Closing Date: 10/05/24
Location: Sunderland, Dublin, London, Amsterdam or Canada
Reporting to the Global CS Change Enablement Manager, the Global CS Change Enablement Leader will be responsible for making sure all Changes impacting the JET Customer Services operations are managed. You’ll work alongside business Change owners, multiple CS stakeholders and your colleagues in the wider Change Enablement team to make sure impacts are understood and change is landed and measured effectively.
You will lead a team of Global CS Change Enablement Specialists, who will report to you. You’ll have a key role to play in ensuring CS Change, Projects and Continuous Improvement initiatives are supported and coordinated locally, raising any issues as required and always ensuring all local stakeholders are informed and supportive of the Change. You’ll also work with our Adviser Experience (AX) Pillar where applicable to manage the Change roadmap and align to the central and local comms strategies.
These are some of the key ingredients to the role:
* Be the operational change leader for customer services and act as a Change business partner for the Operations leadership team.
* Lead, develop and coach a team of Change Enablement Specialists responsible for managing and executing changes across Customer Service.
* Coordination of all BAU change and operational change cascade content & execution in line with central communication framework and local strategy.
* Manage and continuously improve robust change governance in line with the Global CS Change framework, making sure all change requirements are documented and understood before change is released
* Maintain effective relationships to enable strong change management and limit impacts for CS teams
* Support documentation of change requirements, including Impact Assessment and Benefits Realisation, as part of a robust change governance process and ensure change management tools are completed effectively and are kept up-to-date
* Build relationships with Change Owners and colleagues in the wider Change Enablement team to ensure Change that impacts are planned in advance
What will you bring to the table?
* Prior experience as a Change, Comms or Project Leader or product owner role preferred, ideally in tech centric business or supporting a high volume business unit e.g. customer services, sales or logistics
* Prior experience in direct line management required
* Excellent communication skills, both written and verbal
* Independent thinker, proactive, able to see the big picture, and think “one step ahead“
* Flexible and comfortable working in a fast paced environment
* Proven track record of coordinating operational and process change
* Able to build excellent relationships and able to keep your finger on the pulse of what’s going on in the business
* Highly organised and detail oriented