Senior Client and Operation Manager

Job Description

The role of Senior Client & Operation Manager sits within the Business Energy Direct sales and Retention function, reporting to the Head of Business Energy Sales. In this role you will be solely responsible for the Business Energy Direct Sales and partner service operation, at internal SP locations and outsourced locations across the UK, with key responsibility for decision making and judgement driven by complex diversity and work-type management within the Direct Sales arena.

The I&C Relaunch into the UK market is pivotal with a 5-year Business Plan growing from 200GWh and £100m revenue to 3TWh and £1.2Bn revenue. SME will grow from 123k customers with £414m revenue to 133k customers and £464m over the same period supported by c£21m p.a. commissions budget across routes to market. You will deploy appropriate resources to effectively manage risk and deliver optimal performance in areas such as Sales, Energy Services, Quality and Compliance as well as manage cost budget.

What you'll be doing

• Accountable for the wellbeing, deployment, and effective utilisation of ScottishPower resources travelling to and operating on-site, ensuring all scheduling, performance management, and site-specific policies are optimised for safety, productivity, and compliance
• Ensure all operational practices (including training, breaks, and adherence) are tailored to site requirements and consistently applied to maximise performance and employee welfare
• Hold full accountability for the day-to-day performance, governance, and strategic direction of outsourced providers and sales partners
• Ensure third-party partners deliver against agreed KPIs, commercial targets, and quality standards, while driving continuous improvement and value creation
• Accountable for delivering TPI/Broker Sales targets in line with the wider Business Energy strategy, ensuring consistent achievement of revenue, volume, and margin objectives
• Own sales performance outcomes, driving pipeline health, conversion, and revenue growth through effective leadership and execution
• Identify and deliver initiatives to reduce cost-to-serve while enhancing customer value and improving return on investment
• Continuously evaluate sales channels, processes, and partner performance to optimise commercial efficiency
• Accountable for the effective management of financial and headcount budgets, ensuring resources are deployed efficiently to deliver the Business Energy plan
• Balance investment decisions with commercial outcomes to maximise profitability and strategic impact
• Act as the primary point of engagement for internal stakeholders and external partners, building strong, collaborative relationships to enable effective sales delivery
• Leverage market insight, benchmarking, and partner expertise to enhance customer retention, loyalty, and performance outcomes
• Work cross-functionally across Business Energy to identify, implement, and sustain process improvements that enhance efficiency, customer experience, and sales effectiveness
• Drive a culture of continuous improvement, ensuring change initiatives are embedded and deliver measurable outcomes
• Contribute to the development and evolution of Business Energy sales standards, policies, and operational frameworks
• Ensure all activities are compliant, consistent, and aligned with organisational governance and regulatory expectations
• Develop and lead to a high-performance culture built on accountability, recognition, and continuous development
• Coach and develop talent, ensuring capability building, succession planning, and employee engagement are prioritised
• Foster an environment that rewards excellence and drives sustained individual and team performance

What you'll bring

• A degree or relevant equivalent or practical management experience in a sales centre environment
• Sound financial and numerical skills
• Change leader with experience of managing and implementing significant business change
• Experience of driving operational improvement
• Excellent understanding of all sales processes and outsource partners
• Understanding of the impacts of industry on processes and experience of influencing industry change
• Experience leading teams through significant business growth, market re-entry, organisational transformation or large-scale commercial change programmes, with the resilience to operate effectively in ambiguous and fast-moving environments.
• Influencing at Senior Management/Director level
• A flexible attitude to personal development and prepared to acquire new skills associated with flexible management requirements
• Understanding of the changing requirements of the customer base and how these can best be met using existing and new technologies
• Ability to optimise return on investment in Business Sales activity
• Understanding and developing synergies from the diverse working activities and practices developed by employees at different locations over a number of years

Minimum Criteria

• Demonstrable leadership experience in a sales or commercial management role, ideally within energy, utilities, or a similarly regulated / service-led sector
• Proven track record of delivering revenue and margin targets, with accountability for direct sales performance and commercial outcomes
• Experience managing third-party providers, outsourced sales channels, or strategic partners, including governance and performance management
• Deep understanding of UK Business Energy markets, including SME and I&C customer segments, TPIs/Brokers, energy procurement, pricing structures, industry regulation and routes to market.
• Strong understanding of sales operations, including forecasting, pipeline management, and KPI-driven performance frameworks
• Evidence of driving cost efficiencies and improving return on investment, with an ability to balance commercial performance and cost-to-serve
• Experience managing budgets and headcount, with accountability for resource planning and financial control
• Ability to engage and influence senior stakeholders across internal functions and external partners
• Track record of delivering process improvements and operational change within a sales or customer environment
• Experience contributing to or implementing policies, standards, or governance frameworks within a commercial setting
• Strong people leadership capability, with experience building high-performing teams, developing talent, and embedding a performance culture
• Excellent communication and decision-making skills, with the ability to operate effectively in a fast-paced, target-driven environment
• As this role requires regular travel, a full UK driving licence is required

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday purchase - perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to 'nudge' financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.