Operational Support Manager (OSM) Customer & Code Management London

We have an exciting opportunity for an Operational Support Manager (OSM) (Grade 9) to join the Assurance team on a permanent basis.

Team Overview:
The Operational Support Managers (OSMs) are part of the Assurance team at Elexon, which sits within the Customer and Code Management Directorate within Elexon that operates the more customer-focussed operational processes of the multiparty contractual framework that is the Balancing and Settlement Code (BSC). Elexon manages its obligations and work via six Products, which matrix resource into its projects, as needed from supporting teams and other Products.

The role of our Operational Support Managers (OSMs) is to act as the primary point of contact for our customers, offering dedicated, high quality customer support and guidance on the Balancing and Settlement Code (BSC) arrangements. The team is accountable for end-to-end customer experience and is responsible for the first point of contact through day-to-day interaction with SVA customers through the Operational Support Managers (OSMs).

Job Purpose:
The team of Operational Support Managers (OSMs) provide a tailored operational support service, acting as the primary point of contact for our customers, similar to account managers. Each Operational Support Manager (OSM) is assigned to support a specific group of customers, including Suppliers, Supplier Agents, and DNOs who are signatories to the BSC. The OSM's role is to ensure our customers are well supported in understanding and fulfilling their obligations under the BSC, offering guidance on processes, regular updates, and reporting.

The OSM role is a varied one, requiring elements of account management, operational support, guidance and education. You will monitor performance to identify any process or performance failures at an early stage and request and monitor rectification plans to address any issues, while collaborating with the wider Assurance Teams to protect and ensure the accuracy of Settlement. You will also be responsible for enhancing our relationship with our customers through regular catch-ups and keeping them informed of any relevant industry developments.

You will represent the views and opinions of our customers during internal project work or other pieces of work, identifying the potential impacts on customers, the communication needed, and suggest ways to inform them of updates to their own processes or systems.

Key Responsibilities:

• Provide expert advice on the BSC arrangements to our customers, including key processes and BSC Systems.
• Build and maintain strong working relationships with Elexon's customers.
• Maintain appropriate records on performance and processes for your customers.
• Identify and implement improvements relating to the OSM service.
• Provide subject matter expertise and support to BSC Parties on Performance with Elexon's expert groups, Panel Committees, and their Chairs.
• Ensure that working practices are documented and guidance notes are kept up to date and correct.
• Proactively build the reputation of the OSM service, both internally and externally, through tools such as customer engagement meetings, training sessions and seminars, Newscast and the Elexon website.
• Communicate and agree with customers appropriate service expectations, in line with the Customer Charter.
• Identify impacts on customers' processes or systems from BSC change, project work or other key work streams and suggest appropriate methods of communicating important information to customers in a timely manner.
• Help train and develop other members of the team and Customer Operations in areas of expertise or experience.
• Support other teams and colleagues within Elexon through providing information, data and insights on customers.

Capabilities and Competencies:
Critical:

• Excellent communication skills (verbal and nonverbal, including written).
• Ability to explain complex information in a clear, simple and concise manner.
• Proficient in delivering presentations in a formal environment.
• Proficient in Microsoft Office (especially Word, Excel and PowerPoint).
• Proactive and willing to contribute to projects and team activities.
• Flexible and able to manage a busy and varied workload while maintaining quality of work.
• Self-motivated and willing to take ownership of the planning and execution of tasks, with the flexibility to adapt to shifting priorities, demands and timelines.
• Expert in various interpersonal techniques and communication skills required to handle customer situations e.g. facilitation, influencing and persuasion.
• Able to engage with and proactively build positive relationships with customers of all seniority, both internally and externally.
• Able to understand and accommodate the needs, requirements and priorities of customers and deliver excellent customer service.

Developmental / Desirable:

• Knowledge of the GB electricity market arrangements, particularly the Supplier Volume Allocation arrangements, systems and processes.
• Detailed knowledge of the OSM service.
• Detailed knowledge of the Market Entry, Exit and Qualification processes.
• Knowledge of the roles and responsibilities within the BSC governance structure.
• Awareness of changes occurring within the GB electricity market and the potential impact that these changes may have on Elexon and our stakeholders.
• Expert knowledge of the roles and responsibilities of BSC Agents, BSC Parties and their agents.
• Ability to understand performance monitoring data available to Elexon.
• Knowledge of Performance Assurance Techniques within the BSC Performance and the Assurance Framework.

Elexon Career Path / Potential Next Role(s):

• OSM Manager
• Assurance team

In Return, Elexon Provides:

• £47,900
• 28 days annual holiday + Bank Holidays.
• Discretionary annual incentive scheme.
• Life assurance.
• Pension.
• Private medical (Bupa).
• Private dental (Bupa).

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

• Hybrid working - 2 days per week at our London office.
• BUPA health check.
• Employee Assistance Programme.
• Eye care voucher scheme.
• Subsidised gym membership.
• Cycle to Work Scheme.
• Buying & selling holiday scheme.
• Computing scheme.
• Corporate Social Responsibility (CSR) days.
• Season ticket loan.

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity.
• Attract and retain diverse talent.
• Listen to all voices.
• Be representative of the communities we work in.
• Be a role model for Diversity and Inclusion in the industry.

Elexon together, embracing differences, listening to all voices.