Operations Transformation & Technology, Principal

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If you believe in better, we'd love to hear from you.

About the Role

This individual contributor role is responsible for driving key digital initiatives and operational transformation within the division. It blends deep product management expertise with strong changemanagement capabilities to uplift Operations. The role translates business needs into clear, actionable requirements, leads endtoend project delivery without a direct team, oversees UAT to ensure solution readiness, and drives continuous process improvement across all operational channels.

Roles and Responsibilities:

Requirements Management

• Lead the gathering, validation, and documentation of user requirements for digital enhancements, new products, and system-related issues within the Operations Division.
• Ensure requirements are clear, accurate, prioritised, and aligned to business objectives.

UAT Governance & Execution

• Oversee end to end User Acceptance Testing (UAT), including planning, test scenario development, coordination of testers, defect management, and sign off.
• Ensure delivery of high-quality, fully validated solutions that meet operational needs.

Digital Project & Change Delivery

• Lead big-scale transformation initiatives involving system changes, workflow automation, and process improvements.
• Manage project timelines, risks, resources, and stakeholder expectations to ensure successful delivery.

Process Improvement & Standardisation

• Analyse existing operational processes, identify inefficiencies, and propose improvements to enhance efficiency, accuracy, and scalability.
• Drive process harmonisation across channels to ensure consistency and a unified operating model.

Stakeholder Engagement & Collaboration

• Work closely with Operations teams, Product, IT, vendors, and other stakeholders to ensure smooth coordination and issue resolution.
• Act as the key liaison between Operations and Digital/Technology teams.

Operational Problem-Solving

• Support resolution of production issues by providing analysis, clarifying requirements, and coordinating digital fixes.
• Ensure sustainable solutions that prevent repeat incidents.

Transformation Leadership

• Contribute to the Operations Transformation roadmap, introducing digital opportunities and process innovations.
• Provide thought leadership, coaching, and guidance to team members and stakeholders.

Change Management Leadership

• Act as a change champion to strengthen readiness for operational transformation.
• Partner with HR, Communications, and Business Leads to deliver change interventions and support business transition.
• Develop materials such as change impact assessments, communications, SOP updates, and training content.

Minimum Job Requirements: