Malcolm Dunn

Doer
DISC Type : ds

VP Customer Operations and Balances at OVO

Greater Edinburgh Area, United Kingdom

Overview

Malcolm Dunn is a versatile senior leader and the current VP of Customer Operations and Balances at OVO, with extensive experience across the utility, FMCG, and banking sectors. A Chartered Accountant who studied at the University of Glasgow, people describe him as a strong collaborator and an effective strategic thinker who excels at translating vision into operational plans.

Personality Overview

Strategic Planner

Deliberate Doer

Fast-paced

They exhibit a rare combination of being result-oriented but patient at the same time.  They might take some time to make their mind up but once they do, they don't change it easily. They are very professional in their approach and can weigh multiple perspectives together.

Topics They Care About

Customer Vulnerability
As a former Director of Vulnerability at OVO, he has spoken at parliamentary groups about supporting customers in fuel poverty and implementing an "Empathy Playbook" for staff.
Operational Leadership
His career progression at OVO, from Director of Operations to VP, demonstrates his focus on operational excellence and leading large customer-facing teams.
Children's Charities
He is actively involved as the Treasurer for Wooden Spoon West of Scotland, a charity he is 'super proud' to be a part of.

Media Appearances

Malcolm has no verified media appearances

Work History

7-2024
VP Customer Operations and Balances at OVO
1-2024 - 7-2024
Director of Operations and Vulnerability at OVO
2-2022 - 2-2024
Director of Revenue and Collections at OVO
1-2021 - 2-2022
Head of Strategy and Credit Risk at OVO
5-2018 - 1-2021
Strategic Director at Spark Energy UK

Education

2001 - 2004
CA from ICAS - The Professional Body of CAs
1998 - 2001
Physiology and Sports Science from University of Glasgow

More Information

Social Presence :

Prographics :

Exp : 24 Location : Greater Edinburgh Area, United Kingdom Job Level : Senior Designation : VP Customer Operations and Balances at OVO
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Insights For Selling To Malcolm

During A Call Or A Meeting

DO's

  • Let them know of potential risks but suggest mitigation methods alongside
  • Ask them at the end if they see a strong value prop in your product; expect an honest answer
  • Use phrases like 'your team deserves', 'best in class' etc.

DONT's

  • Don't go over them unless you are left with no other option
  • Don't take their patience for granted, avoid long-winding sermons
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Malcolm is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Malcolm

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Malcolm move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Malcolm take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Malcolm

Personality Compatibility


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