Service Transformation Leader Wanted
About the role:
This pivotal leadership position plays a key role in driving operational excellence and delivering results across all service functions. The ideal candidate will have a strong background in service transformation, customer operations, and managing third-party providers.
Key Responsibilities:
1. Driving Strategic Change with the Operations Director: Support the Operations Director in shaping and executing the long-term service delivery strategy. Lead transformation projects to enhance customer service, operational efficiency, and automation.
2. Develop strategies to optimise resources on an island-wide basis. Ensure service enhancements are standardised across ROI, and NI, considering local regulations. Identify areas where standardised processes, technology, and resources could drive efficiency.
3. Managing Third-Party Relationships & Service Partnerships: Oversee relationships with outsourced service providers, and technology partners. Establish and monitor SLAs (Service Level Agreements) to ensure third-party performance meets business expectations.
4. Identifying Gaps, Inefficiencies & Implementing Solutions: Conduct root cause analysis on operational inefficiencies and implement continuous improvement initiatives. Drive operational cost savings while maintaining high service standards.
5. Enhancing Performance & Service Delivery KPIs: Define, measure, and track service performance metrics to ensure operational efficiency.
6. Regulatory Compliance & Risk Management: Ensure full compliance with industry regulations. Develop risk mitigation strategies for service disruptions, compliance risks, and regulatory changes.
Candidate Profile:
The ideal candidate will bring extensive experience in a senior leadership role within an energy supplier. They will demonstrate expertise in managing complex outsourcing agreements, ensuring high service standards, and compliance. A deep understanding of energy market operations, regulatory requirements, and compliance frameworks is essential.
About Flogas:
Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas throughout the island. Over the years, Flogas has evolved and grown as an Energy business. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
Why work with us?
We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:
* Competitive Salary
* Defined contribution pension scheme
* Heath Insurance
* Staff discounts
* Hybrid work options
* Health and Wellbeing Supports
* Learning and Development
Career Advancement Opportunities:
All our roles are advertised internally, and we encourage internal progression right across the business.
Equality and Diversity:
We are an equal opportunity employer, committed to creating an inclusive environment for all employees.