Director of Credit Risk, Customer Receipts and Vulnerability

Role OVO-View

Location: Hub Worker

But you have the flexibility to work wherever suits you best

Team: Customer Ops & Balances

Experience: Expert

Working pattern: Full-Time

Reporting to: VP of Customer Ops & Balances

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen.

This role in a nutshell:

The Director of Credit Risk, Customer Receipts and Vulnerability will lead a team of technical and operational specialists, and work closely with OVO’s senior Retail leaders to ensure the timely collection of revenue (circa. £5.5bn 2024) through effective and efficient cash and revenue strategies, reducing the annual bad debt charge from 2.4% to circa 1% of revenue. Supporting our customers is at the heart of everything we do and as we know energy can be expensive, so you will also be behind delivering industry leading support for our vulnerable customers to help them break the debt cycle.

What will I be doing?

You'll be leading the Credit Risk and Collections team, making sure OVO gets paid on time while also making sure those customers that need support have the right options to support them when they really need it!.

As Director of Credit Risk & Customer Receipts, Collections, you will be:

• Leading a multi-functional area, with over circa 200 people onshore and an extended team of approx 140 offshore.
• Influencing strategy at an enterprise wide level - the role will require a wide range of financial, technical and operational expertise, leading multi functional teams and working with our technology teams to deliver the capabilities our customers need.
• Defining the strategic direction for Credit Risk, Vulnerability & Collections in line with company goals, translating high level strategy into actionable plans and priorities
• Leading the team who is accountable for effective revenue collection which includes cash, debt collection, and ultimately bad debt write off. The team is required to execute strategies and effective operational performance resulting in an industry leading bad debt charge of circa 1%.
• Leading a team of Operations leads (including outsourced and offshore ops), data-driven strategy development and adherence, quality and performance adherence, credit risk and fraud specialists , credit management and collections specialists, third party contract management specialists
• Making sure OVO's cash flow is healthy - accountable for the cash flow strategy, credit risk strategy, and collections strategy, which spans all areas of the Retail operation e.g. policy decisions regarding cash management at portfolio level, customer acquisition strategy and ‘in life’ customer management to ensure timely and efficient revenue collection.
• You will be part of the COO leadership team and work closely with other functional leaders in the operation team, bringing energy, collaboration and great ideas to drive the function.
• Attract, retain, develop and engage top talent to build future leadership capability
• Shape and lead change, driving value creation via POD and Scale teams, leading continuous improvement and efficiency initiatives as well as large scale transformation
• Anticipating market and Industry trends to ensure strategic, forward looking positioning of department and wider COB function
• Accountable for risk mitigation plans and wider regulatory oversight for Credit Risk & Collections areas, including internal and external audit and regulatory relationships
• Working closely with the Regulation and Compliance Teams to ensure all relevant risks are identified, shared and tracked

You’ll be successful in this role here at OVO if you…

• Enterprise mindset- Operate with a Company & Customer first mindset, even when it challenges functional priorities
• Industry Experience: In depth experience in the Energy Industry and in delivering transformational change
• Strategic Thinking: Capability to develop and implement strategies for consolidating resources, reducing costs, and improving overall efficiency, in alignment with company goals
• Collaboration: Strong interpersonal skills to work effectively with across all business areas
• Problem-Solving Abilities: Able to identify issues, propose solutions, and implement changes to improve performance and cost-effectiveness.
• Communication Skills: Clear and effective communication to present insights, recommendations, and strategies to various stakeholders.
• Attention to Detail: Keen eye for detail to ensure accurate tracking of performance activity and budget management.
• Adaptability: Flexibility to adjust strategies and approaches based on changing organisational needs.

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.