Director– Change Delivery Manager
• Our Change Management team is engaged by the Capital Markets and Banking businesses to handle large scale or complex business initiatives.
• This role is to build and maintain a high functioning internal consulting group to provide the Business areas with an internal alternative to using external consulting companies that are typically brought in at short notice to handle Change. Use of this internal team will enable us to reduce consulting spend and reduce the loss of institutional knowledge at the end of a project relative to engaging a “Big-4” consultancy. This senior role will be responsible for:
• Building the team:
• Identify the optimal skill set for a team of 12 total that can provide the Business with the best match to their needs for future consulting. This will require liaising with the various business clients to determine the correct mix of Program/Project Management skills and business area expertise such as Regulatory, Fixed Income, and Equities etc.
• Identify and hire suitable candidates with the necessary skills and aptitude to fit the model defined either within the Firm or by identifying qualified external candidates. 10-12 hires are expected during the first year of operation.
• Building the initial book of work for this team through close collaboration with the Capital Markets and Banking Business areas.
• Actively managing the team on a day to day basis to ensure they are assigned to a high profile business project that would normally have been handled by a “big-4” consulting firm or engaged on short term assignments while “on the bench”. This will entail working with the business on a regular basis to ensure they are aware of upcoming business needs.
• Monitoring and reporting on the effectiveness of this team through regular Reporting of Delivery against targets and cost saves through reduction in external consulting spend.
• Position covers Capital Markets, Regulatory Reform and Banking and calls for a background that spans IT and the business.
• They act as a role model, leading as one global team, demonstrating active leadership and communication. As a senior leader they need to be able to operate at Executive level, across regions and Global businesses. Change Delivery Managers are responsible for deploying the Program Management framework and instilling good program disciplines within their program and across Global Change Delivery and the Group. The role holder has end to end responsibility for all aspects of the program, including definition, controlling execution, change management and implementation. They are also responsible for effective handover to the business to support effective benefits realization. They work closely with the Portfolio Manager and Global Portfolio Management Office to ensure alignment of their program with the wider change portfolio and the Group Strategy, Values and Behaviors.
• Change Delivery Managers will play a people / team management role within the projects / programs they work on. As members of the GCD management team, they will also have line management responsibility for a group of more junior resources within their resource pool (as related to their job family).
• Alongside program delivery responsibilities, the Change Delivery Manager will be a member of the Global Change Delivery management team and will have responsibility for a pool of Program Managers, Senior Project Managers and Project Managers (being responsible for people management, performance management, resource management and professional development).
Impact on the Business
• Value Creation
o Defines the shape and structure of the Change in developing the Program Plan (which could be global/multi-country or cross business)
o Engages with stakeholders to create buy-in for the plan
o Plans effectively around delivery constraints and optimizes the plan to maximize benefits and minimize risk.
o Actively manages and co-ordinates the portfolio of program plan/roadmap, handling changes as they arise and keeping stakeholders focused on the agreed change outcomes and benefits
o Monitors team deliverables to ensure that changes proceed effectively through the change control process. Challenges and intervenes where there is scope creep, budget overrun and plan slippage.
o Proactively determine, analyze and identify process performance metrics and measurements and dictates improvement plans to track and drive on time delivery and adherence to budget.
o Plans and analyses costs, tracking operating and capital spend against business case commitments
o Influence and collaborates with stakeholders and business partners, building strong relationships to ensure consensus and influence change outcomes. Fosters open and honest communication which anticipates stakeholder expectations.
o Obtains sponsor and stakeholder buy-in for program plans, commitments and changes
o Obtains sponsor and stakeholder sign-off for key deliverables and tollgates
o Anticipates and identifies existing or emerging risks/issues.
o Oversees the tracking of strategic program risks/issues/dependencies, assesses the impact on the benefit realization for the program and takes action to minimize impact
o Defines and articulates to stakeholders the targeted benefits and owns responsibility for benefits management throughout the program life-cycle
o Plans and manages the implementation of the change, to ensure business benefits are realized and that the transition from current state to target state is smooth. Ensuring that the organization and other change audiences are ready, willing and able to function in the new business environment
o Works closely with delivery partners to shape the program, ensuring there are clear goals, benefits, scope, governance and delivery structure with planning, design and estimating, bringing together delivery and business partner teams; actively managing dependencies between these teams and other projects and programs
o Acts as a change leader with the business leadership and business sponsor – a visible and clear leader for the program and the delivery of its outcomes and benefits
o Sets the pace and operating rhythm, driving a culture of achievement and ensures pace by identifying and removing barriers to project success
o Promotes pace and energy within the team and leads by example
Customers / Stakeholders
• Operational Performance
o Assigns Project Managers and other change resources in the internal consulting group to ensure optimal utilization of these senior resources.
o Ensures most efficient course for delivery by identifying and removing barriers to program success
o Demonstrates financial acumen to develop a detailed business case, including investments, detailed benefits and link to overall finances of the business.
