Ian Seaman Email & Phone Number

Stroud

• Provision and analysis of the performance of all suppliers• Liaising with Senior Management to manage contracts within agreed budget / forecast• Drives the transition and transformation of services to deliver operational excellence and service availability• Builds positive and influential relationships between the supplier and Ecotricity to demonstrate effective collaboration and teamwork. • Matrix manages through multiple levels within the organisation• Takes ownership and proactive management of issues relating to supplier delivery services, ensuring these are effectively tracked and communicated. • Maintain understanding of relevant industry trends and current knowledge of the technology deployed in the business area• Responsible for managing a wide range of complex internal stakeholder relationships internally and externally• Develops partnership working methods with 3rd party accounts • Maintains a deep understanding of the needs of stakeholders to ensure all activity delivers greatest value.• Establish appropriate frameworks, procedures and standards to manage operational and regulatory risks, escalating as appropriate.• Work closely with external industry regulatory parties, such as Ofgem, SPAA, Gemserve, Elexon & DECC, to ensure contracts are aligned to all current regulatory requirements

Stroud

- Management of all domestic customers metering related issues (both credit and Prepayment meters), providing energy efficiency and loss of supply assistance via Ecotricity third party agents.- Manage the operational delivery of the Ecotricity Smart metering programme- Actively seek improvement opportunities within working practices and implement change to optimise efficiency and effectiveness within all aspects of the team’s area of responsibility - High level ownership of all operational processes and delivery mechanisms with a view to increasing efficiency and productivity across areas of responsibility

Gloucester & Solihull

 Lead a team that builds and maintains strong relationships with customers by managing the commercial lifecycle of the contracts and services.  Lead and influence the negotiation, uptake and ongoing management of commercial agreements which align with National Grid Metering strategic plans and which maximise revenue. Gain a strategic insight into customer needs, capturing those key customer requirements and develop these insights into defined customer offerings which add value in both financial and non financial terms.  Lead and influence the relationship with customers to ensure satisfaction with services. Whilst seeking to maintain or maximise Customer Satisfaction measured through twice yearly satisfaction surveys. Maximise the value of contracts to ensure fulfilment of business plan. Manage customer compliance with contractual requirements taking identifiable action to resolve as appropriate. Manage the Service Provider Contract with National Grid Gas, ensuring appropriate governance and contract adherence.

Gloucester/Solihull/Coventry

 Establish and maintain strong commercial relationships with key customer contacts. Establish insights into customer strategic and tactical objectives and evaluate impact on business objectives. Agree approaches to maximise value from existing contracts, initiating and driving actions to maximise value for both parties. Maximise opportunities to ensure customers are satisfied with NGM’s services, managing expectations appropriately and taking corrective action internally where services are falling below specification and which impact the customer experience and overall satisfaction. Identify opportunities to improve the customer experience. Through development of a sales pipeline across agreed client base and the implementation of sales activity plans which drive profitability by customer, monitor and influence the take up of services (including new services) to ensure fulfilment of volume projections which delivers the business plan. Co-operate with fellow employees in the promotion and adoption of Trusted to Work Safely and Golden Rules. Maximise opportunities to gather and provide customer and market intelligence and feed into relevant colleagues across the business; with particular focus on customer and product requirements. Maintain a thorough knowledge of the assigned account base including service portfolio, activities, revenue stream, and contractual compliance levels.

Solihull

Lead a team of 16 staff in order to manage delivery of accurate and timely reporting of performance against agreed KPI’s, regulatory and contractual SLA’s.Provide strong leadership to the team, setting clear direction and creating a team environment that inspires delivery of exceptional performance.Lead and Manage development of new reporting and ad-hoc requirements from initial requirement to delivery.Lead and Manage delivery of accurate and timely reporting of performance against agreed KPI’s, regulatory and contractual SLA’s.Create and maintain framework for MI production activities, ensuring standards, procedures and methods are in place to ensure efficient and accurate reporting in line with business requirements.Control and manage the team budget, circa £0.5m.

Gloucester, United Kingdom

Manage @115 FTE's directly and indirectly, taking up to 1.5million calls p.a to achieve required KPI's.Manage delivery of KPI's to agreed budget.Manage production of MI to demonstrate performance against KPI's and other deliverables.Lead on Business Continuity Management and Disaster Recovery for the Contact Centre, approving and planning necessary outages.Manage SHEs delivery within the Contact CentreManage Customer satisfaction and relationships for the Contact Centre.Manage the Support Team within the Contact Centre to deliver staffing, call forecasting, purchasing & coaching/training.Implement National Grid policies & procedures including performance reviews, sickness & absence management and disciplinaries.Manage the Local & NGM realtionship with Pertemps.

Law & Communications

O Levels in Law, Communications & Economics

Education record