Job Description. Department

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1 Job Description Job Title Business Change Manager Department Corporate Portfolio Management Grade (if applicable) Location Riverside Head Office Job Purpose Undertake the role of Business Change Manager for the Group, overseeing other Regional Business Change Managers to ensure the successful transition of all business change projects into business as usual (BAU) activity across the Group, in line with expected standards and consistent and in line with the required framework. Manage the successful transition of business changes within the Group s Head Office, ensuring the effective management of business readiness activities required to successfully implement all business changes. Accountable for managing the impact of the change, including progress reporting and monitoring risks and issues as required. Accountabilities or What You Have to Do Lead, motivate and engage with the Regional Business Change Managers, through matrix management, to ensure the delivery of a high quality service, developing and implementing a business readiness framework to underpin the IT and Change strategy and the Group s overall strategic objectives. Oversee all business readiness activity across the Group, ensuring expected standards are met, consistency is applied and appropriate frameworks are adhered to by the Business Change Managers, to support the effective implementation of required changes. Ensure the continuing development of business change capability and embed best practice across the Group, providing expertise, support and coaching for Business Change Managers as required. Supported by the assigned Project Manager, lead business readiness activity for projects cutting across more than one geographical/business area and where multiple Business Change Managers are impacted. Provide the interface between the Project Team and business operations to ensure the successful implementation of business change within the Group s Head Office. Collaborate with key stakeholders including the Project Manager, business managers, HR, IT and Communications to ensure the business change is planned, delivered effectively, on time and aligned to business expectations and the capacity to absorb the change. Support the Project Manager to develop the required plans for each project, including transition plans and testing and migration plans, ensuring all required activity is captured and delivered to support effective implementation. 1

2 Working with relevant line manager s, Identify, plan and manage local implementation activities required to ensure a smooth transition, working with key operational stakeholders to identify the required changes to processes, procedures, systems and behaviours. Ensure affected business areas within Head Office fully support project delivery plans by identifying assigning appropriate resources, (to be approved by line managers) including Subject Matter Experts for process design activity and users to support test activity. Ensure effective communications are delivered to all key stakeholders including briefings for senior business managers to assist with the decision making process, and progress updates and key messages are communicated to affected staff to keep them updated on progress as appropriate. Monitor the progress of business readiness activities within Head Office, reporting on progress including risks and issues and attending and contributing to the relevant Project Working Groups and business meetings as required. Working with relevant Business Leads, monitor and manage the operational impact of changes including the impact on business as usual activity, including Key Performance Indicators (KPIs) and the impact on performance levels, collaborating with key business stakeholders to identify and mitigate risks to delivery of business objectives. Identify requirements for additional project implementation effort and resource required to ensure successful implementation. Undertake a key role in the handshake with the project team to confirm that impacted business areas within Head Office are ready to receive the change. Define and implement appropriate checks and measures to monitor change benefits, ensuring that new systems, processes and behaviours are embedded effectively to guarantee future success and desired business outcomes. Contribute to the performance and development of the Business Change Managers, through matrix management, providing expertise and coaching as required, ensuring a quality service is provided and under performance is dealt with appropriately. Support continuous improvement through routine and bespoke analysis, including feedback from stakeholders and identification of risks, to identify opportunities for improvement. Ensure that all data protection requirements are met in accordance with the Group s policy, procedures and statutory requirements. Ensure that health and safety requirements are met in accordance with the Group s policy, procedures and statutory requirements. Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. 2

3 Knowledge, Skills and Experience Essential Experience of successfully leading, managing and motivating teams (including through matrix management) and managing team performance. Experience of successfully managing business change within a large, complex multi-site organisation. Excellent stakeholder management with a track record of building strong working relationships and the ability to communicate at all levels across the business and successfully persuade and influence others Strong planning and organisational skills, ideally with previous experience of working in a project environment. Awareness of project management methodologies. Understanding of risk management principles. Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. Excellent attention to detail with the ability to work accurately under pressure, deliver to strict deadlines and manage conflicting priorities. Results driven with strong analytical skills, including the ability to analyse information, and experience of providing meaningful management information. Commercially aware with a focus on continuous improvement and the ability to drive change. Excellent team player who can work flexibly to meet business requirements. Desirable Degree qualification in a relevant subject, or equivalent. Knowledge of the Group s Corporate Strategy, Plan and Target Operating Model. Understanding of the Group s current operating model. Experience of project management, preferably with an understanding of definition, inception and design methods and techniques. Previous experience of leading business readiness activity within the Commercial or Public Sectors. 3

4 Competency Framework Focussing on customers Continually seek to improve quality and standards of excellence in customer service. Provide rapid, effective and cost effective responses to customer needs. Ensure that at all times you show a desire and willingness to address the needs and to manage the expectations of internal and external customers. Respecting every individual Undertake your own development and manage your work life balance and exhibit behaviours that support Riverside s vision and values. Demonstrate an awareness of community and cultural diversity and your own behaviour in relation to others. Working together Work with others to deliver excellent service to your internal and external customers. Constructively builds relationships in order to demonstrate an understanding and awareness of others needs, opinions and feelings. Communicating positively and listening to understand Communicate clearly, appropriately and persuasively using listening skills to ensure understanding of the message being delivered and received. Correctly interpret information from a range of sources to inform decision-making. Ensure all methods of communication are of a high standard and comply with the Riverside Communications Policy and Riverside Service Style. Challenging the conventional Not afraid to challenge existing processes and procedures where they do not deliver the best possible service. Respond to needs and issues identified by our customers, staff and partners by using innovative solutions, new approaches and is not constrained by tradition or experience. Going for it and sticking with it Exhibit behaviours that drive activity to achieve results and work in a way that ensures that both short and long-term goals are delivered as efficiently as possible. Your own performance is planned and managed in a way which delivers high standards and results. You are confident in making difficult decisions and are prepared to stand by them. Maximising value, minimising waste Monitor activities to ensure that budget targets are met taking proactive action should variances occur. Manages team, financial and environmental resources more efficiently and effectively to improve our service and the environment. Identifies areas within the business where a reduction in waste can be achieved. Leading others Lead the way by providing clear direction, setting the standard for excellent service and inspiring others to achieve results. Drive Riverside towards realising our goals by embedding our values in everything we do. Influence others and align strategic direction and change to our values. Promote an understanding of how everyone contributes to the success of Riverside. 4

5 Additional Information The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role. The role will be exposed to sensitive information, therefore the role holder is expected to maintain levels of confidentiality at all times. The role holder is expected to be committed to equal opportunities and to promote nondiscriminatory practices in all aspects of work undertaken. 5