o Provides timely reports on program status, risks and issues, evaluating program performance based on management information
o Reviews and constructively challenges project / workstream status reports and ensures all aspects of program performance are being managed effectively
o Manages and reports on the program budget, acting on any variance and promoting good budget control across the program’s workstreams
o Monitors project risks, issues and dependencies, promoting good risk management across the program’s workstreams
o Monitors project change control, ensuring any changes to baseline are managed through change request and all impacts are considered
o Promotes and takes accountability for program quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective and timely decisions
o Ensures program and project teams follow Global Change Delivery frameworks and methodologies
o Sources program support from Global Portfolio Management Office where appropriate
o Captures key learns from each Program and feeds these back into Global Change Delivery to improve methodologies and share best practice
o Ensures governance processes and decisions are applied consistently, including: Engaging the program sponsor and stakeholders effectively
Leadership & Teamwork
• Capability and People Development
o Identifies the resource requirements of the program, requesting the appropriate resource by skill set and/or experience, through the Global Change Delivery resource management process. Works with the business and delivery partners to ensure adequate resource is provided to the program
o Ensure effective and appropriate resourcing to project lifecycle with the right blend of skills and good working relationships
o Ensures good project induction and orientation – i.e. the team understand the program context; program and workstream structure/content, stakeholder importance and how this links to strategy
o Defines high level responsibilities and objectives for project and program teams
o As a role model, encourages collaboration and team work within the program and with other teams
o Able to form effective global and multi-disciplinary teams (resources from Global Change Delivery partners, business partners and externals)
o Maintains a strong focus on people development and ensure program resources receive any necessary training and support particularly on the Global Change Delivery frameworks
o Provides regular constructive feedback and coaching to individuals to support their development and career progression
o Drives a performance management based culture to improve and drive efficiencies and performance including the effective management of under performers
o Leads performance management process around objectives, review and calibration within the program
o Promotes the Group’s Values and strategy by creating a positive work environment and promoting teamwork to drive Global Change Delivery engagement
o Rolling resources off the project team in a planned and responsible manner, completing performance feedback and helping resources move onto their next project
o Actively and continually seeks to improve operational effectiveness of the group by staying up to date with project and program management techniques.
• Working across multiple markets and business/functions
• Defining the approach and dealing with complex requirements and unique projects – often one off initiatives
• Management and control of multiple complex global programs/business transformation which have ambitious goals and high change requirements
• Achieve sustainable saves and measurable improvements across the program as set out in the business case
• Management of stakeholders and sponsors globally
• Ensuring the team is engaged in work that replaces external consulting functions and thus provides the funding necessary for this team. This includes identifying suitable KRIs that support the formation and continuance of the team
• The vision statement for Change Delivery is “To be the businesses” primary change partner, support the implementation of the Group Strategy and make change a source of sustainable competitive advantage”
• Change Delivery Managers are typically responsible for the delivery of globally driven, globally coordinated or large country specific programs. They are required to lead the change initiative, take strategic decisions, operate at an executive level and manage global stakeholder and sponsor relationships. Program governance should be in accordance with Group Standards Policy and Procedures.
• The Change Delivery Manager role is distinct from the Program Manager role in the scale, complexity and importance of the programs they manage. They will typically manage the larger global or enterprise wide programs within the portfolio. These will be Business Priority Programs, as defined through the portfolio management process.
• The jobholder will not be subject to close supervision, and will be expected to exercise independent initiative in proactively overcoming obstacles to success, dealing with uncertainty and changing circumstances, such as interdependencies, opportunities or risks. He / She will be expected to adopt an agile and flexible approach to work and an outstanding level of professionalism and conduct.
• The role holder will operate within the usual authority limits for a Change Delivery Manager
Management of Risk
• Ensure employees apply compliance, operational risk controls in accordance with regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• The jobholder will also continually reassess the operational risks and likelihood of operational risk occurring. This will be achieved by reviewing risks associated with the role and inherent in the business, taking account of changing global economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new processes. Effective and timely remedial action should be evidenced.
Observation of Internal Controls
• Maintains internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• The jobholder will adopt the Group Compliance Policy by escalating any identified compliance risk in liaison with, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
• Change Delivery Managers adhere to the Groups standard tools and methodologies : Program Management Framework
• Global Change Delivery Project Management Framework (RBPM) Group Standard Business
• Case Clarity
• Excellent understanding of Global Change Delivery frameworks, methodologies and best practice techniques
• Excellent understanding of the purpose, culture and fundamentals of the Global Change Delivery
• Outstanding understanding of Group structures, processes and objectives
• Excellent understanding of strategy and the role of change programs in delivering the strategy
• Strong understanding of banking and understanding of how change drives benefits, its customers and other stakeholders
• Very strong knowledge of the external environment – regulatory, political, competitors etc.
• Deep understanding of the delivery organizations within Firm– global mindset, understanding of delivery partners etc.
• Experience with software utilized for project delivery management including:
• MS-Project / Open Workbench
• Experience running a team or department in an external consulting firm.
• Evidence of confidently operating at an Executive level
• Proven ability to work across regions whilst maintaining a global perspective
• Demonstration of commerciality with strong financial acumen
• Proven ability to work with senior stakeholders and business sponsors
• Evidence of ability to make key strategic decisions
• Delivery of large scale complex programs at pace, developing high performing interchanging teams to support delivery at each stage
• Strong people management and leadership experience
• Extensive implementation, change management and benefits realization experience
• Planning and Plan Management
• Portfolio Definition and Planning
• Process Re-engineering
• Risk and Issues Management
• Global Mindset
• Customer Empathy
• Decision Making
• Lead Self and Others
• Business Analysis and Design
• Business Case and Benefits Realization
• Change and Implementation Management
• Financial and Budget Management
• Tracking, Reporting and Governance
• Stakeholder Management
• Impactful communication
• Resource and Team Management
• Delivery at Pace
• Embracing change
• Achieving excellence
• Problem solving and Critical Thinking
• Innovation and Idea Management
Qualifications and Accreditations
• PPMC (Program and Portfolio Management Certification)
• Prince2 – Optional
• PMP training – Optional
• ACIB (Associate of the Chartered Institute of Bankers) or equivalent local banking qualification – Optional
• Certified Scrum Master (or equivalent) – Optional