Job Details

Head of Customer - Risk & Governance

Swindon, Swindon, United Kingdom, Permanent

Posted: 20days ago


About the role

This role will be a leader in Credit and Collections, enabling evolution and transformation. Responsible for customer journeys, process improvement and creation of a framework for risk and control within the credit and collections function at Thames water. They will create and lead a robust customer and risk function with a strong customer outcome and continuous improvement focus.

Key areas of accountability will include:

Ability to lead the thinking within the customer, risk and governance business unit, to agree and deliver priorities for continuous change, risk mitigation, quality assurance and control and governance

Ownership, development and implementation of improvement, risk mitigation and control and quality assurance for the credit risk and collections operations.
Monitoring the compliance and embedding of any improvements required
Defining, monitoring and managing the quality assurance approach and continuous improvement
Ensuring sustainable customer journeys are in place that assure consistent fair customer outcomes and enable business efficiency
Delivering efficacy within journeys and supporting greater customer self-serve resolution
Provide expert input and guidance for campaigns, new initiatives, and systems changes / implementation from an operational or credit risk perspective
Delivery of committed benefits associated with credit strategy changes.

Leading the thinking for Collections on the development and priorities as we build out our customer journeys
Working collaboratively with a wide number of stakeholders ensuring prioritisation and delivery of materially impacting projects within the collection's lifecycle
Support the P&L commitments though business change
Responsible for business readiness that enables benefit realisation
Ownership of the collection risk and control self-assessment and the prioritisation and mitigation of actions with the full support of operations
Accountable for local risk and control reporting, understanding and improvement
To be successful within this role you may have the following skills and experience:

In-depth knowledge of customer journey management and continuous improvement in an agile environment
Success in a senior change management role within a complex organisation environment
Embedding sustainable customer-focused change initiatives
Creating risk frameworks, culture and mechanisms
Proven SQL/SAS experience
Results orientated with focus on customer outcomes, mitigation of credit losses and benefit realisation
Influential communicator with ability to build strong relationships with stakeholders across technical, operational and project teams
Experience of managing contacts and 3rd parties to ensure delivery of commercial and customer outcomes
Experience of budget, forecasting management, P&L management and accountability
What's in it for you!

This is a new role and an exciting opportunity; you will be empowered to build and create an impactful team for both our customers and Thames. The successful person will need to be comfortable working cross functionally and be able to collaborate and influence a wide number of stakeholders both internally and externally. This is a broad and impactful role and needs someone who can think and lead strategically and is comfortable leading transformation.

Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also have a referral scheme, where you can receive £750 for helping someone get a permanent position within the company.

We're proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

Click here to find out more about working at Thames Water

About us:

Thames Water is the UK's largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That's why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We're passionate about providing world-class tap water, now and for the future.

We're also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We're reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We're using our voice to lobby for change and partnering with WaterAid to provide clean water to the world's poorest communities.

Together, we're building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you'll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We're also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy

Job Details

Swindon, Swindon, United Kingdom