The role requires a Change Manager with experience of delivering significant change programmes across multiple countries. Payments experience, preferably obtained in a Retail Fuels environment or a multi-site retail operation, is preferred but not essential. The role assumes overall accountability for managing the change, driving delivery and actions, identifying process change, coordinating training and comms, managing suppliers and internal stakeholders. Strong organisational skills are required as it is anticipated that the change will be delivered to multiple OUs in parallel.
Principal Accountabilities:
Take personal ownership and accountability for the efficient delivery of the business change workstream.
Develop and deliver comprehensive change plans for each OU to ensure successful switchover for staff and customers to the new systems and process.
Work with the OUs and central teams to adapt business processes and deliver to all staff – including marketing, partnership strategy, CRM, offer management, terms and conditions, reporting, call centre ops, finance, and retail staff – through a combination of training and comms.
Develop customer comms plan and work with each OU to localise for their customer base.
Manage dependencies on external projects including site automation and terminal replacement.
Manage reporting ensuring Progress, Finances and RAID issues are accurately reflected to the Project Manager and into Steering Committee meetings, with escalations as needed.
Ensure remedial action is taken as quickly as possible if any unexpected situations occur that will result in substantial changes in approach.
Create a standard change methodology to support ongoing product development.
Key Challenges:
Flexibility in working as the role is broad in terms of requirements.
Ensure all parties work closely together to deliver the required initiative outcomes.
Co-ordination across multiple OUs
Change impacts significant numbers of customers and staff, including all based at retail sites.
Ensuing continuity of service during cutover
Job Knowledge, Skills & Experiences:
The role is suited to a person that has previous experience in managing large change projects across multiple geographies and cultures. Ideally the change manager will be skilled in the delivery of customer facing solutions ensuring all the stage gates of projects are met and delivered to a high quality.
Strong focus on DELIVERY:
Understanding and experience of change programmes, preferably in the retail petroleum industry
Understanding and experience of payments
Experience in working with organisations across multiple geographies and languages and understanding the intricacies of project delivery across multiple cultures.
Ability to run scoping workshops to ensure the impacts are well understood and subsequent change planned in
Excellent communication skills
Strong conceptual, analytical, problem-solving, troubleshooting and resolution skills.
Proven ability to work with limited supervision whilst exhibiting strong time management skills and delivering with a sense of urgency and attention to detail.
Ability to demonstrate supportive relationships with peers, customers and third parties.
Ability to manage and extract maximum value from disparate teams.
Demonstrable experience of successfully managing large projects involving complex technology platforms migration with high business impacts
Able to identify, assess and articulate risks to senior management with mitigation strategies.
Proven ability working in a complex and ever-changing environment.
Excellent decision-making skills
Requirements
Academic Qualifications
Bachelor’s degree from a recognised University preferred.
Industry accreditation preferred.
Functional Skills
Strong Change Management Skill
Commercial Acumen
Ability to identify practical solutions to complex problems.
Ability to work in Multi-Cultural Teams across multiple locations and time zones.
Self-motivated with great organising skills
Key Competencies
Payment change experience
Attention to detail and quality.
Stakeholder Management
Team Leadership
Relevant Experience
Complex Change Management experience in large commercial organisations
Payments strategy
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