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Transformation Manager

ROLE:

Location: Skipton/Home-Based
Type: Permanent – Full Time

The Transformation Manager is responsible for the ownership and delivery of key changes relating to Contis processes and Clients, including the interpretation, documenting and delivery of Client change requests. The Transformation Manager is also responsible for business improvement initiatives; reviewing current approaches and ways of working across the business in order to drive change and improvement. The role holder will also be responsible for optimising the use of systems and tools within the Customer Care environment to ensure service and efficiency are optimised.

KEY RESPONSIBILITIES & ACCOUNTABILITIES:

Client change Management (50 %)
• Scoping Client change request and completion of all relevant documentation to gain sign off
• Implementation of agreed changes
• Management of change, via relevant stakeholders, into a live status

Internal change management relating to changes impacting the Customer Care of Clients and Card Holders (20%)
• Scoping large internal change request and completion of all relevant documentation to gain sign off
• Implementation of agreed changes
• Management of change, via relevant stakeholders, into a live status

Business Improvement (20%)
• Review of current practices and ways of working
• Design of alternative approaches in order to drive improvements
• Management of the Delivery of the change into the live environment

Customer tools (10%)
• Review approaches and tools used in Customer Care and the wider business to support Customers
• Recommend changes and deliver enhancements to improve efficiency, effectiveness and the Customer experience

SKILLS & KNOWLEDGE REQUIRED:

• Minimum of 3 years’ experience in a similar role in the financial service industry
• Proven ability to design, manage and deliver large scale change programmes across the business and a range of Clients
• Demonstrable experience of going into businesses, undertaking detailed reviews, recommending and then driving change and improvement
• Proven experience of implementing new tools in order to help deliver improvements and efficiencies
• Knowledge of card processing/Visa systems infrastructure is preferable
• Ability to build strong and effective relationships, up to and including CEO level
• Tenacious and thorough
• Positive in outlook with a ’can do’ attitude
• Proven ability to influence colleagues to achieve a desired outcome
• Self-starter with a considered approach to defining how best to proceed
• Pragmatic and structured approach, especially when under pressure
• Highly organised
• Great attention to detail
• Strong team player
• Excellent literacy skills
• Strong IT skills, Microsoft office and similar systems
• Ability to work to tight deadlines
• Educated to degree or similar standard

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