Operational Change Lead
- Recruiter
- Confidential
- Location
- Luton
- Salary
- Competitive
- Posted
- 26 Aug 2020
- Closes
- 23 Sep 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Job Role: Operational Change Lead
Location: Luton
Job Sector: Transformation
Hours: 35 per week
As the Operational Change Lead, you will contribute to our vision of being the favourite residential property manager, as recognised by others by:
Supporting the delivery of a transformation agenda that drives a customer focused culture with a local feel, and a right first time approach, challenging behaviours and stakeholders where appropriate to gain the best customer outcome and connect the business with the customer mission underpinning operational transformation and their roles in this.
Creating and driving actions through change and project management expertise in a complex and evolving environment, ensuring the multiple layers of change are planned and executed brilliantly with minimal impact on our people.
Collaboratively working with leaders across the business and internal communications, ensuring an effective communications strategy is in place so that front line leaders feel connected to the vision of customer experience and transformation, and are well informed about objectives, updates and progress to drive advocacy.
This role reports to the Head of Transformation and has no direct reports.
About You
You have a solid understanding of change methodology and modern tools for change management with demonstrable experience of implementing successful change programs.
As you are customer-centric you have the ability to take an outside in approach to customer focussed transformation design and delivery.
With you high standard of communication skills and relationship building you are can influence individuals and engage and manage stakeholders at all levels of the business
You are a true advocate for change, and are always looking for ways to challenge the status quo.
Main Responsibilities
To be able to use and evaluate qualitative and quantitative data to support the business to make sound decisions about change programmes whilst create people and change plans that support our operational transformation principles and vision.
To act as a key interface and be the voice and conscience of our operation, ensuring that the activity, business decisions, performance and ways of working across the business are relevant, progressive and representative of what is needed in order to deliver for our customers. Ensuring leaders across the business are set up for success and have the tools to deliver for our customers.
Support and engage our leadership teams, including the Exec and Senior Leadership Teams, through an inspiring and engaging narrative and activity to ensure consistent level of knowledge and buy in.
Develop and drive a robust communication and stakeholder engagement plan that is based on the principles of Right message, Right Time, Right People and Right Channel.
Supporting the embedding of a continuous improvement culture across the business in order that a culture of performance convergence and optimisation on delivery and efficiency is achieved to deliver for the customer.
Keeping the business up to date with new activity and ways of working being developed across the Transformation team, in order that leaders are advocates and early adopters can release this benefit to the customer. In particular, working with the Operations Directors to ensure business readiness.
Take a lead role in encouraging and promoting collaboration across the business and finding ways to digitise the sharing of these in order that they spark creativity and a customer led culture across the business.
Accountable for the continuous review of operational activities, resources and focus to ensure that transformation and customer experience support where needed to hit all financial, efficiency, operational and cost targets whilst delivering a noticeably superior service to our customers.
Our Values
Friendly - We look out for people's best interests, and show them we care by dealing with them in a warm and friendly manner.
Inventive - We're creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.
Respectful - We listen, consult and take on-board people's opinions and needs. We understand the importance of the home and community in people's lives, and act with respect at all times.
Skilled - We've the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We're informed, and we're always building on that knowledge to constantly improve our quality of service.
Trustworthy - We're always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments
Location: Luton
Job Sector: Transformation
Hours: 35 per week
As the Operational Change Lead, you will contribute to our vision of being the favourite residential property manager, as recognised by others by:
Supporting the delivery of a transformation agenda that drives a customer focused culture with a local feel, and a right first time approach, challenging behaviours and stakeholders where appropriate to gain the best customer outcome and connect the business with the customer mission underpinning operational transformation and their roles in this.
Creating and driving actions through change and project management expertise in a complex and evolving environment, ensuring the multiple layers of change are planned and executed brilliantly with minimal impact on our people.
Collaboratively working with leaders across the business and internal communications, ensuring an effective communications strategy is in place so that front line leaders feel connected to the vision of customer experience and transformation, and are well informed about objectives, updates and progress to drive advocacy.
This role reports to the Head of Transformation and has no direct reports.
About You
You have a solid understanding of change methodology and modern tools for change management with demonstrable experience of implementing successful change programs.
As you are customer-centric you have the ability to take an outside in approach to customer focussed transformation design and delivery.
With you high standard of communication skills and relationship building you are can influence individuals and engage and manage stakeholders at all levels of the business
You are a true advocate for change, and are always looking for ways to challenge the status quo.
Main Responsibilities
To be able to use and evaluate qualitative and quantitative data to support the business to make sound decisions about change programmes whilst create people and change plans that support our operational transformation principles and vision.
To act as a key interface and be the voice and conscience of our operation, ensuring that the activity, business decisions, performance and ways of working across the business are relevant, progressive and representative of what is needed in order to deliver for our customers. Ensuring leaders across the business are set up for success and have the tools to deliver for our customers.
Support and engage our leadership teams, including the Exec and Senior Leadership Teams, through an inspiring and engaging narrative and activity to ensure consistent level of knowledge and buy in.
Develop and drive a robust communication and stakeholder engagement plan that is based on the principles of Right message, Right Time, Right People and Right Channel.
Supporting the embedding of a continuous improvement culture across the business in order that a culture of performance convergence and optimisation on delivery and efficiency is achieved to deliver for the customer.
Keeping the business up to date with new activity and ways of working being developed across the Transformation team, in order that leaders are advocates and early adopters can release this benefit to the customer. In particular, working with the Operations Directors to ensure business readiness.
Take a lead role in encouraging and promoting collaboration across the business and finding ways to digitise the sharing of these in order that they spark creativity and a customer led culture across the business.
Accountable for the continuous review of operational activities, resources and focus to ensure that transformation and customer experience support where needed to hit all financial, efficiency, operational and cost targets whilst delivering a noticeably superior service to our customers.
Our Values
Friendly - We look out for people's best interests, and show them we care by dealing with them in a warm and friendly manner.
Inventive - We're creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.
Respectful - We listen, consult and take on-board people's opinions and needs. We understand the importance of the home and community in people's lives, and act with respect at all times.
Skilled - We've the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We're informed, and we're always building on that knowledge to constantly improve our quality of service.
Trustworthy - We're always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments