Business Change Manager Client Services Delivery

Our work touches the lives of millions of people. WTW Outsourcing Business is dedicated to helping our clients deliver excellent experience to the members of their pension schemes. We have a strong focus on member centric service delivery and highly functional member portal solutions which is recognised by our clients and market intermediaries. Through a commitment to quality and service, we have a 98% client retention record. In the UK we are the No. 1 administrator to the top 200 private sector pension schemes and our target market is medium to large private sector organisations.

Within Outsourcing Business we are looking for a Business Change Manager who will have a dual reporting line to the Head of the Project Management Practice and the Business Change Lead, with the primary focus of leading the delivery and change management activities across:   

• the migration of existing/new clients onto Outsourcing GB’s new digital pension products
• the implementation of new systems and services for the administration of client pension schemes

The Business Change Manager will focus on project delivery, covering all aspects of project management (project planning, milestone tracking, resource management, project governance, stakeholder management), and will work with the Business Change Lead to implement Change Management best practices. The job requires a motivated individual with a track record of delivery in complex environments, who can autonomously shape and drive project activities from initiation through to completion.  

The role is business and client facing, and will partner with Client Relationship Managers, Operational and Delivery Teams to drive best practices of delivery and change management, including the:

• Planning and implementation of client rollouts to new products and services
• Definition and execution of business change activities (testing, training, communications and adoption) to ensure a smooth transition during release
• Identification and management of risks, issues and dependencies across the delivery lifecycle
• Management and quality assurance of business change deliverables throughout the project

The Role

Key accountabilities include

Business Engagement

• Provide timely and accurate reporting across workstream(s)
• Build effective relationships with key stakeholders, providing clear and regular updates on progress 
• Articulate prioritisation requests when required, clearly articulating impacted to delivery 
• Contribute to the management of project and program Steering Committees
• Foster trust and collaboration across all team members to work as one unit, assisting teams to resolve destructive conflict

Planning

• Partners with the workstream lead(s) to define detailed project plans, shaping milestones and key deliverables 
• Works within the project team to deliver detailed work-break down structure, capturing dependencies and balancing resource constraints within the workstream
• Tracks and manages the progress of committed deliverables
• Co-ordinates working group meetings across the delivery team and SMEs within the business
• Governs and reports on the health of the project, maintaining RAID logs, meeting materials, project plans and project status
• Works autonomously to identify and resolve risks and issues, providing solutions to enable effective delivery of business objectives

Delivery

• Work collaboratively with client managers, operational teams and clients to capture any client specific business implementation requirements 
• Manage the delivery of business and client acceptance plans and reporting metrics 
• Maintain a constant focus on post-transitional operations to identify and resolve any business impacts

Change

• Define and manage the business change activities to successfully deliver the project, including (but not limited to) strategy and plans across:
  • communications
  • training
  • testing
  • rollout and transition
  • operating model

Best Practice

• Actively manage dependencies across projects and programs
• Provide high quality, timely, accurate materials at all times to all stakeholders
• Communicate with all stakeholders to ensure that all central team deadlines are met
• Coordinate and share best practices across the transformation function as needed to drive efficiency
• Ensure that Lessons Learnt sessions are undertaken by the team and all outputs are logged and tracked 
• Ensures that benefit realisations from all deliveries are recorded centrally
• Ensure adherence to all project policies and standards, as set by the Head of Technology Management 

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Requirements

Knowledge:

• Highly experienced project manager with experience across Waterfall, Scrum and hybrid (W-Agile) methodologies
• Previous experience in provisioning of new digital products and/or migration of large scale technology systems
• Pension or Pensions Product knowledge

Skills:

• Proven leadership experience in achieving successful project outcomes.
• Track record of delivering strong results in large scale/complex software development projects. 
• Experience working with distributed software development products and teams. 
• Demonstrated Ability to lead cross functional teamwork in and across teams and organizations. 
• Strong verbal, written, interpersonal communication and negotiation skills. 
• Ability to develop project plans, manage individual deadlines and goals, including project metrics and dashboards. 
• Strong ability to identify potential issues and dependencies early. 
• Quickly facilitates mitigation plans, alternative approaches and communication of risks.
• Experience with JIRA, Confluence, SharePoint beneficial
• Analytical thinker with creative problem solving skills and attention to detail.
• Good working knowledge of recognized Project Management frameworks e.g. Prince 2, PMBOK 
• Change management experience on complex projects

People Skills:

• Drive and enthusiasm with the ability to motivate teams to deliver
• Ability to create an environment that encourages professional development
• Ability to build strong working relationships, with IT and business managers
• Ability to influence, network and collaborate with stakeholders
• Negotiation and persuasion skills
• Excellent and effective communication
• Actively practices emotional intelligence (empathy, self-awareness, self-motivation, self- management) on project teams and throughout the enterprise.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [email protected].

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