MANAGER - CHANGE AND DELIVERY

• You are a change management and delivery professional.
• We are looking for candidates to make an positive impact to the Direct Lending business the execution of the CSD Strategy.
• Together we will deliver and manage changes that result in exceptional customer outcomes.

• Partner with Pace Crews to deliver changes required to uplift the customer experience across our business teams, including Direct Banking, Direct Lending and Collections & Recoveries.
• Lead the end-to-end delivery of initiatives and projects that enable our frontline teams.
• Facilitate change management activities, ensuring the changes are successfully embedded in frontline teams.
• Utilise various data points (QA, NPS, Complaints, front-line feedback) to contribute to the improvement of the customer’s experience via Breakpoint forums, and identify the required areas of focus for the team.
• Use your knowledge of frontline operations and customers to support Crews to identify and solve for customer breakpoints and ensure that solutions are suitable and fit-for-purpose for the impacted customers and operations.
• Undertake solutions design based on your strong understanding of CSD operations.