·       Responsible for chairing, managing, and governing our Change Review Board to ensure Contact Centre operational readiness: including stakeholder engagement, resource allocation, planning, delivery tracking, shrinkage and impact assessment.

·       Responsible for chairing, managing and governing our Delivery Review Meetings to ensure change leads are adhering to programme reporting requirements and to produce regular programme reporting to ensure Stakeholders are aware of progress, risks and issues.

·       Establish strong stakeholder relationships with the wider team and stakeholders across the business including our Contact Centre Partner in India to ensure that all changes are implemented effectively and that benefits are realised.