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Operational Implementation Lead

  • Location: London, Greater London, England
  • Salary: £325 to £350
  • Type: Contract
  • Posted: 289 days ago
  • Company: IQ Talent Centre

Operational Implementation Lead

This role will play a key part in delivery & implementation of the UK Services tactical and strategic initiatives. The role requires a very good co-ordination skills to pull the systems, processes and project plans together, build virtual teams and lead them to successful implementation & operational efficiency. The role is critical for the UK Services delivery roadmap and will work closely with the wider business teams such as commercial, business operations, online, compliance or IT.

The role will also participate actively in the weekly continuous improvement sessions with internal and external team members to design and review commercial scorecards, finding areas of improvements and drive operational improvement projects to meet commercial, financial & operational needs. The responsibility starts with supporting root cause analysis and building operational delivery plans together for areas of opportunities. It will require understanding of different change processes and governances within the CPCW business such as BCF, Accenture, Business Operations and work effectively with the respective change governance to deliver the Services projects. The role also needs to represent the UK Services Workstream in the company wide projects. This role will be responsible for end to end delivery of the UK Services tactical and strategic projects. 


  • Conduct workshops to understand objectives and support development of relevant business cases or challenge the need for change
  • Work closely with suppliers for key corporate systems such as Ultima/Imacs to deliver gaps in systems capabilities
  • Conduct workshops to map out customer journeys and gather systems / process requirements
  • Develop clear operational delivery / project plans with detail activities planner for each Workstream
  • Pull together cross functional project teams and lead weekly project meetings to drive deliverables as per the project plan
  • Track project progress and RAGs by Workstream / activities
  • Track project costs against the budget and ensure delivery of project within allocated budget
  • Track project risks and recommend ways to mitigate risks
  • Engage with the internal and external project stake holders to keep them up to date with the progress
  • Work closely with the channel operations teams to ensure appropriate consultation taken for each change
  • Liaise with Group IT support team to help design a solution fit for future
  • Liaise with wider CPCW Business Operations team to identify need for operational improvements and scope the change with business case
  • Work with 3rd party suppliers to align on their lead times and delivery of projects
  • Prioritise and develop project plans for commercial revenue, operational improvement projects, and drive weekly project meetings to deliver the initiative
  • Put in place clear ROI tracker for each project/initiative and agree owners for tracking benefits
  • Support & co-ordinate the project activities and ensures all project related documents / reports are kept up to date
  • Co-ordinate progress of smaller system changes with IT, Systems Analysts, Business Analysts across different functions such as business ops or BCF
  • Be the services lead to support the company wide projects
  • Process map ‘as is’ and ‘to be’ customer journeys/processes to support launch of appropriate change and ensure sign off from key team members
  • Lead wider change governance in the UK Services
  • Review and support CAPEX procedures in the company to secure required funding to deliver the initiative


  • Co-ordination skills
  • Experience of managing projects and tasks to time
  • Superior MS Excel and MS Office skills
  • A passion for being the customer champion
  • Self-motivated and able to work with minimal supervision
  • Highly numerate
  • Excellent written communications and presentation skills
  • Results driven and orientated


  • Experience of running multiple projects/programme
  • Experience in business case development
  • Experience within the IT/Telecommunications industry
  • An understanding of FCA guidelines and principles including Treating Customers Fairly
  • Degree in project management i.e. PRINCE2 practioner

Please do get in touch for a fill overview. 

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.