Change Operations Lead will support the delivery of the Change Management workstream for the Data Classification project to include the delivery of the communications plan, the training plan and deliverables as outlined in the overall project Change Strategy.

Supporting the Project Lead in the co-ordination and delivery of the following:

Co-ordination of Business / Project tasks

* Manage Incoming Operational and Support Requests from end users, drive to closure within SLA
* Manage Operational communications and updates to Champion and end users
* Resolve operational problems within the defined schedules and service level agreements
* Analyse root causes of operational issues and provide resolutions and detail accordingly
* Handle escalated issues and follow-up on outstanding issues promptly
* Manage and prioritise escalations to technical support
* Recommend process improvements to improve classification efficiency
* Contribute to meetings and report on issue status
* Provide Policy and Handling Guidelines advice and support
* Provide support, input and feedback into Change and Champion workshop.

Requirements

* Experience in Customer service
* Experience in phone/call center support
* Excellent Communication Skills (verbal and written)
* Solid problem solving and analytical skills
* Ability to troubleshoot and quickly prioritise issues and requests
* Strong documentation and assessment skills
* Interested in working in project environment
* Detail oriented and posses analytical and problem solving skills
* Can work in a high-pressure situations as they arise
* Possesses strong interpersonal skills

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