Kirsty Parsons
Llanyrafon,Gwent
Summary
Accomplished professional with a strong foundation in effective communication, performance management, and leadership skills. Demonstrates expertise in quality assurance and strategic planning, with a focus on cost optimisation and stakeholder engagement. Known for cultivating a positive attitude and maintaining customer focus while ensuring compliance with regulatory standards. Committed to leveraging adaptability and strategic insight to drive organisational success.
Overview
22
22
years of professional experience
Work history
Operational Support Manager
OVO
Bristol
01.2024 - Current
- Established performance metrics to drive business efficiency.
- Managing OSP relationship through regular WBR and MBR meetings.
- Collaborated with OSPs to achieve collective OKR targets.
- Defined and evolved mid to long-term strategy via workshops with key stakeholders.
- Executed change management activities, including readiness assessments and stakeholder planning.
- Implemented comprehensive performance criteria for all OSPs to maximise value.
- Supported budgeting and forecasting efforts to align with financial targets.
- Maintained continuous improvement backlog to enhance quality and reduce costs.
- Managed and monitored annual budgets, ensuring operational efficiency circa 30%
- Managed cross-functional teams, resulting in smooth project execution.
Operations manager
OVO Energy
Bristol, United kingdom
01.2023 - 01.2024
- Consistently achieved KPI targets through strategic oversight and effective leadership.
- Managed relationships with offshore partners, overseeing performance of 200 FTE workforce.
- Conducted risk assessments for 20 outsourcing proposals to ensure operational viability.
- Monitored performance metrics, refining strategies to maximise productivity.
- Utilised trend data and financial forecasts to develop accurate budgets.
- Identified training needs to promote continuous improvement culture among staff.
Customer Service Manager
OVO/SSE Retail
Cardiff, Cardiff
04.2017 - 01.2023
- Led team of 100 customer service professional assisting collection customers.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Completed documentation and logs each day and generated weekly reports detailing activities.
- Introduced new compliance and analysis initiatives to manage regulatory risks.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed work flow to exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Analysed statistics and KPIs to identify potential service improvements.
- Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records and financial statements.
Senior Operations Manager
SSE
Cardiff, Cardiff
12.2014 - 04.2017
- Minimised production waste by 25% through strategic process implementation.
- Generated £2,000,000 in annual savings via automated processes and resource reduction.
- Consistently achieved production KPI targets through performance optimisation.
- Oversaw daily operations of 750,000 customer accounts to ensure seamless service delivery.
- Collaborated with resources to align project specifications with requirements.
- Assisted business groups with document organisation during acquisitions.
- Ensured compliance with Offgem regulations for operational integrity.
- Created multimedia presentations for boardroom meetings, integrating video and text.
Process Owner
SSE
Cardiff, Cardiff
05.2008 - 11.2014
- Managed a team of 85 employees, overseeing recruitment and training processes.
- Developed innovative employee evaluation processes to enhance performance metrics.
- Ensured compliance with Offgem regulations through daily resource organisation.
- Monitored databases for accurate tracking of company inventory.
- Analysed departmental documents for efficient distribution and filing.
- Supported Chief Operating Officer in daily operational functions.
- Researched and updated materials for firm and partners.
- Maintained adherence to all regulatory requirements.
Team Manager
SSE
Cardiff, Cardiff
03.2004 - 04.2008
- Monitored team development, setting team objectives and providing constructive feedback for continued growth.
- Set achievable targets, motivating team to swiftly progress and achieve goals in line with Company goals..
- Managed, motivated and developed team of 20 to consistently deliver exceptional service and performance.
- Worked closely with Process Owner to ensure investment and commitment to strategic initiatives.
- Reduced or eliminated different types of financial discrepancies by improving documentation and reporting accuracy for budget and operational controls.
- Reviewed sales and expense records to make proactive adjustments to policies and procedures.
- Enhanced operations and implemented technological innovations in collaboration with senior leadership.
- Organised financial data and completed reports detailing key metrics.
Education
A-Levels - Sociology & Religious Studies
Caerleon Comprehensive
Newport07.1993
GCSE -
Caerleon comprehensive
Newport06.1991
Skills
- Effective communication
- Performance management
- Leadership skills
- Quality assurance
- Strategic planning
- Cost optimization
- Adaptability
- Stakeholder engagement
- Positive attitude cultivation
- Customer focus
- Regulatory knowledge
Timeline
Operational Support Manager
OVO
01.2024 - Current
Operations manager
OVO Energy
01.2023 - 01.2024
Customer Service Manager
OVO/SSE Retail
04.2017 - 01.2023
Senior Operations Manager
SSE
12.2014 - 04.2017
Process Owner
SSE
05.2008 - 11.2014
Team Manager
SSE
03.2004 - 04.2008
A-Levels - Sociology & Religious Studies
Caerleon Comprehensive
GCSE -
Caerleon comprehensive
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