Transformation Programme Lead

at  Zellis

SKILLS & EXPERIENCE

Essential Skills/behaviours:

• Developing, documenting, and managing programme scope, plans, dependencies, deliverables, milestones, KPIs, status reporting and commercial margin/P&L.
• Managing, mitigating, and facilitating the resolution for programme risks and issues.
• Exceptional communication skills and ability to develop robust and enduring relationships with a significant number of stakeholders, with regular reporting and presentations to C-suite/SLT individuals at Moorepay.
• Will have the gravitas, charisma, and knowledge to be credible in all business situations.
• Action oriented and collaborative team player with defined leadership qualities enabling them to gain confidence and buy-in from their peers.
• Capable of conveying complex concepts in simple terms and of tailoring their presentation style of delivery to suit their audience.
• Excellent interpersonal skills will be needed in order to build strong relationships and to sustain confidence with customers and other colleagues that will be critical to the success of this role.
• Experience managing people and cultural change programmes.

Critical competencies:

• Experience of working as a Programme Lead/Consultant working on significant cross-site / cross organisation and complex people and technology change programmes.
• Experience of managing complex Customer Experience transformation programmes and projects.
• Experience of managing multi disciplined project teams assigned to deliver a programme and range of project activities across multiple internal and customer workstreams.

The Programme Lead will be responsible for leading a small team of transition delivery colleagues, managing a suite of Moorepay transformation projects and ensuring that a robust programme governance structure is in place.
They must have excellent stakeholder management and client relationship building skills. They will be responsible for the successful leadership and management of end-to-end projects and programmes, including stakeholder relationship, programme or project plan, objectives, deliverables and milestones, risks and issues, cost and benefits, status reporting and governance.
This role will work closely with the Senior Leadership team and their direct reports across Marketing, Professional Services, Customer Operations and Product and Technology Teams to achieve the relevant delivery milestones on time, at the highest level of quality whilst enhancing the customer and colleague experience.
This role is a 12 - 18 month fixed-term contract and will be working on a hybrid basis ideally 3 days per week in our Swinton office. The role does also require travel, possibly overnight or for an extended period, to one or more Moorepay locations or partner offices. The nature of the projects/programmes will vary but must be delivered holistically to include property, commercial, people, technology and customer experience considerations.

Key responsibilities

• Partnering with all Moorepay teams to deliver the Customer Experience blueprint and develop a “One Team” approach to end-to-end delivery to ensure that all programme and change activities are delivered on time, at the highest level of quality.
• Programme management responsibility for the Moorepay Portfolio across new product launches, customer experience improvements, Professional services transformation and alignment with Group and Brand strategy.
• Leading and supporting the SLT in the delivery of a Cultural change programme to include tone of voice, hearts and minds, voice of the customer and putting the Customer at the heart of the business.
• Developing, agreeing, and maintaining a detailed programme plan across Moorepay, based on the Moorepay standard agile project methodology, including scope, deliverables, milestones and entry and exit criteria as relevant.
• Managing and coordinating all programme, project or change activities so that they are undertaken in accordance with the programme plan, including successfully transitioning the service to a live state with ongoing ownership from the relevant team.
• Working with the Customer Operations and Transformation Director, and other relevant senior leadership team members, managing the suite of programmes/projects and change KPIs, status reporting and exceptional budgets.
• Reporting on the ongoing performance of the programme to the Moorepay stakeholders, including Programme Steering Groups, SLT and Moorepay/Zellis execs as required.
• Onboarding, managing, coaching and supporting all programme resources in executing their activities and acting as the point of escalation for any execution issues beyond the relevant workstreams.
• Facilitating the provision of software, infrastructure, supporting tools and appropriate resources for each phase of the projects or programs to ensure all pre-requisites and ongoing support is in place.
• Managing the scheduling, preparation and facilitation of programme or change governance meetings (including milestone or stage gate reviews and sign off meetings) and to inform programme stakeholders of progress.
• Managing ongoing programme, project or change risks, dependencies and issues (including mitigation and resolution), and ensuring that they are reported and escalated to the SLT as required.
• Identifying and recommending ongoing continuous improvement proposals to the overall methodology, based on lessons learned, to ensure it continues to follow best practice and evolves with improved customer/colleague experience, automation, innovation and the latest agile or iterative delivery methodology in a customer friendly way.