Exceptions lead

Salary: 
 £35000 -  £46000 per annum
Closing date: 
Friday, January 25, 2019 - 18:00
Employer: 
Thames Water
Type: 
Permanent

What is the purpose of the role?

This is an exciting career opportunity to join the Spring programme and be part of the team who go live with the first customers in the new billing system. We are looking for a motivated and hardworking, individual who can monitor reports and identify issues to deliver success for our customers and business stakeholders. The Spring programme will enable and empower our people, giving them smarter tools that get us closer to our customers. Spring will deliver a best-in-class billing system (SAP) and leading edge customer relationship management (CRM) system (C4C). Central to the success of the programme will be a rigorous, controlled and brilliantly managed deployment of the new systems and processes into operational delivery.

What makes this role unique?

This role is a critical role within the largest SAP and CRM implementation programme in the UK water industry. The role provides the opportunity to play a central role in this ground breaking programme.

What will this role involve?

We require an experienced Operational Process & Controls (including Exceptions Lead) who will be responsible for:

Monitoring Journey Control reports to identify where there are potential problem areas where accounts are getting blocked in key processes (e.g. Move Home, Create Bill).

Using this insight to direct the investigations of dedicated analyst/SMEs, to look into the subsets of accounts to identify the cause of the issues/blocks.

Monitoring exceptions reporting out of BDEX to identify where raise rates (BPEM case creations) are higher than the forecast rates of internal model, or where internal SLAs for closing BPEMs are not being met.

Intellectual owner of how exceptions map onto key process areas – understanding how and why exceptions are generated in relation to one another on a customer journey.

Uses this insight to be able to identify and strategically re-direct Back Office focus onto key set of root cause exceptions such as Implausible Read (D009) if volumes begin to escalate.

Focused on customer outcomes and the impacts of system performance on this experience, either through quality or timing of the customer response.

Continuous improvement delivery - generating suggestions where the exception validation could be amended to drive a better customer output along with desired business needs.

What are we looking for?

We require a resource that has experience with analysing and managing SAP Exceptions. Extensive root cause analysis experience and also has experience of managing a team of analysts/SMEs. In-depth utilities industry and process knowledge and have previously work on large SAP CRM and Billing projects. Strong stakeholder management and experience preparing for formal programme quality gates.

Thames Water information and salary details

The role is based in our offices in Swindon offering a salary of up to  £46,000 dependant on experience. On top of our competitive salary package, you will also receive a competitive bonus, car allowance, private healthcare and an industry leading pension sch eme. We also offer 2 paid volunteering days per year.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of ne w skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 25/01/2019.

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