Transformation Manager - Retail Operations

Job Title:

Transformation Manager - Retail Operations

Location:

Leicester or Bexhill (both hybrid) with an excellent degree of flexibility

Welcome to Hastings Direct

We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4

Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you.

As our Transformation Manager, you'll lead and deliver strategic change across Retail Operations and cross-functional programmes of work; driving opportunities across growth, customer experience, operational efficiency, commercial performance, regulatory compliance and colleague engagement. By working closely with wider teams and stakeholders, you'll identify opportunities, design solutions and embed sustainable improvements and changes that support the wider retail strategy.

You'll be converting strategic big bets into clear, actionable transformation plans and coordinating end-to-end delivery of change initiatives, as well as supporting the development of our Transformation Analysts and Business Readiness Executives, ensuring consistent delivery capability across the team.

• Shaping and Prioritising Transformation Strategy - partnering with senior stakeholders across Operations and key business functions to identify, assess and prioritise strategic transformation opportunities, translating business objectives, customer insights, operational performance, regulatory requirements and market trends into a sequenced portfolio of change, with clear roadmaps and measurable outcomes
• Leading End to End Transformation Delivery - owning the delivery of transformation initiatives from discovery and business case development through to implementation and benefits realisation, managing scope, plans, budgets, risk, dependencies and quality standards to ensure successful customer, colleague and commercial outcomes
• Driving Continuous Improvement and Insight Led Change - using data, operational KPI's, customer feedback and colleague insight to identify improvement opportunities, applying structured transformation, change and process improvement methodologies to redesign processes, validate solutions and deliver sustainable operational efficiencies
• Ensuring Business Readiness and Adoption - leading operational readiness activities to support successful implementation, ensuring people, processes, systems, controls, training, communications and performance measures are in place, with changes effectively embedded into BAU and benefits are tracked through post-implementation reviews
• Building Stakeholder Engagement and Change Capability - developing strong cross-functional relationships across Operations, Technology, Compliance and enabling functions, influencing decision making, managing change impacts, communicating progress and risks and support the development of transformation capability across the team
• Maintaining Robust Governance, risk and regulatory compliance - ensuring all initiatives comply with governance frameworks, regulatory obligations and internal controls, maintaining effective reporting, documentation, benefit tracking & risk management while safeguarding delivery quality and operational integrity

• Proven transformation and change leadership - experience in delivering complex, multi-channel transformation, change and continuous improvement programmes (ideally within a regulated environment), with a proven track record of leading end to end change
• Strategic planning and portfolio management - demonstrable experience in translating complex strategic objectives …
• Delivery, process improvement and risk management - proven capability in programme delivery