Process Manager

Overview

Lead process improvement and change projects for CDS function

Key Responsibilities

• process improvement
• project implementation
• business requirements
• quality reporting
• governance review
• stakeholder collaboration

Tasks

Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team. Manage and conduct the performance management and development processes for direct reports Provide input to business change assessments from a business process perspective Review business critical processes and ensure that processes are adequate and conform to industry standards Prioritise and manage the roll out and implementation of special projects and enhancements within Customer Operations to ensure that Customer Services is embedded in the core of all CDS activity Manage the development of process improvement opportunities, associated initiatives and solutions using principles of process excellence and related tools in accordance with Customer Operations business requirements Work closely with the Connections and Developer Services Manager to affect process optimisation across CDS, Billing Services, Customer Services and Strategy & Capability teams Define and validate business requirements for processes Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives. Provide quality reporting, analysis and audits for developing plans and programs to support continuous quality improvements using applicable tools Develop and maintain a clear understanding of the consistent evolution of the Customer Operations business solutions Reporting to the CDS Senior Services Manager, the Process Manager is responsible for the management, coordination and delivery of core enhancement projects, process improvement reviews and change projects ensuring a clear demonstration of outcomes and benefits for the Connections and Developer Services function within Uisce Éireann , incorporating Uisce Éireann Systems, Uisce Éireann processes, to ensure an improved customer service in a timely fashion. The Connections and Developer Services (CDS) team are responsible for the end to end customer management of all connections to the Uisce Eireann network. They are responsible for managing the vesting/taking in charge processes, including the progression of assessment, modelling, design, inspection, estimation and commercials of same nationally. The CDS Commercial team is responsible for the coordination of connection contracts based on both standard and quotable connections, ensuring that all connection quotes are robust and the financial costs are recognised once the connection has been completed. This role is to provide governance and commercial reviews in line Uisce Eireann Connection Charging Policy and all other integral governance procedures. Drive prioritisation of workload, ensuring resource allocation is aligned within Customer Operations objectives, Raise risks and issues as appropriate to the Customer Operations Collaborate with key internal stakeholders across the UÉ business. Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy. Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards. Facilitate desired productivity and quality performance from team and stakeholders, based on defined KPIs as set by management teams across the connection to billing life cycle Ensure that processes are developed, captured and maintained in agreed formats accessible to the business Advise the Connections and Developer Services Manager on improvement options in critical systems and technologies This will be achieved by leading change with colleagues, through collaboration and strong communication, analytical assessment of the potential to improve and the design and implementation of change measures to improve the customer experience and journey.

Requirements

• 7 years
• water utilities
• leadership
• change management
• safety goals
• strategic partnerships

What You Bring

Experience of supporting policies, systems and controls and driving the implementation of progressive policies. Relevant third level qualification and or accreditation is desirable and or relevant experience Experience managing a large team, with strong people, change management and conflict resolution skills A minimum of 7 years’ Experience in the water, utilities or similar industries is desirable, ideally with significant system and process experience. Experience of developing and maintaining effective strategic partnerships with key stakeholders and influencing an environment of open, honest communication while upholding high ethical standards Demonstrated experience in setting measurable safety and well-being goals for a team Strong background in leading continuous improvement initiatives in teams to deliver customer strategies that enhance customer service Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented. You will have a proven track record in leadership, change & transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment Demonstrated leadership ability, proactive development, motivation and engagement of staff

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About Uisce Éireann Irish Water

-Responsible for the treatment and distribution of drinking water, as well as wastewater collection and treatment. -Aims to enhance water infrastructure with major projects across the country, including the upgrade of aging networks. -Works with local authorities, private sector contractors, and stakeholders to deliver high-quality water services. -Focuses on maintaining water supply resilience, ensuring safe and clean water for homes, businesses, and industries. -Committed to improving environmental standards with an emphasis on reducing water leakage and upgrading treatment plants. -Plays a central role in Ireland's water conservation and sustainable resource management efforts. -Partners with local communities to ensure optimal service delivery and engage in public consultation for projects.

Sector Specialisms