Change Manager - Operations

The Change Manager - Operations plays a critical role in delivering business-ready change across Rank Interactive operations. Working closely with the Head of Operational Change and Automation, this role leads assigned change initiatives end-to-end, ensuring operational readiness, embedding new processes and ways of working, and supporting colleagues throughout the full change lifecycle. The postholder will apply structured methodologies such as Prosci, ADKAR or equivalent change frameworks to ensure disciplined, consistent and people-centred change delivery. Operating as a bridge between operational teams, project delivery, and subject-matter experts, the Change Manager - Operations supports the organisation in realising benefits from both strategic and tactical change programmes. Main Accountabilities & Responsibilities Change Delivery and Implementation Lead the end-to-end delivery of assigned change initiatives, ensuring all people, process, and business readiness activities are planned and executed effectively Develop and maintain change and adoption plans aligned to recognised methodologies (e.g., Prosci/ADKAR) Assess change impacts, risks and dependencies, ensuring issues are flagged promptly and managed effectively Prepare and support affected teams through communications, training, coaching and transition activities Collaborate with project managers, operational stakeholders, SMEs, and automation teams to ensure coherent and integrated delivery Stakeholder & Engagement management Build strong relationships across operational and other business functions to ensure shared understanding of change impacts and expectations Facilitate workshops, briefings, feedback sessions and readiness reviews to ensure the business is prepared for operational cutover Act as a trusted partner to stakeholders, providing clear guidance, challenge and support to maximise adoption Change Governance & Standards Ensure adherence to the organisation’s change governance framework as defined by the Head of Operational Change and Automation Produce high-quality documentation including impact assessments, change plans, readiness checkpoints and adoption measures Track and report progress against change milestones, risks, issues and KPIs Operational Readiness & Benefits Realisation Ensure all operational teams understand and are prepared for new processes, systems, or behaviours before go-live Support the measurement of adoption, embedding and benefits realisation, escalating shortfalls where necessary Identify opportunities to improve change processes, engagement approaches and best-practice methodologies Qualifications Essential Extensive experience delivering structured change (e.g., Prosci/ADKAR) within large‑scale, high‑volume operational environments, including contact centres or customer operations. Proven track record of leading business change across complex, multi‑channel contact centre functions - including process redesign, operational readiness, customer‑journey impact assessment and colleague adoption. Strong understanding of contact centre operations, including performance levers (AHT, CSAT, NPS, adherence, occupancy), quality frameworks, operational rhythms, and how these are affected during periods of change. Demonstrated ability to manage change across frontline advisor, team‑leader and manager populations, ensuring clarity, engagement and alignment at every level. Experience producing clear and concise documentation (impact assessments, readiness plans, comms, training guidance) to support operational decision‑making. Ability to influence and gain buy‑in from stakeholders in a fast‑paced operational setting, balancing customer, colleague and business impacts. Experience collaborating closely with project teams, SMEs, training functions, workforce management, and operational leadership to ensure seamless cutover and operational stability during change. Desired Experience delivering AI‑driven change initiatives, such as conversational AI, agent‑assist tools, IVR automation, intelligent routing, or other machine‑learning‑enabled operational capabilities. Background in implementing contact‑centre technologies, including telephony platforms, omnichannel solutions, WFM systems, quality and analytics tools, or automation solutions (RPA, chatbots, NLP engines). Change management certification (Prosci, APMG, ACMP or equivalent). Experience working within digital, automation, or operational transformation programmes. Understanding of project delivery methodologies (Agile, Waterfall, Hybrid) and how these intersect with operational change. Background in gaming, hospitality, customer service or other large‑scale operational sectors. Personal Qualities Desired People‑centred and empathetic, with the ability to support colleagues through change, understanding the pressures of operational and contact‑centre environments. Exceptional communicator, able to translate complex or technical change into simple, clear and actionable messages tailored to frontline advisors, team leaders and senior stakeholders. Confident facilitator, skilled in running workshops, readiness sessions, briefings and playback forums with diverse and cross‑functional groups. Highly organised and disciplined, capable of managing multiple concurrent change initiatives while maintaining strong attention to detail and governance. Resilient and adaptable, able to work effectively in a fast‑paced operational environment and remain calm and solution‑focused under pressure. Analytical and insight‑driven, using data, feedback and operational performance indicators to inform decisions and improve adoption. Collaborative team player, working closely with the Head of Operational Change & Automation, project teams, SMEs and operational leaders to ensure cohesive delivery. Proactive problem solver, anticipating challenges, identifying risks early and navigating ambiguity with confidence and sound judgement. Champion of continuous improvement, bringing curiosity and a growth mindset to refine change processes, engagement approaches and best‑practice methodology.