Role: Head of Service Operations
Company: Power NI
Track Record: ‘The fast paced nature of the job, the variety of work and the people I work with keep me invigorated and motivated to do the job well,’ says Kieragh.
What does your job entail?
My role is typically varied and a normal day sees me involved in a number of different activities and areas.
I’m head of service operations for Power NI – this covers the customer contact, billing and payment functions and teams who provide a great service and answer a diverse range of queries from over 600,000 domestic customers and around 35,000 businesses and farming customers here in Northern Ireland.
My core role encompasses design and delivery of key strategy for the operational area to ensure we provide a high quality, enhanced service for our customers in a cost efficient way, while also aiming to deliver high customer satisfaction.
One new product I’m working on is keypad reward, which offers free electricity for customers who top up £50 or more via online or through the Power NI keypad app.
Is it 9-5?
I’ll work the hours it takes to get the job done so not typically 9-5 but I’m fortunate to have an employer who encourages working hours that suit the balance of family life.
I’m lucky to start work after I drop my young kids to school while working on later in the evenings.
I don’t mind being contacted outside typical working hours – issues are best solved when they happen immediately rather than being stored up for the next day.
How did you get into this line of work?
I started out my career mainly specialising in project and process based activity but learnt early on that it’s incredibly beneficial to get operational insight into a business and that’s what really led me into this arena.
When the opportunity arose to join such a well known and respected brand like Power NI, I jumped at it and I haven’t looked back since.
Outline your career to date
I left QUB in 1997 with an Honours degree and had wanted to go into business management. A place on a postgraduate management programme gave me the theoretical skills and work placements to set me up well for my first job with FG Wilsons.
After four years I joined Prudential Assurance as a project manager and was fortunate enough to work on many key projects across the UK and also Mumbai.
My career has really given me the chance to develop my skill set and learn continually. I joined Power NI back in 2009 and my role has again continued to grow since then.
Tell us about your qualifications/training
As well as degree level academic qualifications and the Black Belt certification, I am also a recognised Prince 2 practitioner.
In addition I have numerous business related training courses under my belt – including insights profiling and key personality styles, bespoke customer centricity training.
What do you like most about your job?
The fast paced nature of the job, the variety of work and the people I work with keep me invigorated and motivated to do the job well.
Power NI continually strive to look after the needs of their customers though developing innovative solutions and working on establishing our new Keypad product, Keypad reward, has
The thing that is fairly unique about Power NI is the staff loyalty and pride in the company brand, it really is warming.
Where is the most interesting place your job has taken you?
Mumbai, India – definitely a feast for the senses! When working for the Prudential I was responsible for off-shoring one of their contact centres and spent three months there – a fantastic experience that broadened my horizons and skills.
What is the best advice you ever received?
I know this is a bit vague but I was told once by a person I greatly respected, ‘if it feels wrong, then it probably is’. Gut instinct is a powerful thing and is not often wrong.
Facts, figures and business cases are all important in decision making but that gut feeling sometimes shouldn’t be ignored.
What qualities are required for your job- personal and professional?
I think being agile is a huge quality, rolling with changes to strategy or reacting swiftly is key in this role.
Bouncing back from challenges and disappointments and how we choose to react to certain things can have a bearing on emotional well-being.
What are the biggest challenges of your work?
ver the past three years we have relocaed two sites, introduced a major new telephony system, reviewed employee terms and conditions, entered into a domestic competitive electricity market, overhauled our billing and customer management systems, rebranded the company image and brought a major area of our operational function in-house.
What do you like to do in your spare time?
I generally aim to spend time with my family and I have two young boys aged nine and five. When the weather’s good here we like to get out and about, head to the park or even just out for a walk.
Tell us an interesting fact about yourself
When I was a toddler and out for a day trip with a nursery I managed to successfully dodge and weave my way around enclosures at a local safari park to ‘feed the monkey some grass’ and you can imagine what happened next… I ended up in the hospital with my finger tip missing. Thankfully it is hardly noticeable now but I reckon I really gave some people a shock that day.
Who has inspired you most in your life?
My parents, for coming through some tough times in their lives and who are still smiling. My husband for putting up with me! I definitely get inspired by anyone who can endure difficulty but maintain a great attitude and then who naturally mentors others through similar situations.