Change Manager Duties and Responsibilities:

• Taking a broad view of the environment to create a change strategy (including change and communications) across multiple interdependent projects or streams of work
• Articulating success and KPIs of the program and support communication for benefits of change
• Understanding and applying the principles of change and developing approaches to suit the situation using the Suncorp Change Framework tools and templates
• Developing and executing integrated change plans across complex streams or initiatives including key scope, milestones and governance
• Assessing employee readiness and managing trade-offs of competing priority delivery within a program or broader Suncorp Program of Work (POW)
• Managing change analysts on individual projects to align plans and work across functions (if applicable)
• Communicating across senior leaders and stakeholders to manage business readiness and impacts to strategies and plans

Change Manager Knowledge, Skills and Abilities:

• Extensive experience project and people engagement related change experience is mandatory
• Transformational change management experience mandatory
• Experience in Banking & Lending mandatory
• Excellent presentation and communication skills
• Experience working within transformations and agile environments is desirable
• Ability to deal effectively with pressure, ambiguity, and emerging conditions, and multiple tasks
• Identifies and analyses problems using a logical, systematic, sequential approach;
• Weighs relevance and accuracy of information; seeks/generates and evaluates alternatives.

Change Manager Roles and Responsibilities:

• Represent First MTR South Western Railway externally on operational matters affected by allocated projects.
• Provide project managers with subject matter expertise in order to deliver projects whilst complying with Railway Group Standards, First MTR South Western Railway safety management system and all associated rules, regulations and company procedures.
• In partnership with Network Rail and fellow Operations Project Managers produce briefing and/or training material that will ensure that First MTR South Western Railway colleagues are prepared for the infrastructure changes associated with allocated projects.
• Ensure that change is robustly managed through the application of risk assessment and application of the First MTR South Western Railway safety management system.
• Be first point of contact for station and depot working subject matter for the Project Operations team and provide a strong interface with similar experts within First MTR South Western Railway including those colleagues in Station Projects Interface and Engineering.
• Manage external stakeholder interfaces and ensure that affected parties are identified and engaged with. 
• Display collaborative behaviors that encourage an early engage culture and an environment of proactive working together.
• Effective internal communication within the projects team and other functional directors
• Produce clarity and understanding to encourage positive employee relations to support a culture of openness where working together is the norm.
• Provide the Head of Operational Standards with data on allocated projects to allow program management of route knowledge and other operational training and potential establishment impacts.
• Produce periodic reports as required by the Head of Operational Standards.
• In liaison with the First MTR South Western Railway program management office provide information to support a comprehensive Work Breakdown Structure for allocated projects.
• Collect and collate data to record and evidence any additional costs that may be incurred in the delivery of allocated projects.
• Maintain your own competence and practical knowledge of train driving, train dispatch, station dispatch, signal sighting and depot working
• Participation in the First MTR South Western Railway competence management system. 
• Maintain an excellent knowledge of company and industry standards and awareness of industry good practice in your field of expertise.
• Deliver personal objectives as agreed with the Head of Operational Standards. 
• Required to participate in company initiatives such as the Safety Plan and deliver actions assigned to you as part of those plans.

Change Manager Skills, Experience, Qualifications:

• Must hold a European Train Driving license and associated Complementary Certificate for SWR
• Should hold Nebosh General Certificate or higher
• Should hold Signal Sighting Qualification or be willing to obtain
• A proven track record of successfully delivering projects of significant value and complexity (>£5m) in a railway environment.
• A recognized professional qualification or European equivalent. 
• Membership of relevant professional institution or association or a willingness to work towards the achievement of such qualifications and memberships.
• Excellent stakeholder management skills.
• Experience of the whole project lifecycle, able to operate in the initial definition and development stage through to commissioning and handover.
• Experience in third-party tendering and contracting.
• The ability to foster motivation within the project team to meet demanding challenges.
• The ability to have a positive impact and influence key decisions.

Change Manager Roles and Responsibilities:

• Possession of project management certification or equivalent experience is advantageous.
• Responsible for analyzing the present state, developing alternative future-state approaches, and facilitating implementation.
• Staffing and performance management responsibility and compensation decision-making input for a team.
• Experience in change management or project management and managing teams is required.
• Project management certification or equivalent experience preferred.

Change Manager Skills, Experience, Qualifications:

• Solid project management knowledge/experience and demonstrated skill using the DMAIC process and methodology
• Experience in development of work breakdown structures and monitoring project progressions
• Solid experience providing estimates of time and required resources to complete assigned projects.
• Attention to detail, the ability to learn quickly, excellent time management skills, excellent written and verbal communication skills, professional and positive attitude
• Proven ability to work independently as well as part of a team
• Proven success communicating with and influencing associates at all levels of the organization
• Proven track record of matrix management and ability to leverage/ influence resources across teams without direct accountability to accomplish goals
• Excellent problem solving, conceptual thinking quantitative and analytical skills
• Experience simultaneously managing multiple efforts
• Demonstrated / measurable success in leading projects/initiatives
• Process design orientation: Understanding of control charts, measurement systems and MBF's
• Proficiency using Outlook, PowerPoint, and Excel including macros, charts, and pivot tables.

Duties of Change Manager:

• Proactive identification of issues and improvement opportunities
  
• Establish root causes of any errors and issues and implement solutions to address these
• Understand/ determine anticipated benefits and associated costs of all change activities
• Track changes and activities affecting Customer Service and Operations processes
• Work closely with Product Teams and technology partners within Paymentsense and third party suppliers to influence
• Identify opportunities based on best practices within operational environments
• Implement change in the operational environment and ensure an effective handover to the business owner

Qualifications of Change Manager:

• A genuine customer first attitude, with evidence to support this
• A team player, happy to work as part of a virtual team, collaborating with other internal departments to do the right thing for our customers and business
• Self-motivation and the proven ability to proactively identify improvement opportunities
• A data-driven approach to clearly demonstrate the cost versus benefit of improvement initiatives
• Strong experience in change management in a dynamic customer-focused environment
• Experience in liaising effectively with all relevant internal parties to improve the customer experience
• Excellent understanding of current Customer Service technical solutions
• Great communication skills

Change Manager Roles:

• Be a consultant & role model by helping to develop, drive, complete & adapt change plans and tools for the various projects and programs of work impacting our people
• Apply change management methods, processes and tools to create a strategy to support the adoption of the changes required by projects
• Build strong relationships with the business, through a solid and empathetic understanding of the project's impacts on people, to assist in shaping and delivering projects and their associated change plans.
• Provide day-to-day leadership and support to the change management effort for the assigned project
• Feed into the LSM Strategic Organizational Change Plan ensuring that change activity is effectively connected across the business; 
• Change lands well and is adopted; Capacity & 'mood' of the business is effectively better understood and managed.
• Work with the business to identify new change opportunities that haven't been considered as part of anything else (and where approved by SCO/COO) assist to develop preliminary business cases

Change Manager Education and Experience:

• Experience and knowledge of implementing change management principles, methodologies and tools e.g. PROSCI/ADKAR/APMG across multiple projects and programs
• Experience developing and driving the successful delivery of multiple change plans (including resistance management) 
• Flexible and adaptable; able to work in complex, interdependent scenarios and situations
• Experience as part of a team implementing major programs of change
• Experience with project management approaches, tools and phases of the project lifecycle  
• A recognized change management qualification or equivalent experience most desirable e.g. PROSCI/ADKAR/APM