Bord Gáis Energy is seeking to hire an experienced and solutions-focused Head of Operations to join our Energy Services team in Cork.
The Head of Operations will own the end-to-end performance of the Operations function across Field Services, Quality Assurance, Scheduling, Customer Operations, Customer Escalations, Grants Processing and Stock & Warehousing
This is a hands-on leadership role requiring strong people management and problem-solving skills. The successful candidate will ensure operational teams work effectively together, KPIs are achieved, forecasting and resource planning are accurate and actioned, customers receive a consistent high-quality service, and Health & Safety remains central to all operational activity, working closely with our EHS team.
The Head of Operations will work closely with Sales, Project Management, Technical, Finance, Company Directors and Health and Safety to ensure projects progress efficiently and safely from sale through to completion and post installation support.
Purpose of the Role
Lead the Operations function, ensuring each operational area performs effectively in its own right while ensuring all teams work together as one coordinated Operations function.
The Head of Operations is responsible for ensuring operational KPIs are achieved, resources and capacity are effectively planned and sold projects progress efficiently from sale through to completed installation with structured ongoing customer support.
The role is accountable for people performance, installation delivery, planning and forecasting, customer experience, operational efficiency, quality and safety.
Key Responsibilities
1. Lead & Manage Operations
- Lead Field Services, Quality Assurance, Scheduling, Customer Operations, Escalations, Grants and Stock & Warehousing.
- Ensure each operational area performs effectively against its own objectives and KPIs.
- Ensure all teams work effectively together as one Operations function.
- Set clear responsibilities, expectations and accountability across the function.
- Manage, coach and develop team managers.
- Identify and address any areas of underperformance
2. Deliver Operational Targets & Capacity
- Ensure installation and completion targets are achieved in line with set KPIS.
- Forecast installation demand and ensure labour, scheduling and stock capacity are aligned with expected volumes.
- Identify future capacity gaps and implement mitigation plans.
- Maintain control of WIP and ensure incomplete installations are progressed quickly.
3. Own Customer Performance
- Ensure customers receive timely communication and responses throughout their journey.
- Ensure complaints and escalations are resolved effectively and within agreed timelines & KPI’s
- Accountability for maintaining and improving customer NPS, customer reviews & customer satisfaction.
- Identify recurring customer issues, understand their root causes and implement corrective actions.
4. Own KPIs & Operational Performance
- Implement & maintain clear KPIs across all areas of Operations.
- Monitor performance and identify issues or underperformance and implement corrective measures.
- Understand root causes and implement corrective actions.
- Remain hands-on and intervene directly where senior management involvement is required.
- Provide clear reporting to the Director on performance, risks, forecasts and actions.
5. Quality, Health & Safety & Continuous Improvement
- Ensure installations are delivered safely, correctly and to the required quality standards.
- Take ownership of Health & Safety performance across Operations, working closely with the EHS Manager.
- Ensure teams understand and follow required Health & Safety procedures and standards.
- Identify and address safety risks, incidents and areas of non-compliance.
- Ensure grants, certification and project close-out are completed efficiently.
- Continuously improve operational processes, systems and ways of working.
- Build a scalable Operations function capable of supporting business growth.
Experience: 10+ Years in Operations Management
Experience:
- Operations Management : 10 years (preferred)
Work Location: In person
