Business Analysis & Change Manager

• Support Branch and Contact Centre leadership teams and colleagues to be operationally ready for new changes impacting the frontline




• Impact assess initiatives to understand testing, demand, colleague training and knowledge requirements, customer journeys, controls, process updates and communications




• Implement change across customer-facing operations, including TSB Integration




• Manage an individual portfolio of initiatives and personal capacity to deliver channel changes




• Manage testing and build and deliver new processes and initiatives




• Consider customer experience, face-to-face and voice demand, and colleague capacity




• Provide regular updates and opportunities for channel leadership to input and shape changes




• Support the Distribution Change and Comms team in managing delivery alongside the wider channel change outlook




• Support collaboration, simplification, and customer and colleague focus

Requirements

• Experience in a customer facing environment (Preferred)




• Process Improvement (Preferred)




• Project management or operational readiness (Preferred)




• Knowledge and understanding of frontline colleague systems and processes (Preferred)




• Understanding of Customer journeys, products, services and channels (Preferred)




• Organisation (Required)




• Good written and verbal communication skills (Required)




• Problem solving (Preferred)
  
• Adaptability (Preferred)




• Stakeholder Management and collaboration (Preferred)

Core Competencies

Demonstrates strong organizational skills and effective communication abilities while managing change initiatives in customer-facing operations. Capable of assessing impacts on customer journeys and collaborating with stakeholders to implement process improvements.

Highest-signal resume keywords

• Organizational Skills




• Good Written And Verbal Communication




• Stakeholder Management




• Process Improvement




• Project Management

Hard Skills

• Process Improvement




• Project Management




• Operational Readiness




• Understanding Of Customer Journeys




• Knowledge Of Frontline Colleague Systems

Soft Skills

• Good Written And Verbal Communication




• Problem Solving




• Adaptability




• Collaboration

Industry Keywords

• Customer Facing Environment




• Channel Changes




• Customer Experience




• Colleague Capacity




• Testing

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