About the Job:
Reporting to the Program Director, you will be responsible for driving transformation with a particular focus on managing, leading and defining organisational Change across a variety of exciting Transformations. Through the application of business change techniques, as a highly-skilled change manager you will; identify required changes, the nature and level of change impact on the business, and will ensure business readiness for change and that organisational objectives and business benefits are delivered.
Key Responsibilities:
Change Management
Champion change across Service Delivery, to ensure operational excellence
Lead Service Delivery and cross-functional organisational reviews and design initiatives, working in close partnership with business stakeholders.
Leads the development of a pragmatic change approach using human-centred design principles to drive consistency around how change is managed and support the prioritisation of deployment into the business across multiple programmes
Lead on engagement, communications and user adoption of new tools
Lead on change related to people's roles and core skills in the organisation
Create comprehensive project reports and graphic client presentations.
Strategy
Build credible business cases with an "outside-in" perspective to identify external shifts in skills and demands and build pragmatic plans to help build the organization's ability to adapt to these requirement
Assist in developing and implementing process improvements to meet business goals.
Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key stakeholders.
Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational and service delivery risks
Customer Experience
Work with other teams and departments within the organization in order to deliver a seamless end-to-end client experience.
Develop listening points in the Service Delivery customer journey, define varying strategies, and identify opportunities for continuous improvement
Input into the continual evolution of the practice including the development of new playbooks and materials where required.
Champion opportunities to consistently Improve the Service Delivery Customer experience by guiding teams in effective client issues resolution and handling any escalations.
Define and implement standards/procedures for ensuring optimal customer experience that will restructure the Service Delivery into a customer-focused establishment.
Process Improvement
Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels;
Ensure the alignment of workforce plans and operating models to organisation business plans and strategy.
Train resources in process improvement techniques.
Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.
Supporting organizational agility and increasing the overall project success rate, proven by metrics Initiating, creating and implementing processes around excellence in project management, performance management, change management and service delivery
Minimum Qualifications:
Bachelor's degree in Business, Operations or related discipline or equivalent work experience.
5+ years of experience in BPO or large-scale Customer Service management.
Substantial experience in successfully delivering change in an organisation-wide transformation program.
Experience in delivering change in a commercial environment.
Sound knowledge of the principles and concepts that underpin change management and can advise on a 'good practice approach' to change.
Experience in learning about new technologies and training others.
Experience in stakeholder management and has credibility and impact with peers and leaders; and able to gain buy-in to enable change to happen through others.
Excellent interpersonal and communication (including presentation) skills
Confident in navigating organisational complexity and ambiguity and flexing to meet the changing priorities and needs of the organisation.
Strong project management and organisational skills, and a high awareness of the project and program context and discipline. Fully competent at planning, risk management, and dependency management.