Business Change Manager

We are currently recruiting for a Business Change Manager that will sit within the Business Change team, working as a group to deliver a varied book of change including strategic, regulatory, digital / IT and continuous improvement projects. This is a varied role to manage and support a broad range of projects, within different lifecycles, across the member services portfolio in line with our strategic and corporate objectives.

This role is responsible for supporting, leading, and delivering the business case for each change initiative through recognised industry change delivery methodologies which in turn will drive transformation of cost, revenue, and improvements in member experience. The role holder will work with the Operations, as well as teams across the wider business, PMO, Analytics and Configuration teams to formulate and execute against the transformation plan. They will develop our understanding of digital capabilities (current and future), to then develop plans to Test & Learn to drive digital usership and advocacy through our Centre of Excellence.

Main tasks & responsibilities:

• Providing effective project management discipline to the definition, planning and delivery of change initiatives within the portfolio.


• Manages multiple simultaneous projects requiring frequent communication, organization/time management and problem-solving skills.


• Demonstrates discretion in coordination of project scoping and selection to align with business objectives.


• Communicates across all levels on project and program progress.


• Leads business critical high impacting projects for the vertical and ensures they are delivered within planned timelines and with expected measurable output.


• Supports project teams/team members as needed to improve processes, provide project intervention and coaching, etc.


• Design and agree key project milestones, scope acceptable risks and priorities, ensuring that appropriate governance is in place to achieve successful delivery.


• Support the development of a process governance framework for the business ensuring that roles & accountabilities are clearly understood.


• Be a role model for the operations excellence standards; demonstrating consistent application of the operations excellence tools and techniques.


• To liaise with key stakeholders to raise their awareness around best practice; coaching the organisation to constantly improve.


• Awareness and research of developments in driving best practice thinking around digital technologies in driving continuous improvement and change.
  
  Proven experience and knowledge of process improvement tools, methods, and techniques.


• Experience in programme/project management or an equivalent operational role.


• Ability to understand processes and conduct root cause analysis.


• Experience of using process automation / digitisation techniques and technologies.


• Ability to quickly understand new and complex topics.


• Strong organisational, analytical, and problem-solving skills.


• Strong communication skills.


• Ability to influence multiple stakeholders and communicate well at all levels.


Desirable Knowledge, Skills & Experience

• Worked in pensions industry, ideally in a defined benefit scheme environment. If not the pensions industry experience in an administrative operational environment in a regulated industry would be valuable.


• Experience of Knowledge Management systems.


• Experience with Power BI and interpretation of the data analysis / visualisation.


• Experience working with DevOps.


• Experience of Contact Centre management technologies.
  
  Brightwell is the primary service provider providing fiduciary management services, member services, operational and secretariat services to the £37bn BT Pension Scheme (BTPS), one of the largest private sector pension schemes in the UK with c.260,000 members. Brightwell also provides fiduciary management services to the defined benefit section of the EE Pension Scheme which has c.£1bn AUM and 8,000 members.