Head of Operations - Customer

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Our teams at Mercury make a real difference to Aotearoa New Zealand by doing new and exciting things with energy, and our Customer business is entering an important next stage of growth and transformation.

As we continue to evolve, we’ve created a number of new roles to strengthen the way our Customer teams are set up for the future. These roles will support clearer accountability, stronger commercial ownership and better alignment across our channels, helping us stay efficient, customer-focused and future-fit.

Reporting to the Chief Customer Officer, we’re looking for Head of Operations – Customer to lead and transform Mercury’s back-office operational capability. This is a two-year fixed-term opportunity designed to help us build maturity, simplify the way we work, improve efficiency, and prepare our operations for the future. This is a role for an experienced operations leader who knows how to run large, complex operational environments while also lifting performance and improving the way work gets done.

This is a rare opportunity to join a great New Zealand brand at a pivotal time for our Customer business. You’ll have the opportunity to shape and strengthen critical operational functions, improve the way we deliver for customers, and help build an operations capability that is more efficient, reliable and future fit. If you’re an experienced operations leader who is motivated by transformation, operational excellence and building strong foundations for the future, we’d love to hear from you.

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• Lead Mercury’s back-office operational teams, systems and processes across a broad Customer operations portfolio
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• Ensure key operational activities are completed accurately, on time and in line with quality and compliance requirements
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• Oversee operational areas including billing, provisioning, meter reading, data management, market operations, broadband and mobile provisioning, supplier reconciliation and procurement-related processes
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• Drive operational efficiency, simplification and continuous improvement across systems, processes and ways of working
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• Strengthen operational controls, performance disciplines and accountability across the function
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• Lead transformation activity that prepares the operations function for the future
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• Use data and performance insights to identify opportunities, improve delivery and reduce operational risk
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• Partner across Customer, Technology, Finance and other business areas to support strong customer and commercial outcomes
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• Build capability and support teams through change, while maintaining reliable day-to-day operational delivery
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We’re looking for a proven operations leader with experience leading large, complex operational environments. You’ll know how to bring structure, focus and discipline to operational delivery, while also identifying opportunities to simplify, improve and transform:

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• Experience leading operations, back-office, service delivery or customer operations teams.
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• Experience managing billing, provisioning, reconciliation, data management or market operations processes.
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• Strong understanding of operational controls, compliance and service performance.
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• Experience working with complex systems, suppliers and cross-functional processes.
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• Ability to manage risk, data quality, backlogs and customer-impacting issues.
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• Experience improving processes, workflows and systems.
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• Experience leading teams through change.
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• Experience in energy, utilities, telecommunications, financial services or another regulated sector would be useful.
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• A diverse workplace where your unique abilities and talents will be recognised and encouraged
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• Employee discounts and discounts with our third party providers
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• Annual salary reviews with the option to purchase additional leave
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• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
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• Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
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Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria.

Applications close Friday, July 10th at 5:00pm.

Reference # 43273

Location(s) Auckland, Hamilton, Tauranga