This role is an 8 month FTC
As Business Change Manager you'll play a key role in implementing the operational readiness of cross-functional business & systems change projects/programmes which impact our front line colleagues (in Agent Sales and Customer Operations channels).
You'll ensure all aspects of the change are appropriately considered and risks understood and mitigated. You may manage a project or a series of projects to successful implementation in a timely manner in accordance with the business needs.
How will I add value in the role?
Drive implementation of cross-functional complex change in Agent Sales and Customer Operation channels (including Customer Services, Billing, Collections, Provisioning, Live Chat and Order Management)
Provide high level project management and leadership raising the profile of risks/opportunities and ensuring that solutions are agreed that work well for our customers
Adhere to the Change Framework, ISO:9001 and other compliance standards as required
Ensure lessons learnt are factored in to future projects
Work in conjunction with functional leaders, project managers, business analysts, UAT and Business Readiness teams to ensure changes are understood, documented and delivered with high efficiency
Mitigation of any challenges to the customer experience or the processes within a support model
Management of the end to end operational readiness life cycle of major projects/change to ensure that all requirements are delivered and are fit for purpose for our customers (internal and external)
Provide communication of upcoming change in advance of project launches or key milestones to ensure the business is fully engaged
What do I need in order to deliver in the role?
Operational knowledge of call centres - On shore and Off shore
A clear, structured approach for Operational Readiness Processes/Activities
An understanding of Delivery/Co-ordination of training for front line agents
Experience co-ordinating with internal Comms
Experience on Compliance/Regulatory projects desirable
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.