Mathew Hopper

Experience

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  Npowe

  Aug 2003 - Aug 2014

  Department project leader for lean continuous improvement initiatives. Lead a project to create over 80 standard operating procedures along with functional and user acceptance testing. Segmented the department's business areas and used a triage system to reduce rework and cycle time. Trained out performance management, coaching, and time management to all operational levels from staff through to service managers. Created functional reports and dashboards to track change impacts in line with expectations. Show less

  • Customer Advocate

    Sept 2013 - Aug 2014

  • Team/Operations Manager

    Aug 2003 - Sept 2013
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  Teleperform

  Sept 2014 - Apr 2015

  Team Leader

  Responsible for managing teams of agents dealing with complaints on TP’s Eon campaign. As well as handling the day-to-day management and performance of the team through coaching and feedback, regular daily reporting sessions were held with the client to relay issues and agreed action plans.

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  Rentify

  Apr 2015 - Dec 2015

  Customer Services and Sales Operations Manager

  Rentify provides revolutionary services and technology to 250,000+ UK's landlords. Responsible for the customer services and sales operations teams, I led various service, operational and system improvements; reducing waste, improving quality, increasing customer retention, and driving operational efficiencies.

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  Npower

  Jan 2016 - Feb 2025

  Responsible for acting as a core interface with members of the Leadership team, Operational areas, Support, Finance and Change Delivery teams to maximise key aspects of Operational Expenditure and Bad Debt targets. Collaborated with business areas to achieve a 2020, £9.2m in-year expenditure reduction; delivered from reduced internal staff, outsourcing , third party and ex-gratia costs.Accountable for risk and opportunity identification using end to end knowledge of KPI impacts. Process changes and impacts to opex/bad debt assessed through scenario modelling, sensitivity analysis, stress testing and risk assessment. Supported and collaborated with senior business leaders on business case development for new initiatives and projects through to delivery and benefits realisation. Show less Leadership of a team responsible for the Collections and Prepayment Bad Debt Charge projects portfolio which delivered over £22m of benefit to the business from 2016-2018. Ownership and management of Collections’ Operating Model and Change plan bringing new projects from idea through to business case development, implementation and benefit realisation. Key skills included leadership, stakeholder management, translating issues, risks and opportunities into clear headline messages headline messages, financial modelling and business planning. Set up and delivered a governance structure across npower’s Back Office that reduced dunning locked debt by £37m on npower’s live and final debt books over a 6-month period in 2016. Show less

  • Commercial Business Partner

    Sept 2019 - Feb 2025

  • Process Optimisation Manager

    Jan 2016 - Aug 2019
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  Wave Utilities

  Jul 2021 - Feb 2025

  FP&A Manager
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  Everflow

  Jan 2025 - now

  FP&A Manager