPIs in line with commercial agreements
- Strong vendor relationship management, with a focus on achieving operational performance against KPI’s all whilst operating in a highly regulated environment
- Functional ownership for customer services area for the business, ensuring that all relevant KPIs are achieved
- Responsibility to oversee the Cost to Serve for this function
- Maintain strong governance on forecasting processes for all functions
- Manage and report on performance of these functions against critical KPI’s, including regulatory reporting requirements
- Work collaboratively with peers across the business to ensure operational and strategic goals are achieved.

About you:

- Several years’ experience relevant to the requirements of the role
- Six sigma/Lean
- Project management
- Process design and reengineering
- Data management
- Vendor Management - experienced in managing complex services contracts with 3rd party suppliers
- Call Centre/ Back Office Operations Management
- Managed change projects and/or process improvements
- Financial Management

**Next Steps**:
All applicants must have unlimited rights to work in Australia.
- Business Unit: GBU Flexible Gen & Retail- Division: Global B2C Supply - Australia B2C - One Supply- Legal Entity: ENGIE (AUSTRALIA RETAIL)- Contract Type: Permanent- Job Type: Full - Time- Professional Experience: Skilled ( >3 experience

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