Job Description

About the role

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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

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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

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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.