An excellent opportunity to make a real difference. Part of the senior management team you will relish the challenge of heading up a change programme that will be the foundation of future best practice in operations, customer service, and proposition development.
What does the role involve?
To develop and oversee an effective Change Management strategy that includes:-
Appropriate use of change management techniques
Developing and implementing an appropriate technology strategy
Re-engineering business processes to ensure fit for purpose ensuring they meet the needs of its customers
Relevant staff training
Appropriate use of success measures and reviewing the quality of change management and implementing strategies for corrective action where necessary
Assessing the impact of change
Assessing points of resistance and proactively managing these
To proactively consult with and coach staff to support change and adopt new ways of working.
To coach and support Department Managers in delivering change and efficiencies to their business operation.
To work alongside the HR function when implementing change.
To be proactive in assessing, reviewing and maintaining all relevant risks including all operational, conduct and credit risk areas, ensuring the controls in place to mitigate the risks are robust and functioning effectively. To provide regular reports to all relevant risk committees.
To be responsible for own personal development and to keep up with current relevant issues in relation to own role and the industry
Scope and Range of the Job
Directly Supervising IT Manager and Support Services Manager
Qualifications knowledge, skills & attributes
Knowledge and experience of working in Financial Services
Change Management and project management qualifications
Knowledge of change management techniques - ADKAR/Six Sigma/similar
Leading, motivating and coaching
Team player with ability to build relationships
Planning strategies and tactics
Problem solving and root cause analysis
Excellent communication and listening skills
Ability to influence and promote vision
Flexible and adaptable
Behaviours & Competencies
Analytical Thinking - Makes complex analyses
Uses a range of analytical techniques as appropriate to break apart complex problems into component parts. Identifies a range of solutions and weighs up the value of each. Evaluates whether arguments or cases are complete or sound. Rebuilds the results of complex analyses, potentially from different sources, to form a sound, sustainable case. Creates order out of information that may come from many unrelated sources by finding the key interdependencies.
Thinking Customers First -
Puts in place methods to get an in-depth understanding of Customer requirements and coaches others to adopt a Customer perspective. Ensures that all actions, processes, and decisions deliver long term, sustainable customer satisfaction and loyalty as well as supporting the long-term interests of the business.
Positive Approach To Change - Champions change projects
Acts as a role model by championing strategic change projects and demonstrating commitment to an innovative environment where taking appropriate risks to drive continuous improvement is required.
Concern For Accuracy & Quality - Identifies issues and takes action
Sets high standards through quality of own work. Assesses validity of information, measures standards, identifies issues and takes corrective action. Where in a team/project leader role, ensures accuracy by checking that others are following procedures and delivering good work efficiently.
Drive For Achievement - Sets challenging goals
Sets challenging goals involving an element of appropriate risk for self and business area. Analyses costs vs benefits to enhance chances of success. Continuously looks for ways of doing things faster, better, more efficiently and ensures changes are captured so that they bring longer term business benefit. Sets out to excel by benchmarking against the best.
Impact And Influence - Uses complex influencing strategies
Uses chains of indirect influence and group process skills to achieve significant impact. Considers the value and belief sets of other parties. Uses a range of response tactics and deals with a variety of complex behaviours, values and motives.
Developing Self And Others - Establishes and meets future development needs
Plans longer term capability requirements against organisational requirements and delivery of a great service to our customers. Identifies creative ways of fulfilling needs. Finds or creates stretching activities/roles for individuals, including cross functional moves if appropriate. Willingly supports aspirations even at personal or team cost. Shows leadership in treating team mistakes as learning experiences, encouraging open discussion to agree future improvements and ways forward.
Leadership - Fosters disciplined freedom
Empowers others in significant ways; scale, resource, impact - within clear frameworks of authority and accountability. Makes people enthusiastic about the Society’s vision and goals. Clearly communicates strategy across grading levels and functions and level and makes the most of resources.