Job Responsibilities:

• End to end management of Operational Change ensuring required standards are met to deliver high quality outcomes.
• Determine critical path milestones to support prioritisation of change requests.
• Engage with key stakeholders across Operational and Support functions, leading regular change management meetings both face to face and virtually.
• Maintain and monitor all key milestones are achieved through the central Change Gateway Process, highlighting and mitigating risks which could impact change process compliance and delivery.
• Deliver weekly updates on progress of site-based change plans, providing regular insight of in-flight initiatives, and those in the pipeline.
• Collaborate with other Change Delivery Managers, the Communication Team, and Training Teams to ensure timely and accurate change communications and learning are provided to the relevant Operational teams impacted.
• Ensure each change and mobilisation activity aligns to the HW Strategic aim of the Perfect Contact Centre and aligned to the HW 6 Fundamental Values – Bring your A game, Strive for Greater, Enable and empower all employees, Do the right thing, Own it and Deliver unbelievable service.

Job Requirements:

• Experience of Change Management Delivery and awareness of Governance Processes
• Contact Centre experience.
• Knowledge of Project plan creation, milestone and progress tracking and dependencies
• Matric

Skills Required:

• Ability to actively engage in networking activity and adapt to feedback quickly.
• Capable to develop and execute change management.
• Committed to continuous improvement and development.
• Strong Organisational skills
• Strong Communications skills
• Able to think pragmatically and propose solutions to problems.
• High attention to detail and pride in your work         

 Competent usage of MS applications:

• Excel – data analysis, formulas, pivot tables, conditional formatting
• PowerPoint – Presentation creation for project status reports and proposals
• Word – Meeting minutes, project governance
• Outlook – Email communications, meeting scheduling, diary management
• Teams – Document creation and uploading, collaborative working environment.