At a Glance
- Tasks: Lead and coordinate projects to enhance customer and colleague experiences.
- Company: Moorepay is a vibrant team of over 500 professionals focused on exceptional service.
- Benefits: Enjoy a competitive salary, 25 days leave, private medical insurance, and flexible benefits.
- Why this job: Join a culture prioritising mental health, work/life balance, and inclusivity while driving impactful change.
- Qualifications: Prince 2 or PMP certification, change management experience, and excellent communication skills required.
- Other info: This is a full-time hybrid role based in Swinton, Manchester.
The predicted salary is between 43200 - 72000 £ per year.
About the role
Moorepay is taking forward a Customer Experience Transformation programme to enhance the quality of customer and colleague experience, and the efficiency, effectiveness, and usability of these services. This will reflect the key pillars of: Voice of the Business; Voice of the Customer; Voice of Employees.
This change programme involves a number of projects with inter-related objectives and activities. These require further strategic development, shaping and scoping, assessment of opportunities for improvement, and then ongoing leadership, coordination, and delivery:
- Service capability & culture
- The establishment of Customer Hubs – consistency of processes, performance SLAs, and optimising the performance of the operational delivery ‘engine room’
- Customer Journey, Insight, and Measurement including review of MP martech stack
- Adoption and embedding of Service enabling Technologies
The Transformation Manager will lead, shape, and coordinate a range of inter-dependent workstreams and initiatives, to allow us to successfully achieve our strategic objectives.
This would include business process and continuous improvement expertise, as well as change management expertise – taking colleagues on the journey, gaining buy-in, and ensuring that colleagues are geared up, involved, and ready to deliver and adopt changes.
Projects are expected to include digital, data, process, and people improvements and this role will be responsible for their planning, governance, communication, monitoring and delivery.
The role will ensure clear roles and responsibilities within the projects, harnessing different resources and ensuring contributions are optimised to hit milestones by managing dependencies, issues, and risks.
The individual will bring best practice project management methodology, and be able to articulate confidently what good looks like and demonstrate the benefits of its’ adoption to enable project success.
Accountabilities
- Identify opportunities for improvement that reflect programme objectives, adopting continuous improvement and utilising business process improvement techniques
- Establish clear phases, milestones for projects that reflect business targets and requirements
- Establish clear scopes, and business cases for projects that enable clarity of outcomes, shared goals and expectations, including benefits
- Ensure that effective governance is in place for projects, including timely and quality reporting
- Manage a RAID log for designated projects
- Business change communication, engagement, and business readiness
Responsibilities
- Ensure projects have a defined scope for delivery and baselined plan, cost and resource allocation
- Management of project steering group / working group and their servicing
- RACI chart for project team
- Reporting and Risk management
Skills & experience
Skills
- Prince 2 or PMP Certification or similar
- Lean Six Sigma or alternative methodologies that support continuous improvement and business process design
- Change management
- Excellent verbal and written communication skills.
- Experience in planning and delivering projects that include technology / data/ process change
- Clear and concise reporting
- Experienced at establishing and maintaining effective project governance including servicing and leading project boards
Beneficial Experience
- A strong background in change programmes design and initiation
- A background of implementing best practice delivery methods
- Benefits realisation experience
- Operational experience within HR / Payroll that can inform programme design and prioritisation
Benefits & culture
Part of the Zellis Group,Moorepayisa team ofover500friendly professionalsacross four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India).We’repassionate about making Moorepay a fantastic place to work for every single one of our colleagues.The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if youjoin our team:
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
#J-18808-Ljbffr
Transformation Manager employer: Moorepay Limited
Contact Detail:
Moorepay Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Transformation Manager
✨Tip Number 1
Familiarise yourself with the principles of change management and continuous improvement methodologies like Lean Six Sigma. Being able to discuss these concepts confidently during your interview will demonstrate your expertise and alignment with the role's requirements.
✨Tip Number 2
Network with professionals in the transformation and project management fields, especially those who have experience in customer experience programmes. This can provide you with valuable insights and potentially lead to referrals that could enhance your application.
✨Tip Number 3
Prepare specific examples from your past experiences where you've successfully led change initiatives or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses, as this will help you articulate your achievements clearly.
✨Tip Number 4
Research Moorepay’s current customer experience initiatives and be ready to discuss how you can contribute to their transformation programme. Showing that you understand their goals and challenges will set you apart from other candidates.
We think you need these skills to ace Transformation Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Transformation Manager position at Moorepay. Understand the key responsibilities and required skills, such as project management methodologies and change management expertise.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the role's requirements. Emphasise your background in continuous improvement, project governance, and any certifications like Prince 2 or PMP that you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience transformation. Use specific examples from your past work to demonstrate how you have successfully led similar projects and achieved measurable results.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Transformation Manager role.
How to prepare for a job interview at Moorepay Limited
✨Understand the Transformation Goals
Familiarise yourself with Moorepay's Customer Experience Transformation programme. Be prepared to discuss how your skills in change management and continuous improvement can contribute to enhancing customer and colleague experiences.
✨Showcase Your Project Management Expertise
Highlight your experience with project management methodologies like Prince 2 or PMP. Be ready to provide examples of how you've successfully led projects, managed risks, and ensured effective governance in previous roles.
✨Demonstrate Communication Skills
Since excellent verbal and written communication is crucial for this role, practice articulating your thoughts clearly. Prepare to discuss how you have engaged stakeholders and communicated changes effectively in past projects.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to identify opportunities for improvement and manage inter-dependent workstreams. Think of specific scenarios where you've successfully navigated challenges and driven positive change.