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Role: Knowledge & Change Team Manager

Band: 3

Salary: 47,750 - 55,000

Position type: Perm

Location: Endeavour Square, Stratford.

Job Purpose

This role will entail working closely with the Contract Centre Operation’s management and senior management team including the Head of the Contact Centre Operations, to develop and implement a comprehensive knowledge and change strategy for CCO.

The jobholder will also manage and implement a sounds staff engagement strategy for Visitor Centres and Lost Property Office working closely with the Management Team and provide strategic direction to the key change lead within the team.

This role will also have management responsibility for a team of Knowledge & Change Officers to collect, review and update knowledge items across all CCO Services, the team will also be responsible to turn any new change initiative or project into business as usual. The jobholder will also be responsible for the management of communications and dissemination of knowledge to key stakeholders.

Key accountabilities

• Designing and implementing the knowledge and change management strategy for CCO in collaboration with CCO Senior Management Team, Performance and Team Managers with an audience of circa 350 people (Essential)
• Design, constructing and management of internal CCO knowledge tools. Ensuring all CCO staff have access to the tools needed to do their job.
• Managing the creation, review, update and distribution of knowledge items. Ensuring all information is useful, accurate and available when needed.
• Responsible for managing project related Business change activities consistently across all CCO areas. Ensuring that staff are kept up to date of reasons for and progress of changes.
• Ownership of staff engagement activities across Contact centres, multiple Visitor Information Centres at different locations and the Lost property office.
• Management of staff feedback to project teams, process improvement areas and responsible for ensuring all staff queries are responded to in a consistent manner
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support the design, development, delivery and management of communications.
• Assess the change impact
• Conduct impact analysis, assess change readiness and identify key stakeholders.
• Support training efforts
• Provide input, document requirements and support the design and delivery of training programs.

Key interfaces

• Report to the Business Support Manager
• Work with all CCO Management Team including Senior Management Team to ensure the deployment of the knowledge and change strategy
• Offer advice on knowledge and change related matters to contact centre staff
• Manage a team of Knowledge and Change Officers
• Work with internal and external stakeholders to forecast future impacts to CCO and to enable the coordinated cascading of information across teams
• Any other contact centre related activity when deemed necessary by business demand, and in the provision of on-going support for the contact centre.

Knowledge

• A solid understanding of how people go through a change and the change process including change life-cycle
• Excellent Knowledge of contact centre knowledge tools and technology. (Essential)
• Knowledge of the public transport industry.
• An excellent understanding of TfL’s services, structure, functions, policies and practices. (Essential)

Skills

• Subject matter expert on knowledge and change management people and process capabilities including:
• Knowledge transfer methodologies, such as communities, expertise recognition and connection, story-telling, knowledge-cantered support desk operation
• Strong understanding and extensive usage of change process and tools, such as change mapping, after-action reviews, lessons learned
• Strong understanding and extensive usage of knowledge and information management technologies, including portal management, website usability, databases & repositories, subscription management, collaborative & social software, content & document management, search engines
• Familiarity with project management approaches used within TfL, tools and phases of the project and change lifecycle
• Experience and knowledge of change management principles, methodologies and tools
• Exceptional communication skills, both written and verbal
• Excellent active listening skills
• Ability to establish and maintain strong relationships
• Flexible and adaptable; able to work in ambiguous situations
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Acute business acumen and understanding of organizational issues and challenges

Experience

• Experience and knowledge of change management principles, methodologies and tools
• Experience of working in a knowledge and change management function in a corporate environment
• Experience of leading a specialist team and of motivating them to be self-driven, innovative, approachable and timely. (Essential)
• Experience of working in a customer services and public sector environment is desirable
• Experience of managing a communication and engagement strategy for a change initiative or project across multiple sites via a variety of delivery channels. (Essential)

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your CV and a maximum two-page covering letter.

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. Word format preferred and do not include any photographs or images

The closing date for applications is Thursday 11th May 2023 @ 11:59

Please note we may close the advert early if we receive a high volume of applicants.

UK Skilled Worker Visa Sponsorship available, more information on the process can be discussed during the application process

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• A 75% discount on National Rail Season Ticket and interest free loan
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel