Head Of Operations
ENEDIS
Total years of experience :15 years, 11 Months
• Management of an agency of 100 employees spread over 5 operational bases:
• Implementation of the occupational health and safety policy.
• Agency management to ensure the quality of electrical supply.
• Customer satisfaction through effective planning of teams' activities: customer-related activities, network maintenance and troubleshooting, operation of the communication chain, contribution to network connection and renewal projects.
• Management of the Agency contract, efficient intervention scheduling, control of unit costs, finding the right balance between in-house and outsourced activities.
• Agency leadership to contribute to the Ecological Transition: 3-year vision of activity load, updating the agency's business model in connection with real-time supervision, and development of necessary skills.
• Managed the financial and technical aspects of the operations domain (800 employees, €54M Opex/€33M Capex).
• Developed the Medium-Term Plan and implemented the production strategy for the domain.
• Oversaw the annual workload plan for the operations domain and resource management (800 employees).
• Managed Enedis partner companies (pruning, maintenance, and investment works on the electrical network), overseeing contracts and preparing calls for tenders (86 contracts, 82 service providers).
• Development of the medium-term financial plan.
• Industrial Policy Framework: Monitoring unit costs, building the regional industrial model.
• Communication liaison, event organization: Business dating, annual service provider meetings.
• Staff training
Management of a team of 25 employees, creation of operational management unit.
Planning and monitoring of interventions (250 agents): Troubleshooting, maintenance program, investment program, smart meter program, customer interventions.
• Performance management of the agency.
• Monitoring and management of customer complaints regarding supply quality.
• Implementation of the planning system and training of managers.
• Stakeholder management for the agency.
• Development of the market offer.
• Preparation and conduction of contract reviews.
• Evaluation of the service provider.
• Development of customer relations center contracts for Front Office and Back Office activities.
• Real-time supervision.
• Monitoring of the operational performance of customer relations centers.
• Resource and workload management.
• Support for customer advisors.
• Activity planning.
• Monitoring and management of the customer advisor center contract.
• Resource and workload balance management.
• Objective management and monitoring
Sale of electricity contracts and associated services
sale of gaz contracts and associated services
Business Communication Intercultural Negotiation Economics for Managers Business Law International Business Strategic Management Leadership Organisational Behaviour Human Resource Management Corporate Social Responsibility Marketing Management Digital Marketing Project Management Information Technology Corporate Finance Management Controlling
I have established a new management entity to oversee the maintenance and renewal programs of the electrical network