<p><strong>In a nutshell</strong></p> <p>&nbsp;The Sainsbury’s gift card team is responsible for delivering market leading gift card and multi-retail voucher programmes for all the Sainsbury’s group brands. We are operating in a dynamic, fast-paced market and our multibrand gift card proposition gives us the potential to offer something truly distinctive to our customers. The Senior Operations & Change Manager role is focused on ensuring programme stability, delivering continuous improvement and change initiatives along with leading the operations team to successfully manage the operational elements of the Gift Card programme. Consistently delivering outstanding customer service.&nbsp;</p> <p>The job holder will have excellent leadership and change management skills with a focused approach to continuous improvement. In addition, they will have good functional knowledge of Sainsbury’s commercial operations and processes. Implement business change from concept through to delivery & review, working closely with all internal and cross-functional teams to own, deliver and exceed the expected outcomes. They will manage multiple change initiatives at any one time, working in an agile way, adapting to problems, challenges, and solutions as and when they arise and ensuring new initiatives bed successfully into BAU through their team.&nbsp;</p> <p>Effective and robust supplier / stakeholder management is critical to ensure we are delivering and operating effectively through our Gift Card partners and always looking to collaborate / challenge to improve the customer experience. Customer is at the heart of all we do, and this role is always looking at how customers interact with our Gift Cards propositions, what the pain points are and creating plans to address.</p> <p>The Senior Operations & Change Manager will have great relationships within the wider business and externally to support the programme to operate at pace and help deliver our strategic ambitions. They will be an effective leader and confident to lead colleagues as direct report or in a matrix management style.&nbsp;</p> <p><strong>What I am accountable for&nbsp;</strong></p> <p><strong>Operations&nbsp;</strong></p> <p>• Lead the operations team to deliver consistent SLAs, and efficiencies in their area always acting with a continuous improvement mindset&nbsp;</p> <p>• Develop the Operations Team to act with autonomy, taking full ownership of E-2-E processes and engaging internally and externally to make these happen effectively&nbsp;</p> <p>• Drive SLA performance with suppliers, building good relationships with service delivery and procurement to ensure impact.</p> <p>&nbsp;• Proactively identify and manage risks, issues, and dependencies to swift resolution&nbsp;</p> <p>• Capturing operational requirements in conjunction with the team for activity requiring change, working to find and implement cost effective solutions. Deputise for Head of as appropriate with relevant support / guidance, such as completing sales reports and attending critical programme progress meetings with stakeholders&nbsp;</p> <p><strong>Change</strong></p> <p>&nbsp;• Own the change workstream – ensuring all new initiatives are reviewed and planned, the right areas of the business are engaged communicating any changes or movements in a timely manner to multiple stakeholders, working with others to deliver and ultimately celebrating success</p> <p>&nbsp;• Manage the business change of initiatives, ensuring strong engagement across all constituents • Multi-task, be quick to prioritize and adapt. Naturally work at pace & gets things done&nbsp;</p> <p>• Build processes for change initiatives, working with and through their team. In doing so, ensure a consistent approach and interaction with key stakeholders from other functions • Acts as a consult & successfully delivers change into business and BAU activity</p> <p><strong>What I need to know Essential</strong>&nbsp;</p> <p>• Experience in leading teams and ensuring clear goal setting to deliver desired outcomes&nbsp;</p> <p>• Experience in interpreting a concept into a customer-friendly solution, balancing our brand with innovation in the market • Confident in creating a plan for continuous improvement, balancing this with the need for innovation and change&nbsp;</p> <p>• Always sees opportunities for driving the operational efficiency of our programme and ways of working and puts these into play&nbsp;</p> <p>• Listen to customer feedback and adapt accordingly to solve problems using network.&nbsp;</p> <p>• An in-depth understanding of the processes and systems utilised across Gift Cards as well as our strategy and business priorities</p> <p>&nbsp;• Ability to analyse external markets and make recommendations for the programme&nbsp;</p> <p><strong>Desirable&nbsp;</strong></p> <p>• Appreciation of external impacts – an understanding of the UK gift card market and landscape&nbsp;</p> <p>• Experience of managing a commercial operations team within the gift card industry&nbsp;</p> <p>• Experience in managing projects and change<br><br> #ArgosCommercialandDigital</p> <p>#LI-NR1</p>