Jane Edge Email & Phone Number

Stockport District, Gb

I successfully translated principle-based regulatory obligations into operational policies and processes, ensuring compliance across Revenue Protection and Debt Field functions. As a subject matter expert on energy theft, I provided strategic guidance and support to maintain robust operational adherence.I led the development and implementation of assurance monitoring and auditing programmes for 250+ field and office-based colleagues, setting high standards for customer experience. I managed strategic projects, delivering policy updates and commercial changes while fostering a culture of continuous improvement, enhancing service delivery through root cause analysis and best practice sharing.A key aspect of my role involved identifying and mitigating business and customer risks, ensuring all solutions were value-adding and tracked through to resolution. Leading a team of 40 Risk and Assurance Assessors, I ensured our compliance and monitoring protocols were delivered within service level agreements and met performance targets.In addition, I conducted risk assessments and audits, providing performance insights that benchmarked standards and addressed root causes. I built and maintained strong stakeholder relationships to ensure ongoing operational engagement, and facilitated regulatory information requests while representing British Gas at industry forums to influence strategic focus and drive regulatory change.I also led responses to industry consultations on energy theft reduction initiatives and designed governance programmes, ensuring all colleagues and stakeholders were aligned with accountabilities.

Business Assurance Manager – Expert in Regulatory Compliance, Risk Management, and Performance EvaluationLed the development and delivery of a quality monitoring programme for 220+ field and telephony energy sales teams, ensuring regulatory adherence across 2,500+ sales per month with a commercial value exceeding £1M. Conducted in-depth risk assessments and audits to identify and mitigate operational risks.Designed and implemented operational policies and procedures to ensure full compliance with legal and regulatory obligations, fostering a customer-focused culture. Analysed performance metrics using tools like Microsoft Excel and Power BI, delivering tailored insights to stakeholders and addressing root cause issues.Successfully facilitated information requests from regulatory bodies and represented the business in negotiations with British Gas and industry leaders, leading changes to codes of practice. Additionally, implemented corrective action plans for service recovery to align with regulatory expectations.Drafted, reviewed, and finalised Standard Operating Procedures (SOPs) and Work Instructions to maintain operational excellence.Key skills I delivered in this role:Regulatory Compliance & Governance – Ensured adherence to regulatory obligations and maintained strong relationships with regulatory bodies.Risk Management & Auditing – Conducted comprehensive risk assessments and audits, identifying key risks and developing mitigation strategies.Data Analysis & Performance Improvement – Used advanced data tools (Excel, Power BI) to monitor performance, analyse trends, and implement improvements.Operational Policy Development – Designed and executed policies and processes aligned with legal requirements and best practices in a customer-centric environment.Stakeholder & Regulatory Engagement – Actively represented the business in high-level negotiations, driving changes in codes of practice and regulatory compliance.

Skilled Project Management, Stakeholder Engagement, Strategic Planning, and Change ManagementManaged stakeholder insights to align all parties on project scope and objectives, ensuring clarity and effective resource allocation. Played a pivotal role in developing programme scopes, collaborating with key stakeholders to maintain resource availability.Expert in leading client and stakeholder meetings, utilising negotiation and influencing skills to gather requirements and inform decision-making at senior levels. Developed strategic plans for process improvements, consistently delivering measurable ROI aligned with business strategy.Skilled in both quantitative and qualitative success measurement, with a strong background in applying PRINCE2 and Agile methodologies to drive change. Adept at engaging with Trade Unions to implement new working practices, while effectively identifying risks and controls to support operational changes.

Results-Driven Leader in Reward Programmes, Performance Optimisation, and Operational ChangeLed reward programmes for 6,800+ employees, managing monthly values of £750k-£850k, ensuring governance and senior leader authorisation. Introduced quality monitoring to optimise reward application and performance tracking against budget.Key strengths include identifying process improvements and delivering cost-saving initiatives, while managing high-performing teams to exceed targets and SLAs. Skilled in engaging with Trade Unions to lead change, improve working practices, and build resilient, collaborative environments.Experienced in driving business continuity, with a focus on efficiency, team development, and maintaining service excellence in dynamic conditions.