Key Stakeholders:
* Director of Operations
* Head of Operational Transformation
* Change leads
* Outsource partners
* Commercial Leads (Directors and Heads of)
* Heads of across Group Operations and Leadership team
Job Description
Summary of role
Our Operational Delivery Managers will be accountable for translating our outcomes and strategic initiatives from ideas into reality. We are recruiting 3 Delivery Managers who will be responsible for various projects aligned to the following:
* Re-mapping our end to end customer journey – and implementing changes to drive a back to basics approach, ensuring that each component of the customer journey drives us forwards to align to our aspirations of making it easy for customers.
* Growth, simplifying our approach to process (reviewing our systems, our scripting and compliance asks), supporting the commercial and marketing teams, being accountable for driving change to increase conversion and margin performance.
* Efficiency, identifying and implementing opportunities to reduce demand, remove cost and increase our usage of technology to simplify the lives our colleagues.
* Innovation, maximizing the return our new technology platforms to implement market leading tools to support better outcomes.
* Enablers – supporting initiatives that drive the change in culture we want to see across the group and landing a thought process of ‘digital first’.
Role and Responsibilities
* Taking on a portfolio of change projects, translating great ideas into credible plans and deliverables that benefit customers, colleagues and our commercial performance.
* Championing a business thinking approach, considering processes across the entire customer and sales journey.
* Resource allocation – working with various tribes and product teams to land changes as they relate to your initiatives.
* Stakeholder management – the ability to bring together various stakeholders from across the business and engage them in the challenge and create collaboration across the Group.
* Defining robust plans to implement each change, ensuring each project has clear outcomes, timelines and can be embedded whilst managing the day-to-day operational performance.
* Utilising best practice approaches to embed change aligned to the business readiness of the projects that you are accountable for, to ensure that ROI is generated and changes are landed first time.
* Providing program level status reporting for all projects, deliverables, dependencies, risks and issues.
* Working creatively to solve challenges in partnership with frontline colleagues, operational leads specialists and the wider teams.
* Run workshops and tease out the right actions to move outcomes forward.
* Managing the budget for each project and coaching/mentoring our delivery executives.
Essential Skills
* Proven background and experience of delivering multiple projects successfully, including change across operational areas, IT and general processes.
* A roll your sleeves up and get stuck in kind of attitude – we are not looking for project managers in these roles.
* Demonstrable curiosity to challenge the status quo and make things happen.
* A strong knowledge of operational and risk management principles and practices.
* Stakeholder Management.
Desirable Skills
* A strong understanding of Staysure processes would be an advantage.
Performance Measures
* OKRs are used to set objectives and measure performance.
Any other duties as appropriate and dependent on competency to perform.
Benefits of working with us
* Perkbox from day 1! - Discounts, bonuses and awards!
* Perkbox also includes a fantastic suite of tools for looking after your mental wellbeing.
* Take some time for yourself - 26 days paid holidays plus bank holidays, +1 day leave for every years service up to 30 standard days. And the option to buy more (Pro rata for FTC).
* Health and fitness, private medical insurance - Following the successful completion of any probation period, membership to the company PMI & gym scheme is offered with the option to add additional family members (excluding less than 12 month contracts).
* Discounted travel insurance - Discounted travel insurance policies with Staysure.
* Pension - 5% matched pension, auto enrolment after 3 months.
* Work hard, play hard - Fantastic team social events, including parties and on-site social Fridays.
* Milestone gifts - Up to 2 milestone gifts per year.
* Fund a goal - A chance to be nominated to fund a goal you have been striving for up to the value of £3,000.
* Fancy food or a coffee? - A subsidised on-site canteen and Costa Coffee in Northampton.
* Cycle to work - We'll support you with costs if you're someone who likes to cycle to work.
* Giving back - We are committed to supporting our community and offer 1 day of volunteering a year for every employee.
* Employee assistance programme - Health Assured who provide mental wellbeing support can be accessed through Perkbox.
Our Values
Better Together – Work as one team to get stuff done. Aim to deliver the best for our customers, our communities, our business, and our people.
Keep It Real – Inclusive and open-minded. Proud, bold and above all, transparent.
Dare to be different – Positively disruptive, forward-thinking, and ambitious. Never settle for mediocrity.
Do the right thing – Treat people how they like to be treated. Really care about what we do, we're accountable and we keep our promises.
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