Operations Change

5 months ago

Umhlanga, South Africa Huntswood Full time

**Job Overview**:
Huntswood is looking for a professional who plans, implements, and evaluates change initiatives delivering governed change and mobilisation which support a fast-paced contact centre operation.

The Operation Change Delivery Manager will be responsible for managing the end-to-end change gateway process for the timely delivery of change projects and mobilising resource into the contact centre.

Confident to engage fully in change meetings and day to day work making a positive contribution to the continual improvement of processes for Operational Teams.They will ensure that key stakeholders are engaged effectively and understand their responsibilities to support and enable the change or mobilisation required within agree timelines and to specific requirements. Being the primary point of contact for all stakeholders impacted by change and utilising the HW Change Gateway governance process for all operational change activity. This will include items such as the governance of impact assessment, user acceptance testing, post implementation review, managing and tracking actions, risks, issues, and escalations.

This role requires a high level of attention to detail and change management skills, leading the way by providing guidance to stakeholders through each stage of the change gateway governance processes.

**Responsibilities**:

- End to end management of Operational Change ensuring required standards are met to deliver high quality outcomes.
- Determine critical path milestones to support prioritisation of change requests.
- Engage with key stakeholders across Operational and Support functions, leading regular change management meetings both face to face and virtually.
- Maintain and monitor all key milestones are achieved through the central Change Gateway Process, highlighting and mitigating risks which could impact change process compliance and delivery.
- Deliver weekly updates on progress of site-based change plans, providing regular insight of in-flight initiatives, and those in the pipeline.
- Collaborate with other Change Delivery Managers, the Communication Team, and Training Teams to ensure timely and accurate change communications and learning are provided to the relevant Operational teams impacted.
- Ensure each change and mobilisation activity aligns to the HW Strategic aim of the Perfect Contact Centre and aligned to the HW 6 Fundamental Values - Bring your A game, Strive for Greater, Enable and empower all employees, Do the right thing, Own it and Deliver unbelievable service.

**Job Requirements**:

- Experience of Change Management Delivery and awareness of Governance Processes
- Contact Centre experience.
- Knowledge of Project plan creation, milestone and progress tracking and dependencies
- Matric

**Skills Required**:

- Ability to actively engage in networking activity and adapt to feedback quickly.
- Capable to develop and execute change management.
- Committed to continuous improvement and development.
- Strong Organisational skills
- Strong Communications skills
- Able to think pragmatically and propose solutions to problems.
- High attention to detail and pride in your work
- Excel - data analysis, formulas, pivot tables, conditional formatting
- PowerPoint - Presentation creation for project status reports and proposals
- Word - Meeting minutes, project governance
- Teams - Document creation and uploading, collaborative working environment.

**Core Behavior**

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

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