About the role:
Following on from a successful first year in Customer Services with RPA, we are in the process of defining our automation journey, this includes experimenting with new tools such as Process Mining, Powers Apps and Attended Automation.
As Automation Manager you will drive improvements ensuring we can improve our customer experience and reduce our costs in line with our AMP 7 commitments. You will lead the cross functional Customer Services Automation Agile team and its Product Owner and work with operational stakeholders to facilitate and create a strategic direction and leadership of Automation strategy within Customer Services. This includes translating the wider goals and vision of digital and customer experience strategies into specific service and team objectives while identifying opportunities for continuous improvement and to make the best use of available and future technologies.
Responsibilities include:
- Delivery of automated processes in line with service outcomes and to meet and exceed business targets across multiple business journeys
- Prioritising, planning and communicating of all improvements / automations
- Ensuring that relevant governance and collateral is completed to a high standard, including the completion and sign off on business cases for all deliveries
- Accountable for the direction of the automation team, including ensuring the safe delivery of automated solutions and operational day to day activity
- Ensure controls are in place for all robotics, including capacity planning and debugging
- Coaching, development and support the team to continuously improve output and quality and create clear succession plan at all levels
- Developing strong relationships and practices across the business and at multiple levels
- Increase awareness and understanding of automation tools and technologies within your direct team, Process Excellence and the wider business
To be successful in this role you will have the following skills and experience:
- Proven track record of benefit delivery within a contact centre or back office environment, this should include FTE OPEx reduction, throughput yield, timeliness and accuracy improvements.
- Previous leadership of cross functional and matrix managed teams and of operating in challenging environments
- Project Management, including planning, benefit / business case creation and impact tracking.
- Experience of working in an Agile environment, ideally as Product Owner or Scrum Master.
- Track record of delivering robotic process automation and deploying automated solutions
- Experience of budget and forecasting management and P&L management and accountability.
- Proven experience of working and collaborating in a senior leadership role to drive the customer, business and people agendas.
What’s in it for you?
This is a great opportunity for you to take responsibility of a growing team - and matrix manage teams across with process and digital expertise both within Thames Water and 3rd party suppliers – to ensure the delivery of the right customer experience and improving the straight through processing of customer journeys.
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.