Settlements Operations Manager

Position information:

Location: Lochside View, Edinburgh


Start date:

Salary (range): £45000 - £50000 per annum


Job description:

Settlements Operations Manager

Salary:£45,000 to £50,000 dependent on knowledge, skills and experience.


This role is based in Edinburgh and offers a competitive rewards package including: up to 20% annual bonus, 31 days annual leave and 6 bank holidays, pension plan, employee discounts and flexible benefits.

About us

Think water's boring? Think again. Life at Business Stream is fast pace; we are operating in a highly competitive new market, where no two days are the same. We are one of the leading providers of water retail services to businesses across the UK. It's been an exciting few years for us, we acquired the non-household customer base of Southern Water in April 2017, and in October 2019 we acquired Yorkshire Water's non-household customer base. We've also secured over £250 million of new business and firmly positioned Business Stream as one of the top three water retailers in the UK.

We're passionate about our people and our customers and we want to make a positive difference to the environment and the communities we live and work in. And that's why we launched our water efficiency pledge, committing to help our customers reduce the amount of water they use by 20%.

The role

The role of Settlement Operations Manager is to drive our data quality, process and governance. The key goal is to maintain strong alignment to market data (customer and financial), taking into consideration the best possible customer journey in correct billing to customers. Additionally, the role will drive our Settlements process agenda, leading and governing performance, aiming to achieve optimal outcome for the business.

We are in the process of introducing a new billing system to the business, Gentrack Cloud for Water (GCW), a market-aligned, industry-wide system which will drive significant improvement in our data. This will be supported by a newly defined Data & Settlements Team who will be pro-active and enthusiastic about ensuring alignment, leading the business to improve processes from a preventative viewpoint and driving best practice around the business.

We are looking for someone who can demonstrate strong leadership skills to drive achievement of the above. The ideal candidate will also demonstrate good experience and knowledge in the area that they can utilise to progress improvement and development of the strategy and team.

Key Responsibilities

  • Support the company in defining the Settlement Strategy as we achieve our business Fit for the Future Transformation
  • Lead the Data & Settlements Team - setting direction and clarity of expectation
  • Promote and drive market data alignment, both within the team and wider business
  • Embed a culture of continuous improvement within the team and the wider business
  • Utilise knowledge and experience to grow function initially, in terms of capability and results, identifying initial training gaps, creating solutions to build a strong, knowledgeable Data & Settlement Team
  • Encourage active, up-to-date knowledge of market code and regulation within the team
  • Ability to manage and influence stakeholders cross-functionally
  • Develop strong external stakeholder relationships and manage performance
  • With a proactive and preventative mentality, drive ownership within the team around settlements, supporting awareness of the market and the power of alignment to it
  • Track progress and report performance, displaying incremental improvements over time against KPI targets
  • Implement a team culture and approach that identify patterns where we can gain insight into upcoming wholesale movements
  • Effectively manage your team, including performance management and continuous professional and personal development; drive high employee engagement
  • Create a high performing team through continual coaching and motivating
  • Identify and address skill gaps, performance, quality and attendance issues within the team to ensure that the appropriate levels of support are in place

Key Skills/Attributes


  • Previous experience in leading a Settlement team/function
  • Proven ability of making improvements to processes as and when required
  • Previous experience of sharing knowledge and expertise with others to widen their understanding of challenges
  • Leadership ability - requirement to lead a team and delegate responsibility and ownership, driving strong outcomes
  • Ability to educate and influence the business, encouraging a culture of Continuous Improvement


  • Water industry specific settlement knowledge and experience
  • Knowledge of MOSL & CMA structures and processes

Skills and abilities

  • Strong management of internal and external stakeholders
  • Ability to take ownership of issues and bring them to satisfactory conclusion
  • Good working knowledge of MS Office and Excel
  • Strong verbal and written communication skills
  • Good relationship building skills
  • Quick learner - able to pick up new concepts and apply these to the role
  • Ability to work as part of a team

How do I apply?

Please submit a covering letter and CV to Please note, your cover letter will also be reviewed as part of the selection process and should cover the following points:

  • Why you are interested in applying for the role
  • How you meet the essential criteria
  • Why you think you'd be a strong match for the role

The closing date for applications is Friday, 28th January 2022 at 5pm

Desired skills:

Contact information:

Contact name: Recruitment Team


Phone number:

Apply now