Trustpower Position Description

Job Title: General Manager - Customer Operations Reports To: Chief Executive Direct Reports: TBC Indirect Reports: TBC Function: Position Code: Band: Location: Tauranga Date Reviewed: July 2016

Purpose Statement The role of the General Manager Customer Operations is responsible for ensuring that Trustpower delivers a best in class customer experience at the lowest cost, while ensuring the efficient, timely, accurate and lowest cost management of Trustpower’s data to cash processes for all products. Trustpower’s multi-utility strategy creates increasing complexity in process and service, and the customer experience must be managed holistically.

The GM Customer Operations (GMCO) will:

 Drive our success as a multi-utility provider by providing a superb customer experience across all products and services in a manner that creates and maintains customer loyalty.  Proactively support the company’s multi-utility sales and marketing goals, ensuring that every customer touch point is treated as a sales opportunity and that the appropriate strategy, systems and expertise are in place to ensure that these opportunities are capitalized on.  Lead the development and implementation of new operational processes and systems that support Trustpower’s strategic market goals and customer propositions at the lowest cost  Develop and provide the vision that will ensure that Trustpower has future focused customer service and operations. The GMCO will lead the underlying strategy and implementation of such operations, including omni-channel service, automated processes and customer self- service.  Ensure that energy meter data is collected and processed in the lowest cost manner, while ensuring maximum value is extracted from Trustpower’s own meter assets  Position the business from a systems, procedures and process perspective to receive and strategically leverage accurate and timely advanced metering data  Deliver growth in Trustpower’s new connections business and manage the accurate, efficient and timely establishment of installations that support this  Deliver continuous improvement across all data to cash and service processes that results in improved efficiency, reduced cost and improved customer experience  Ensure compliance with regulatory and legal obligations across data to cash and service processes This is a senior role within the organisation and requires a high level of strategic thinking, commercial acumen, relationship management, operations and cost management, understanding of customer requirements and people leadership capability. Key Accountabilities The General Manager Customer Operations role includes: Strategy  Develop and provide the vision that will ensure that Trustpower has future focused customer service and operations. Lead the underlying strategy and implementation of such operations, including omni-channel service, automated processes and customer self-service  Lead the development and implementation of new operational processes and systems that support Trustpower’s strategic market goals and customer propositions at the lowest cost Financial Performance  Reduce data to cash and service costs through continuous improvement  Maximise shareholder value from Trustpower’s meter assets  Manage annual budgeting and planning process, including estimating resource requirements, preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions.  Ensure that data collection, validation, billing and collection processes are optimised for shareholder value and that revenue risks are well managed  Achieve sales targets  Achieve customer retention targets  Manage external relationships with supply chain or outsource providers Customer Experience

 Develop and implement the end to end customer experience strategy and identify goals

 Monitor and report performance against agreed customer experience quality metrics. Identify and execute corrective actions

 Monitor and report performance against agreed customer experience efficiency and cost metrics. Identify and execute corrective actions

 Plan, manage and coordinate the activities of the customer experience teams to ensure that customer experience quality, efficiency and cost goals are met on an ongoing basis

 Prepare weekly and month performance reports by collecting, analyzing, and summarizing data and trends Process Improvement  Continuously identify and document significant impediments to achieving end to end customer experience quality, efficiency and cost goals  Document appropriate process improvement initiatives and lead, in collaboration with Business Solutions, business process and system improvements to address impediments Team Work  Develop, manage and foster highly effective multi-functional teams with a customer driven team culture.  Manage staff development for team, objectives, and professional development plans  Provide an open communication channel for all staff members, ensuring an environment of approachability and timely resolution of issues.  Contribute constructively and positively to Trustpower’s key strategic objectives.  Work closely with the GMM and GM BS&T in order to ensure strong alignment of market and operational strategies and deployment Risk Management  Oversee audit functions and processes, ensuring ISO/CIC/EA audit compliance is maintained as required  Work across the Operations division, and with other operational functions as appropriate, to manage and minimise revenue risks.  Drive a culture which support a safe work environment for self and others and ensure effective controls in high risk areas  Support Business Contingency and Disaster Recovery Plans.

Generic Leadership Competencies for Executive Positions

 Clear communicator with the capability to provide clarity in an increasingly complex and competitive environment where certainty no longer exists.  Demonstrate a high competence in cross divisional collaboration. Our leaders recognise that the best outcomes for external customers or stakeholders are achieved with a process focused and non-divisional approach.  Comfortable with ambiguity and innovation. Authorising people to experiment and learn from their experiences is a key attribute.  Demonstrate a high degree of emotional intelligence and self-awareness. Our leaders are in touch with their strengths and weaknesses and use these to build trust with others.

Knowledge, Skills, and Experience

Success Criterion Description  Understands commercial business and processes and the link between Trustpower strategy and business strategy.  Comprehensive knowledge of end to end data to cash and service processes. Technical skills  Comprehensive understanding of industry rules, obligations, certifications and quality standards.  Strong analytical/evaluation/problem solving abilities, along with well- developed numeracy skills.  Demonstrable ability in cross functional leadership and peer leadership Leadership  Advanced communication, negotiation and influencing skills  Proven ability to develop talent within teams

 Ability to build and maintain strong working relationships with internal Relationship and external customers and third party vendors. Management  Strong understanding of customer requirements.

Commercial  Strong financial management and commercial acumen. Acumen

Change  Effectively copes with and manages change, using ingenuity in dealing Management with ambiguous situations, and guides others to cope effectively.

Strategic Agility  Proven strategic business perspective.

 A relevant tertiary level qualification in Business Management, Commerce, Engineering, or Computer Science or equivalent is desirable Other  Project management skills.  Strong alignment with Trustpower’s Values and DNA.

Working Relationships

 Trustpower Senior Leadership Team, and Board. Especially GM Markets and GM Business Solutions and Technology Internal  Regulatory Coordination Group  Trustpower Staff  Key Vendors and support partners and contractors  Electricity Authority and Industry Working Groups  Customers External  Electricity Retailers  Network Companies  Government Agencies

Authorities As per Delegated Authorities Policy