Operations Business Analyst
Job Description
Department: Operations
Reports To: Senior Operations Manager
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 4
SUMMARY
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role as agreed with your line manager.
POSITION RESPONSIBILITES
The Operations Team at ESG provides an expert, highly efficient back-office operation on behalf of Suppliers and Metering agents. The provision of the Managed Service allows our customers to focus on growing their business, acquiring and serving their customers whilst ESG focuses on managing the back-office complexity & highly regulated landscape of the energy industry.
The Operations Business Analyst role has responsibility and accountability for supporting all elements of operational delivery, working closely with the product teams on software improvements, program teams on industry change and customers it delivers new initiatives. The successful applicant will have an in-depth knowledge of the Electricity and Gas markets, and will initially take a key role in supporting and delivering our Market Wide Half Hourly Program working across operations.
You will be required to interface with clients and various departments across ESG to support the successful delivery of our services including Projects, Account Management, Product Engineering and Sales teams.
Driving Operational Delivery and Results:
- To work across the Retail Energy teams to regularly review the team’s activities and ensure the most effective and cost-efficient approach is used to provide customer service and meet contractual obligations
- To assist Retail Energy to provide an efficient and flexible response to industry issues, to maintain levels of service delivery and client satisfaction
- Support the achievement of SLA and service delivery through identifying product enhancements, automation opportunities, and process improvements.
- Identify, design and develop new Service Opportunities
- Provide operational advice, guidance and consultancy to teams internally and to ESG clients
- To improve operations, resulting in best practice implementation and increased operational efficiency
- Representing Retail Energy in operational workshops and new product development
- Assist the business in respect of contract renewals by ensuring all activities are visible with an associated value
- Management and delivery of additional work requests, driven by the customer or internally. Ensuring the most efficient operational delivery through people, process and technology
- Identify and own service delivery improvements within Retail Energy and across the ESG portfolio
- Developing and deploying technology-based tools for data analysis, issue resolution and delivery.
- Problems resolved with minimum or no disruption to service
Managing Self:
- Manage own performance with regular One-to-One with your line manager.
- Prepare achievements against key deliverables to communicate internally and externally, showing increasing value in the service
- Effectively manage conflicting priorities
- Employ excellent personal organisation skills
Developing People & Knowledge:
- Coaching individuals through 1-2-1 /workshops to maximise industry knowledge
- Work with all SMEs in respect of knowledge exchange, automation opportunities and process improvements
- Work with engineering, product owners and product line managers to drive improvements
- Enhance Industry relationships with Manager introductions to key external industry stakeholders
The Operations Business Analyst will maintain and expand their industry knowledge ensuring it remains consistent with the latest industry baseline and cognisant of forthcoming industry change. It is envisaged that this role will be split between Retail Energy and Customer/Project driven activity and is recognised as an ESG product and industry expert.
ABOUT YOU
- An excellent problem solver, with the ability to work across ESG teams to deliver for the operation and the customer.
- Respond efficiently and flexibly to Retail Energy contract issues, identifying solutions and improvements.
- Create positive relationships with both internal and external stakeholders through the appropriate management of their expectations.
- Flexible approach to work activities, willing to step in where required
- Customer focused; Passionate about customer care and quality of service delivery
- Technically proficient
- Calm under pressure
- Conscientious with a strong sense of pride and accountability
- Excellent written & verbal communications
- Excellent interpersonal and team working capabilities
- Minimum 4 years Utilities/Energy experience essential
- Business and Commercial Awareness
- Customer Focus
- Knowledge of ESG applications, SQL and/or Automation tools is desirable
Able to demonstrate ESGs key values of
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
ISO AWARENESS
- Follow IMS Policies
- Reporting of Incidents
- ISO Responsibilities
- ISO Staff Awareness
*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/ *
