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- 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: Hybrid working model with 3 days in the Swinton office.
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.
This is a full-time role working on a hybrid basis in our Swinton office 3 days per week.
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
- 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, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate 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 you join 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.
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Transformation Manager employer: Moorepay
Contact Detail:
Moorepay 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 interactions will show that you understand the core requirements of the Transformation Manager role.
✨Tip Number 2
Network with professionals in the field of project management and transformation. Attend relevant industry events or webinars where you can meet people who work at Moorepay or similar companies. This can provide you with insights into their culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare to articulate your experience with project governance and reporting. Be ready to share specific examples of how you've successfully managed projects, including how you handled risks and dependencies, as this is a key aspect of the role.
✨Tip Number 4
Research Moorepay's current initiatives and challenges in customer experience transformation. Understanding their strategic objectives will allow you to tailor your discussions and demonstrate how your skills align with their goals, making you a more attractive candidate.
We think you need these skills to ace Transformation Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in transformation management, change management, and project governance. Use specific examples that demonstrate your skills in leading projects and improving processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer and colleague experiences. Mention how your background aligns with the key pillars of the role, such as the Voice of the Business and Voice of the Customer.
Showcase Relevant Skills: Clearly outline your qualifications, such as Prince 2 or PMP certification, Lean Six Sigma expertise, and excellent communication skills. Provide examples of how you've successfully managed projects involving technology, data, and process changes.
Highlight Continuous Improvement Experience: Emphasise your experience with continuous improvement methodologies. Discuss specific projects where you identified opportunities for improvement and successfully implemented changes that benefited the organisation.
How to prepare for a job interview at Moorepay
✨Understand the Transformation Landscape
Familiarise yourself with the key pillars of the Customer Experience Transformation programme. Be prepared to discuss how you can contribute to enhancing customer and colleague experiences, as well as improving service efficiency.
✨Showcase Your Change Management Skills
Highlight your experience in change management during the interview. Discuss specific examples where you've successfully taken colleagues on a journey through change, ensuring buy-in and readiness for new processes.
✨Demonstrate Project Management Expertise
Be ready to articulate your knowledge of project management methodologies like Prince2 or PMP. Share examples of how you've established clear scopes, milestones, and governance in previous projects to ensure successful delivery.
✨Communicate Effectively
Since excellent verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. Prepare to discuss how you would manage business change communication and engage stakeholders effectively.
