Change Readiness Partner
Contact Centres, Road
We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.
This is the job
Change Readiness Partner
Closing date: Thursday 19th September
Full Time/ Permanent Position
The Change Readiness Partner is responsible for the successful delivery of pre-determined strategic change projects and programmes into the business, working within a change delivery portfolio. The change readiness partner will undertake all activities to ensure that the business unit is best prepared to accept, and successfully adopt change. They will have up to 3 direct reports and should view the leadership role they undertake as critical as the delivery of change initiatives to lead, develop and coach individuals within the team.
The Change Readiness Partner will also identify, initiate and deliver tactical change projects and programmes into the business, working with the Head of Business Improvement and relevant Portfolio Manager. Working closely with the Head of Business Improvement to develop plans and deployment strategies that ensure change is delivered with minimal disruption to the business unit and structured to fully leverage project benefits. The role will partner with specific areas of the organisation and act as the custodian of change delivery.
The Change Readiness Partner should be viewed as an expert in project management, change delivery, lean process as well as people development and leadership.
What will I be doing?
• Successfully deploy change initiatives into the organisation.
• Lead all change readiness activities to support successful change delivery (e.g. training, process design, resource and planning, communication).
• Develop plans and strategies that deliver change with minimal business disruption.
• Work with the Head of Business Improvement on future change and leaderships strategies.
• Support the end to end change governance process, supporting the resolution of resourcing challenges and ensuring the right change projects are appropriately prioritised.
• Support/lead the definition of change projects.
• Support appropriate project governance structures within projects, including but not exclusively, steering groups and working groups.
• Create project plans, risk logs, actions plans and manage change delivery against these, feeding into the broader programme / portfolio governance.
• Analyse existing business processes and other data sources in order to identify improvement areas and reduce waste. Quantify and initiate these projects as and where appropriate.
• Gain and maintain buy-in of operational staff and management to change projects/improvements identified through communication via workshops, presentations, one-to-ones, as appropriate.
• Prepare reports relating to change delivery and present these to management and senior management at informal meetings and formal presentations, in an agreed format.
• Ensure regulatory compliance is part of what we do and in-built to our business processes and all change activities.
• Develop and engage a team of change readiness coordinators, ensuring each has SMART objectives, regular and documented 121s, performance reviews and robust development plans in place.
• Follow the change governance processes in place and be a gatekeeper to ensuring all other change initiatives follow this process.
• Ensure all operational business processes are mapped or amended in-line with the business change, and feed in requirements to relevant project leads/work streams e.g. training, systems etc.
What do I need?
• Experience of delivering medium-large sized projects is critical.
• Understanding of lean process design and lean six sigma concepts.
• Previous experiencing working in a contact centre operation and/or similar, preferably with a regulatory background.
• Knowledge of products offered across Road and Insurance would be advantageous, although not essential.
• People leadership and people development skills
• Previous experience leading, developing and inspiring others is essential.
• Excellent PowerPoint, Project, Word and Visio skills are also a key requirement of the role. Triaster skills are advantageous.
• Powerful presentation skills are key as are excellent communication and interpersonal skills. With the ability to effectively communicate with anyone at any level in the organisation being critical.
• Ability to design and lead effective workshops is key.
• Unrivalled organisation skills, with the ability to multi-task and manage one’s own workload being absolutely essential.
• Excellent numerical skills and the ability to analyse and interpret complex data and translate into meaningful conclusions are key.
• Ability to work as a team player is critical.
• High motivation and energy are key to ensuring success in this role.
Education and Qualifications
• Educated to degree level, or proven business experience as a suitable alternative.
• Lean six sigma (yellow belt as a minimum).
• Prince 2 or similar project management qualification.
What else is expected of me?
Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.