Business Transformation Manager

Can you bring a track record of delivering meaningful operational change or continuous improvement within a customer-focused or service environment?

Have you used digital systems to enhance service delivery, contributing to improvements, upgrades or new system implementations that make a real difference?

Do you enjoy working collaboratively with a wide range of stakeholders and using your skills to create clear, practical processes and guidance that support effective delivery?

If so, wed love to hear from you!

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the Kings birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at MCA.

Play a key role in the Maritime and Coastguard Agency (MCA), delivering the UKs maritime safety policy and supporting seafarers and global shipping. Within the UK Customer Maritime Services directorate, youll join the Business Transformation team, driving continuous improvement, digital innovation and operational change. You will lead initiatives to modernise services, embed automation and AI solutions, and enhance customer and user experience, working collaboratively across operational, technical and stakeholder teams to deliver efficient, resilient and future-ready maritime services.

Your responsibilities will include, but arent limited to:

1. Plan and deliver operational change and manage continual improvement within the Seafarer Operations team. This is a customer contact centre environment involving the processing of applications using Microsoft Dynamics 365 and related digital systems.
2. Identify and prioritise improvement opportunities using data, operational insight and feedback to improve efficiency and the customer experience.
3. Support the implementation of new or enhanced digital systems including business readiness, training support and user guidance.
4. Engage with a wide variety of internal and external stakeholders including Seafarer Operations, IT, marine offices, procurement and suppliers to support change delivery.
5. Develop comprehensive and coordinated activity plans for the development of new systems as well as enhancements and maintenance of existing systems.
6. Conduct thorough system testing prior to implementation, both for newly developed systems and following maintenance or enhancements to existing systems.
7. Support change adoption across operational teams, working with the training and development team to ensure communication, training and engagement are effective and that change activity follows agreed governance standards.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

You will be required to provide evidence that you hold any essential qualifications/licenses at some point during the recruitment process. If you cannot provide evidence, your application will be withdrawn.

Required experience:

To be successful in this role you will need to have the following experience:

• Proven experience of planning and delivering operational change or continual improvement in a customer facing or operational service environment.
• Experience of working with digital systems to support service delivery, including contributing to system change, enhancement or implementation activity.
• Demonstrable experience of engaging and working effectively with a wide range of stakeholders to deliver change, including operational teams, digital or IT colleagues and external suppliers.
• Experience of designing, documenting and maintaining clear process flows, guidance and run books to support consistent service delivery.
• Experience of coordinating or contributing to project activity, including planning, governance and assurance in line with organisational standards.

Additional Information

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

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Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role has been deemed to be business critical. This role does not meet that category, and we will not sponsor a visa. Therefore, this role is not open to applications from those who require sponsorship candidates must ensure they have the appropriate right to work in the UK before applying. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.