Sr Manager-CEC Support&Change

Company Description

Tesco Bengaluru
We are a multi-disciplinary team creating a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility, providing cutting-edge technological solutions and empowering our colleagues to do ever more for our customers. With cross-functional expertise in Global Business Services and Retail Technology & Engineering, a wide network of teams and strong governance we reduce complexity thereby offering high quality services for our customers. Tesco Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 4,40,000 colleagues.
At Tesco Business Services, we have a mission to simplify, scale & partner to serve our customers, colleagues and suppliers through a best in class intelligent Business Services model . We do this by building a world class business services model by executing service model framework right at the heart of everything we do for our worldwide customers. The key objective is to implement and execute service model across all our functions and markets consistently. The ethos of business services is to free-up our colleagues from a regular manual operational work. We use cognitive technology to augment our key decision making. We also built a Continuous Improvement (CI) culture across functions to drive bottom-up business efficiencies by optimising processes. Business services colleagues need to act as a business partner with our group stakeholders to build a collaborative partnership driving continuous improvement across markets and functions to lead the best customer experience by serving our shoppers a little better every day.
At Tesco, inclusion means that Everyone?s Welcome. Everyone is treated fairly and with respect; by valuing individuality and uniqueness we create a sense of belonging.
Diversity and inclusion have always been at the heart of Tesco. It is embedded in our values: we treat people how they want to be treated. We always want our colleagues to feel they can be themselves at work and we are committed to helping them be at their best.
Across the Tesco group we are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues ? who in turn help to build the success of our business and reflect the diversity of the communities we serve.

Job Description

I lead the Colleague Engagement Centre Support Business Partnering and Change teams ensuring our operational team is provided with the right consistent support enabling them to serve our colleagues and customers a little better every day. I work with the business to improve the customer and colleague experience through accurate forecasting and leading change programmes to reduce contact.Ensuring I understand our Core Purpose and the role I play in delivering this
- Role modelling the Tesco values and leading by example in what I do and how I behave
- Ensuring our partners understand the drivers of contact service performance efficiencies and have all relevant insight to advise business decisions
- Influencing and leading business change from a Colleague Engagement Centre perspective
- Leading successful change programmes in the Colleague Engagement Centre
- Owning the forecasting process and accurate delivery ensuring the Colleague Engagement Centre has a seat at the table in decisions that will drive contact
- Collaborating with the Resource Planning team to ensure forecasting processes and approaches are fit for purpose and are reviewed regularly
- Leading the management of and improvement in approach to any major live and emerging issues e.g. partner concerns
- Leading the improvement of policies; training; ways of working etc. for colleagues that get in the way of giving great service every day
- Building engaging relationships with key partners
- Leading a data led approach to change and continuous improvement
- Holding inspiring everyday conversations with my team recognising great performance and encouraging a focus on development and career aspirations
- Supporting the performance of my team providing structured guidance expectations and accountability to improve performance in line with process
- Creating a fair transparent and inclusive culture for all colleagues
- Ensuring equal career development opportunities for all colleagues in my team
- Driving team action plans to build a "Great Place to Work" based on feedback and insight from colleagues
- Understanding the part I play in delivering our important metrics and performance measures
- Delivering my own personal objectives preparing for and participating fully in everyday and structured conversations with my colleagues and manager
- Knowing and maintaining my knowledge a