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OPERATIONAL IMPROVEMENT and CHANGE MANAGER Operations REF: NP0015 OPERATIONAL IMPROVEMENT AND CHANGE MANAGER Operations - Customer Operations – Operational Improvement INFORMATION FOR APPLICANTS REF: NP0015 OPERATIONAL IMPROVEMENT AND CHANGE MANAGER Dear Candidate, npower is delighted that you have expressed an interest in our positions based around Business Change. We seek to build upon our successes as a major innovator in our market place giving our customers new products and services. Our vision is to Turn our Customers into Fans driven by Growth through energy usage, Growth through energy services, Service Excellence and Differentiation through people. It is through our ‘Differentiation through People’ that we are seeking further Business Project professionals to join us on our exciting journey ahead. npower is the retail business of RWE npower and is one of the fastest growing, largest suppliers of electricity and gas in the UK. With over 6 million residential consumers and business customers such as Sainsburys and Boots we are well placed to become the customer's first choice for their energy needs through competitive pricing, innovative products and excellent levels of service. npower is consistently one of the UK's top three suppliers of gas and electricity. A company success story that we are inviting you to join! You will be guaranteed to have challenges that are many and varied: Defining roadmaps for business needs, managing portfolios or individual business change projects, contributing to strategy, bringing change expertise, managing internal and external stakeholders. As a member of our team, you will help define the shape, develop and manage development of future business needs. You will help to become part of our evolving organisation to one that is becoming even more adapted to managing change. You will be key in involving additional teams in the planning and be a voice to communicate direction that generates excitement and ensures commitment. You will be a voice that will be listened to. This is a fantastic opportunity to work with a challenger company that is seeking not to stand still but to expand much further, you are invited to become part of the journey that will see and indeed create, exciting change over the years ahead! Linda Williams Susan Luke Service Development Manager Programme Services Manager Data Services Residential Change Team Sarah Miles Paul Duesbury Service Development & Change Manager Data Assurance Manager Meter Plus Data Services Mike Gilpin Operational Improvement Manager, Customer Operations REF: NP0015 About npower We are the retail arm of RWE npower, a leading integrated UK energy supplier, part of the RWE Group. RWE npower operates and manages flexible, low-cost coal, oil and gas-fired power stations and are developing innovative energy-related technologies. RWE Power International offer specialist services covering every aspect of owning and operating a power plant, from construction, commissioning, operations and maintenance to eventual decommissioning. We are one of the UK's largest energy suppliers, serving residential consumers and business customers. Company facts npower at a glance npower is one of the UK's top three energy suppliers and draws on 50 years experience in supplying electricity and gas. npower offers a range of essential home and business services including conveyancing, to around 6 million customers across the UK. History The npower business was formally created in October 1999 and launched in April 2000. It combines the former electricity and gas supply businesses of MEB, Calortex, MEB Powerline, National Power Energy Direct and Independent Energy, Yorkshire Electricity and Northern Electric and Gas. npower is part of a larger European group called RWE. RWE Group With 86,000 employees and annual net sales exceeding €42 billion, RWE ranks among Europe's largest industrial corporations. In implementing our multi-utility strategy, we concentrate on our four core businesses in the fields of electricity, gas, water and environmental services. We are one of the leading players in these industries in Germany, Great Britain, central Eastern Europe and the USA. Moreover, our activities give us a portfolio that enables stability just as much as it does growth. More than 20 million customers have opted for electricity and gas from RWE. Over 16 million households utilise our waste-disposal services. We also supply 70 million people worldwide with drinking water and waste water services. Headcount, Head Offices and Management npower employs around 8,500 people. The head office and residential teams are based in Oak House at Junction 6 of the M5 near Worcester. The vast majority of Retail and metering projects operate out of our Leeds based offices. In addition to Worcester and Leeds, there are additional offices throughout the UK. Responsibility and obligations As a major energy business, npower is active in the community and on national issues like energy efficiency and fuel poverty: REF: NP0015 The recruitment opportunities are focused around the following business areas: Data Services: providing the coordination and management of metering information. Due to the pivotal role Data Services provides within npower it includes: • Service Development - a core function that is responsible to drive and shape change initiatives across Data Services and associated functions. We drive the construction and make up of business change road maps spanning the next 2- 5 years and ultimately manage the initiatives to achieve our goals. We are made up of skilled Business Project professionals focusing on identifying change, managing multiple stakeholder needs and bringing our expertise to formulate, support and complete multiple projects and programmes of change. • Data Assurance - Data is rightly seen as a critical asset within npower Retail. Data Assurance determines the effective management of data across a wide spectrum of processes. We are tasked to deliver best practice in data management, developing Retail wide data improvement initiatives; leading adoption of standards and techniques; looking across change initiatives spanning many functions to determine further opportunities to maximise our data value. Meter Plus: provides a range of metering services to npower and other utility service providers in the gas, electricity industries. Our main operations are focused in the North of England and the East Midlands. • Meterplus Service development manages all improvements to enhance our service offering including handling more than 18 million meter reading visits and around 600,000 meter installation visits every year. Customer Operations- employs more than 2,000 people in the residential business covering a range of core business activities including processing new customer contracts, registering customers with industry bodies, customer billing, revenue collection and processing of payments. The Operational Improvement team supports the management of these activities through planning, managing and delivering key operational improvement changes and initiatives. The team manages relationships with senior stakeholders in other businesses and functions and employs a range of problem solving, business planning and project management skills across a very dynamic environment. • Residential Change Team is responsible for the governance and delivery of the business change portfolio across npowers' residential division; undertaking the project execution of 'big ticket' projects across npower. There is always a diverse range of projects underway; typically covering new product launches, sales and marketing initiatives, customer service improvements, regulatory changes and business process improvements as well as IT consolidations. REF: NP0015 JOB DESCRIPTION Department: Operations - Customer Operations – Operational Improvement Job Title: Operational Improvement and Change Manager Salary: Competitive Salary Bonus Opportunity: 10% Notice Period: 3 Months Reports to: Operational Development Manager Base Location: Worcester (or agreed other npower site) Job Holder: New Role Date: 8 February 2007 Function of the Department Customer Operations employs more than 2,000 people in the residential business covering a range of core business activities including processing new customer contracts, registering customers with industry bodies, customer billing, revenue collection and processing of payments. The Operational Improvement team supports the management of these activities through planning, managing and delivering key operational improvement changes and initiatives. The team manages relationships with senior stakeholders in other businesses and functions and employs a range of problem solving, business planning and project management skills across a very dynamic environment. Purpose of the Role The main purpose of this role is to plan, manage and deliver operational improvement initiatives and projects across Customer Operations and Service Delivery. This involves identifying, following through and managing opportunities and projects to improve overall service delivery performance that will have a direct impact on business plans up to £10M. The role requires the management and co-ordination of senior stakeholders and managers across the full range of operations and service delivery functions throughout the npower residential business. There will also be a need to analyse and manage operational issues employing a range of problem solving and financial skills and techniques as well as managing Operational Improvement Support Analysts. REF: NP0015
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