Change Manager

Jun 05, 2024
Hyderabad, Pakistan
... Not specified
... Intermediate
Full time
... Office work

Change Manager

You are an experienced Contact Center Change/Project professional with extensive experience managing change and using Lean Six Sigma methodologies.

You will oversee and operate the readiness framework to sustainably coordinate and deliver business goals for strategic and continuous improvement initiatives.  You will build a robust stakeholder network within and beyond Fan Care that sets and achieves challenging goals that deliver impactful outcomes.

Responsibilities:

  • Collaborate with Operational Readiness Leadership to design and implement best practice methodologies & frameworks that ensure the successful launch and adoption of strategic initiatives
  • Lead, plan and manage operational readiness using structured change management methodologies;
  • Lead the assessment and understand impact of initiatives on Fan Care Player Experience and ROI
  • Create, maintain and communicate operational readiness calendars, strategies and plans;
  • ensure clear coordination, direction, and control in handoffs in Operating Model, Build, Test, and implementation lifecycle
  • Map and analyze stakeholders to develop & deliver clear stakeholder communication and engagement plans;
  • Identify skills and knowledge gaps, as well as solutions to bridge those gaps;
  • Evaluate & communicate operational readiness, risks and mitigation plans
  • Work with external teams to define and deliver Fan Care requirements;
  • Oversee lessons learned across stakeholder base to determine the success of operational readiness activities, ensuring that changes implemented align with strategic objectives
  • Provide tailored reports and insights across the readiness lifecycle
  • Set and achieve challenging goals and develop, influence, and manage great partnerships across  the business to deliver goals, remove barriers, and deliver impactful outcomes on time
  • Coach, guide, and support Operational Readiness team members to strengthen skills in Lean/CI and Six Sigma including root cause analysis, data analysis, data storytelling, presentation skills, effective communication, program management, stakeholder management etc…
  • Promote the operational readiness team, Player Experience, and Voice of Player culture, raising awareness and understanding of the value of Operational Readiness to create great Player Experiences

Skills & Experience:

  • 5+ years experience in an operational readiness/change or project management role;
  • Excellent knowledge and experience of Fan Care Operations, change management principles, methodologies, and tools;
  • Lean Six Sigma expertise to Green Belt or Black Level, with a commitment to professional and customer service excellence
  • Critical thinker with great research skills, including the ability to interpret complex data and then translate that data into actionable insights in a clear, concise, and cohesive way
  • Exceptional leadership, communication and relationship-building skills; ability to negotiate, deal with conflict, and influence people to get things done
  • Innovate problem-solver with a proven ability to prioritise and manage conflicting demands, owning and driving projects to successful completion
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