Process and Change Manager

Job title: Process and Change Manager

Band: 3

Location: Homebased

Contract: 12 month secodnment

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

Key purpose

The process and change manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures.

The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

The process and change manager will also have overall responsibility for maintaining a review schedule of contractual documents, managing changes to these, and assigning business analyst resources appropriately. 

Structure and reporting relationship

This role sits within the transformation team and will report direct to the Head of Transformation. 

Key accountabilities

• Project Management – Delivery of Change Request Projects to successful conclusion using and adhering to accepted processes and principles including the creation of risk registers and associated mitigation plans and the appropriate assignment of tasks to team members of a multi-functional background.
• Business improvement – Support Head of Transformation in delivery of a continuous improvement program.  In addition to taking a lead role in identifying and developing specific and cross-organisational fit for purpose solutions to meet client needs. 
• Relationship Management – Build and maintain positive client relationships with internal and external clients, at Senior Management level Heads of Service/ department). 
• Contract management – To ensure contractual obligations are produced in a timely manner and managed through the Stakeholder programme.  
• Data Analysis & Evaluation – Conduct interview with client representatives at senior management level or below and interpret and evaluate complex data (e.g. trends, extrapolation and regression) in order to diagnose and develop solutions to resolve cross- functional operational/ tactical client problems.
• Process Analysis – Analyse and document existing cross functional business processes to improve business performance.  
• Document control – Identify business critical and contractual documentation and maintain a review schedule of these.

Essential technical and professional skills, knowledge, and qualifications

• Communication - Able to communicate with Managers at senior manager level and can present issues in a clear and concise manner, via the most appropriate media.  Design and facilitate workshops to resolve problems, obtain information and data or redesign processes with senior managers from the client organisation. Design and deliver presentations. 
• Knowledge – Experience of working within the functional assessment space of either PIP, WCA or SB.
• Leadership – Ability to influence differing stakeholders and lead a team through transitions and change.
• Literacy - Able to analyse and interpret complex business information. Must be a competent writer of business letters and reports, with the ability to structure a coherent argument.
• Planning- Able to develop and manage medium scale innovation & business change project plans for cross-functional operational/tactical change assignments. 
• Business Awareness - Able to demonstrate a detailed understanding of the markets that Serco operates in, and a deep understanding of the public sector.
• Problem Solving - Able to interpret data accurately and develop creative, supportable, and implementable solutions to complex cross-functional business problems. 
• Governance, Innovation, Business Change & project management skills and experience required. 
• Evidence of a consistent record of delivery of personally led projects with positive feedback from Manager, peers and clients. 
• Proven capabilities in Transition, Project Management & Business Change methodologies.
• Expertise in the use of office automation tools including Word, Excel and PowerPoint. 
• Good experience of project planning tools such as Microsoft Project. 
• Advanced facilitation skills 
• Advanced presentation skills 

Additional features of the role

The role will be measured by:

• Positive feedback received from key stakeholders. 
• All risks managed with appropriate mitigation plans. 
• Achievement of relevant defined quality standards.
• Delivery of appropriate solutions on time and to budgets. 
• Overall engagement score of teams.
• Business cases and cases for change agreed by key stakeholders. 
• Benefits achieved.
• Individual utilisation.
• Compliance with Customer Solutions and SMS policies and procedures.

What we offer

• Up to 6% contributory pension scheme.
• Life insurance.
• 25 days annual leave plus bank holidays. Options for annual leave purchase.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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