Group Operations Leader

Support a large-scale retail service transformation project
- Autonomous leadership role
- Brisbane based

**Working for us**

At Origin we have a strong purpose and values that challenge us to find the answers to the big energy questions. Every person that works with us helps us reach that goal. If you bring good energy to Origin, you'll get it in return. A challenging career. An exciting industry. And the support to grow and explore your potential.

**About Retail X**

Retail X is the strategic partnership with Octopus Energy that we announced in May 2020 Partnership-with-Octopus. Through this partnership, we will empower our people to deliver outstanding customer service and propositions that embrace a smarter, cleaner energy future.

We will do this by adopting the Octopus technology platform, Kraken, and by replicating their customer centric operating model which is built around creating autonomous teams, a culture of customer and employee trust, and puts the energy specialist at the centre of everything they do.

There is great alignment between the Octopus approach and our Origin values and retail strategy. The partnership will enable us to further accelerate the execution of our retail strategy. We are excited to share this unique opportunity where people can contribute to the future of the retail business. The challenge ahead of us is substantial. The opportunity, even bigger. Come be part of something truly transformational.

**About the role**

Working as a Senior Leader in Retail Operations, you'll be at the heart of everything we do - working with customers and leading teams of people. Taking full responsibility for all issues that you and your teams come across, you'll be responsible for delivering end-to-end outrageously good customer experiences and building your teams into high performing and motivated individuals and cross-business supportive team members.

In this role, you will lead multiple teams of energy specialists. Each of your teams will function as your "mini-energy retailers" and your Customer Operations Leads (and you in turn) will have full accountability for the happiness and service of between 50k - 70k customers each team. The individual teams you lead are ultimately responsible for millions in revenue. As customer numbers grow, you will also be responsible for spotting potential and then mentoring possible new leaders so they can step up into a leadership role. Through monitoring team-to-customer-ratios and overall performance, you will recommend when either a team split is required or if the creation of an entirely new team is required.

You will also take domain ownership of business functional areas (e.g., billing, metering, compliance, industry relationships) and are responsible for process ownership, continuous improvement, change and knowledge management and overall excellence and smooth running of that domain. These functional responsibilities may be in addition to leading a family of teams.

You will work to tirelessly to create a culture and environment that your people love. Looking after every aspect of your Customer Operations Leaders welfare at work, motivation, personal development and engagement, you will contribute to building the world's best most efficient team.

**About you**

We're looking for people who can provide outrageously good service, be able to deal with challenging situations and empathise with customers who are facing complex problems. Be able to lead multiple teams of Energy Specialists, at times you'll feel stretched across multiple internal and external issues, you'll bring a principled approach to your leadership style and be able to handle tricky personnel issues and keep the overall team motivated at times when everyone is stretched. You'll need to be confident in prioritisation, set clear expectations and be rigorous on your follow through.

More about you
- Passionate about leading, motivating and developing people
- Passionate about helping customers (without them, we don't exist)
- Passionate about technology (we are a technology business disrupting energy)
- Committed to sustainability (we are all about speeding up the shift to more a sustainable world)
- Open minded, a lateral thinker, flexible and adaptable (we are constantly growing, changing and evolving)
- Be able to make decisions that gets the best for our customers, for our teams and the business
- Bring a growth, continuous learning mindset
- Be approachable and create an inclusive environment

**Origin - Where good change happens**

At Origin, we're powered by people who believe in creating collective change. We're creating more diverse and inclusive workplaces for everyone because the more perspectives we have, in a place where everyone can belong, the better we can tackle our challenges together. We are united, yet unique.

If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.

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