As a Senior Manager at BFY, Tania leads client engagements focussed on delivering large-scale transformation programmes across utilities. She specialises in driving operational excellence through improvements in people, process and systems to deliver cost reduction and performance improvement. Tania supports clients in navigating complex regulatory environments and market challenges delivering measurable improvements, cost efficiencies and sustainable change across back office, front office and field operations. 

Tania brings 20 years of transformation and operational excellence experience across utilities, telecoms and aviation. Her most recent role was Head of Back Office Operations at one of the largest energy retailers where she led multiple large scale transformation programmes in addition to running a lean back-office operations that spanned assets, switching, smart meters, metering and complaints. At BFY, Tania shares expertise with our clients to deliver operational transformation, navigate regulatory landscape and deliver cost transformation.  

Key achievements:

• Spearheaded multiple smart metering and operational transformation e.g. delivering £1.5m reduction in outstanding debt, £2m cost saving through improved appointment scheduling and field productivity
• Led Smart Meter Health performance improvements increasing KPI performance to 93.4% by reducing customer contacts, improving engineer utilisation, and establishing innovative meter health remedial pathways.
• Delivered CI transformation programme across SME business unit covering c.2000 FTEs delivering £13.7m revenue benefit and £1m operational cost saving via focussed improvement initiatives derived from Kaizen events and conductive deep operational health diagnostics.
• Led the Supplier of Last Resort process, migrating over 1 million product accounts from three different organisation ensuring seamless migration and achieving regulatory compliance and positive customer satisfaction scores.