WHAT’S THE ROLE?

The MHHS Data Account Manager is responsible for ensuring the successful execution of a customer’s migration from legacy settlement into SMS’s Market Wide Half-Hourly Settlement services and SMS’s enduring performance post migration.
Within the Data Services division, you will be overseeing all migrations within their allocated portfolios, interfacing with customers, Operational teams and Industry. Adhering to agreed migration processes and volumes. Working closely with the Migration Manager/I&C Technical Accounts Director to ensure clarity and availability of migration data. You will also be overseeing SMS’s enduring performance, post migration, for the allocated portfolios, working closely with Electricity Settlement operational teams and our key Customers.

KEY RESPONSIBILITIES:

Some of the responsibilities for this role include, but are not limited to, the following:

• Investigate and resolve any escalated customer complaint and feedback learning to operational teams through continuous improvement processes.
• Define and onboard new contracts as required by SMS Data Department.
• Ensure contract obligations are met including key milestones and performance against SLAs.
• Conduct regular reviews against performance with internal and external stakeholders.
• Ensure monthly management of SIM Novation’s processes (inbound and outbound) to maximise revenue/cost saving opportunities.
• Represent the Data Department both internally to SMS and externally to customers, suppliers, and contractors.
• Provide regular reporting to senior management on contract milestones.
• Participate in meetings as and when required with customers and internal stakeholders.
• Ensure key communications are cascaded and understood both internally and externally.
• Provide updated reporting as and when required on customer performance to the I&C Technical Account Director.
• Support the Data Services function in relation to monitoring work volumes received from the suppliers as well as quality of records.
• Review the effectiveness of existing plans with operations to explore the need for changes necessary.
• Build and maintain relationships with customers and their key personnel.

TO BE CONSIDERED FOR THIS ROLE, WE WOULD LOVE YOU TO HAVE/BE:

• Knowledge of automatic meter reading products and solutions.
• Knowledge of relevant industry standards.
• Excellent communication skills, with the ability to engage clients, internal teams, and external stakeholders.
• Able to organise and prioritise to meet deadlines.
• Analytical approach to work with a methodical and organised approach.
• Exceptional attention to detail.
• Proficient in the use of Microsoft office packages (especially Excel & PowerPoint).
• Managing customer expectations, escalations and delivering best in class customer Service.
• Highly self-motivated and capable of demonstrating initiative and the ability to adapt to change in a continuously evolving business.
• Exceptional communication, organisation, and interpersonal skills to ensure technical and non-technical requirements are shared and understood by all relevant stakeholders.
• Root cause analysis and identification of opportunities for improvement.
• Quality control ensuring specific targets are met and any trends noticed are investigated.