Change and Transition Manager

2 weeks ago

Bellville, Western Cape, South Africa CX-International Full time

Role Profile and Person Specification

Purpose of the Role


As part of the Operational Excellence Team for CXI, the Change and Transition Manager will report to the Head of Operational Excellence.

Managing the change and transition portfolio in South Africa you will take responsibility for readiness, delivery and handover of strategic business transition projects and change programmes alongside the onboarding and set up of new business into CXI.

The Change and Transition Manager will provide operational insight on impacts, risks, costs and opportunities on new concepts, initiatives, and business change, using influencing skills to ensure successful project/ programme/ change/ transition completion and operational readiness that will deliver the best customer and agent experience for the business and partnership with our clients.

You will manage multiple work streams including Change, Transition and Transformation as well as ensuring key operational and business controls and tracking are in place for the operation to deliver.

Your main objective will be to ensure change and transition is implemented effectively and the measures of success are realised.


Key responsibilities:

  • Ensuring Change, Transition or project scope measures of success are clearly defined and agreed with the key stakeholders within the business and partnerships to meet the intended outputs
  • Design and implement a change governance framework that works for both CX and client partners
  • Delivering transition and change projects in line with agreed scope, objectives and timelines
  • Producing and maintaining programme plans
  • Own the RAID log and ensure stakeholders are always kept updated
- managing and mitigating any risk or issue activity as it arises

  • Ensure the project is delivered in a controlled manner in line with account governance
  • Always looking to improve or enhance the programme through continuous improvement making sound recommendations back to decision makers
  • Responsible for delivering an effective engagement and communication plan ensuing all stakeholder are kept update date on next steps
  • Host a weekly change steerco updating on the change and transition portfolio, key trends, issues, areas of improvement
  • Assess the impact of proposed changes on various aspects of the organization, including processes, systems, roles, and individuals.
  • Develop transition plans outlining the steps, timelines, and resources required to implement changes effectively.
  • Coordinate with project teams to ensure alignment between change management activities and project milestones
  • Identify training needs related to changes and transitions and develop appropriate training programs.
  • Define key performance indicators (KPIs) to measure the effectiveness of change management initiatives.
  • Foster a culture of change readiness, adaptability, and continuous improvement within the organization.
  • Promote awareness of the importance of change management and encourage active participation from employees.
  • Recognize and celebrate successes and milestones achieved throughout the change process.

Key Requirements and Competencies:

  • 2+ Years experience in Change Management
  • 1+ years experience in transition management
  • Matric
  • Ability to manage senior stakeholders
  • Excellent Presentation skills
  • Previous experience of managing a change/ transition to a budget
  • Experience in leading complex change and transition programmes
  • Cross Functional teamwork
  • Strong verbal and written communication skills
  • Excellent planning, organisational, presentation, time management and stakeholder engagement skills
  • Experience in building good working relationships
  • Clear criminal, credit and disciplinary records

Desired Requirements:

  • Project Management Qualification
  • AGILE, PRINCE2, PMBOK, PMI)

Job Types:
Full-time, Permanent

Education:

  • High School (matric) (required)

Experience:

Change Management: 2 years (required)
Transition Management: 1 year (required)

Application Deadline: 2024/03/08

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