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Head of Knowledgement and Resource Allocation



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The Head of Knowledge Management and Resource Allocation will manage the knowledge library for Customer Operations ensuring it is logically structured, and accessible to all and embedding its use for Customer Operations.

They will also manage the resourcing process across optimisation to match resource demand with supply (including resource capability).

The Role

  • Develop, implement and coach others on standard, best practice methodologies and toolkits for functions within Optimisation team (full scope TBC but would include for example process design, process documentation, RCA, etc.)
  • Develop, implement and manage a system/knowledge portal for indexing, organising and publishing key documentation and artefacts for Customer Operations and Field Operations (full scope TBC but would include for example policies, processes, procedures, methodologies, toolkits, etc.)
  • Develop and maintain governance processes for publishing, refreshing and removing documentation
  • Develop and manage a system to support the assignment of ""work to people"" in the Optimisation team, ensuring resources are utilised on agreed priorities; maintain current & forward view of capacity; manage resource contention
  • Lead, motivate, develop and manage the quality output of team of (up to) 8 direct reports and (up to) 20 total team size
  • Motivate staff to give feedback and ideas for continuous improvement
  • Lead by example, ensuring that teams operate in line with Centrica approach and values

The Person


  • Subject matter expertise in Knowledge Management
  • Pragmatic approach to knowledge management
  • Understanding of Information / knowledge management platforms e.g. SharePoint
  • Providing direction to team, supporting them to achieve planned goals and holding them to account
  • Excellence in communication and people management skills
  • Understanding of our internal customers and find cost effective and consistent ways to meet their needs
  • Focus on results and desired outcomes and how best to achieve them
  • Ability to remain focused, composed, and optimistic in difficult situations and bounces back from failures or disappointments
  • Ability to stand back from the detail to expose new possibilities in a positive way by challenging assumptions and encouraging positive debate
  • Ongoing commitment to learning and self-improvement

Work Experience

  • Leading and developing a knowledge management team
  • Significant experience in developing and implementing a knowledge base
  • Strong track record of leading and developing teams
  • Experience of collaborating with wide range of technical and management stakeholders

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