About the Role:

We are looking for a senior operations leader to anchor and scale our Energy & Utilities vertical, which is one of the most established and strategically important business lines in the company. This role requires a strong operator who can manage day-to-day delivery, strengthen process capability, work closely with retailer and partner ecosystems, and build the foundation to eventually take on broader GM-level ownership of the vertical.

This is not a pure strategy or program management role. It is a hands-on leadership role for someone who understands outsourced operations, large-scale contact center delivery, SOP-driven execution, and performance improvement in regulated, service-heavy environments.

Key Responsibilities:

Vertical Operations Leadership:

- Lead end-to-end operations for the Energy & Utilities vertical, ensuring service delivery excellence across teams and workflows

- Drive operational performance across productivity, quality, turnaround times, customer outcomes, and partner commitments

- Work closely with the Contact Center GM and leadership team to strengthen operating capability and delivery reliability

Process Excellence & Capability Building:

- Design, improve, and institutionalize SOPs, operating playbooks, governance mechanisms, and escalation frameworks

- Build stronger execution discipline across service delivery, workforce planning, quality, and reporting

- Identify operational gaps and implement scalable fixes to improve performance and consistency

Partner / Retailer / Stakeholder Management:

- Manage relationships with external retailers, partners, and internal stakeholders to ensure smooth delivery and alignment

- Participate in commercial and operational discussions with partners where required

- Act as a reliable bridge between client/account expectations and execution teams

Team Leadership:

- Lead a layered operations structure comprising managers, team leads, and frontline teams

- Coach and develop the team to improve capability, ownership, and readiness for scale

- Build a strong performance culture focused on accountability, customer outcomes, and process rigor

Business & Financial Ownership:

- Track and improve key business metrics including productivity, service levels, operational efficiency, and margin performance

- Demonstrate understanding of gross margin, cost levers, and P&L implications in an outsourced delivery model

- Support leadership in making data-backed operational and commercial decisions

Strategic Growth Readiness:

- Help strengthen the Energy vertical to support long-term business growth

- Build the maturity required for the function to eventually transition into broader vertical leadership under a future GM model

Ideal Candidate Profile:

- 8-15 years of experience in BPO / contact center / outsourced operations

- Strong experience managing large-scale service delivery operations

- Exposure to Energy / Utilities programs is strongly preferred

- Experience handling Australian Energy / Utilities accounts will be highly preferred

- Proven experience managing layered teams including Operations Managers / Assistant Managers / Team Leads

- Strong capability in SOP design, QA/governance, escalation handling, and process improvement

- Comfortable with partner/retailer/stakeholder management

- Strong understanding of operational metrics, gross margin, and business performance levers

- Able to combine hands-on execution with leadership maturity and long-term ownership

Preferred Backgrounds:

We would especially like to hear from candidates who have worked with:

- Australian energy/utilities outsourced programs

- Large BPO / BPM/contact center firms

- Third-party service providers managing utility or broadband/telco accounts

- Regulated, SLA-driven customer operations environments

What Success Looks Like:

- Stronger operational stability and capability within the Energy vertical

- Improved process discipline, SOP adherence, and team effectiveness

- Better retailer/partner coordination and issue resolution

- Improved business performance across service delivery and margin levers

- A clear succession path toward broader vertical leadership

Why This Role Matters:

The Energy vertical is one of the most important and established parts of the business. This role is critical not just for current execution, but for building the next layer of leadership in the function.