Business Solution Lead - Customer Experience Delivery - Northampton

ROLE - Business Solution Lead - Customer Experience Delivery - Northampton - £550/day

JOB SUMMARY

Our client, a leading UK retail bank require the services of a Business Solution Lead required to work within BCE portfolio

OVERALL JOB PURPOSE

- Co-ordinate the high level consultancy process for new change initiatives working with commercial stakeholders and consultancy managers to satisfy key governance stages.
- The jobholder will work in a virtual team across BCE and GCOO to secure successful delivery of the consultancy phase.
- Deliver change projects as required utilising appropriate methodologies and in accordance with appropriate governance standards. 
- First point of contact for all commercial team queries on all aspects of delivery.
- Provide input to BIM team to resolve incidents on BCE systems.
- Provide project management support for all aspects of change projects, including project planning, estimating, budgeting, resource allocation, financial management and time management.

KEY ACCOUNTABILITIES:

- Work closely with Business Owner to ensure requirements are understood, base-lined and can be delivered across channels, operations and IT.
- Work with CE GCOO Team to secure operational readiness to ensure issues are considered as part of the consultancy process.
- Work with GRCB Technology/GCOO to secure high level impact assessments for consultancy ideas.
- Work with channel teams (Internet, Direct Mail) to ensure campaigns can be delivered through the required channels.
- Ensure projects comply with relevant governance frameworks eg NPA, RAID logs, plans, progress reporting, active risk & issue management until handed over to the Project Manager.
- Ensure all relevant functional teams are engaged to secure successful high level consultancy estimates.
- Preparing all documentation for consultancy and able to positively influence and persuade to gain necessary approval from BCE Change Management Board.
- To transition the project effectively to the Change Management delivery team post consultancy stage.
- To develop and build a suite of reporting that highlights the stages of the projects including the consultancy phase.
- Work with business stakeholders to define requirements and innovative solutions to meet their strategic objectives.

SKILLS/COMPETENCIES

- Drive for results - need to be able to demonstrate that the role holder can complete tasks, work at pace to identify and qualify potential solutions.
- Complex problem solving & decision making.
- Planning and Organisation - emphasis on change management.
- Customer Focus.
- Team working- ability to work across organisational Matrix to find the best result leading virtual teams in GCOO and BCE.
- Communication - articulate and able to adapt styles to suit the audience and get it right first time.
- Strong proficiency in Microsoft Office/Visio/Project.
- Positive, can do attitude to find the right solution but also to continually invest in own technical knowledge.
- Planning & Organisational skills - managing priorities across a range of projects/campaigns to ensure timely delivery.  Manage a team of senior executives, B6 to ExCo level, through workshops and subsequent processes to identify solutions.

KNOWLEDGE AND EXPERTISE:

- Innovative problem solving - needs to be able to consider a range of options and provide balanced arguments to identify the most optional business solution.
- Negotiation & influencing -with senior stakeholders B6/B7/ExCo to recommended courses of actions.
- Strong stakeholder management skills - to influence key B6, B7 and ExCo decision makers.
- Extensive working knowledge of systems and processes that underpin BCE business eg   Triumph, Golf, AS2, macro processes, Vision plus, i-compass and Frameworks.

EXPERIENCE, QUALIFICATIONS AND OTHER REQUIREMENTS:

- Significant Change Management and delivery experience and disciplines eg Prince II.
- Good of knowledge and experience of working within operational areas is essential.
- Confidence to recognise that may not know all the technical answers but to own the process to find the person who does and to find the right solution.