Head of Change Management

About finova & MSO

finova and MSO (Mortgage, Sales & Origination) combined are one of the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Core Banking Platform

finova’s Core Banking Platform includes the UK market-leading cloud-based origination software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending, and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform.

The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market

About the role

The successful candidate will lead a portfolio of live clients on our Apprivo core banking platform to provide them with on-going change and assist with service requests. You will also manage key relationships with our Apprivo customers and work closely with our Customer Success Managers to ensure alignment. You will also oversee two Project Managers. With a focus on client NPS, client advocacy and success, you will think customer first in the approach to your role.

About you:

Programme / Portfolio Manager / Director Customer Success level experience supporting customers within the financial services industry is a must
Commercial awareness: Experience of supporting customers within the financial services sector, preferably banking / mortgages
Ability to lead conversations on budgeting, forecasting and financial outcomes
Must have demonstrable experience in organising a team, running it efficiently with consistent achievement of positive customer outcomes
Ability to drive multiple workstreams, manage multiple Project Managers, keep an overarching view of the entire workstreams and be able to get into the detail quickly upon client escalation
High level understanding of key technology and processes (e.g. SaaS / enterprise / hosted solutions) to support planning, delivery challenges and communications with the team and client
Experience of building client relationships to gain confidence and trust to guide and manage clients
Experience of having peer to peer conversations with senior / exec level clients and act as a delivery partner
Lead a portfolio of live Apprivo customers to provide them with on-going change (mini projects such as new features, config changes, complete unfinished projects)
Lead a portfolio of live Apprivo customers to deliver Service Requests
Assist with the relationship management of a portfolio of live Apprivo clients working closely with project managers and customer success managers to coordinate activities
Work with the managed services’ service transition team to transition customers

What you will be doing:

Define plans, define on-going change, service requests and problem resolution processes
Ensure the portfolio delivers to time, quality and scope. Anticipate risks and ensure portfolio is governed
Leadership: run the on-going change team, ensuring the team is set up for success
Manage Governance and Management Information to reduce risks and provide insight
Financial awareness/accountability: lead conversations on financial forecasts/revenues and budgets
Consider commercials: protect and grow revenue
Drive successful customer outcomes through delivering on time, to quality and by building a good customer relationship
Be a customer advocate

What will you get from joining the finova family?

Flexible Working:

25 days holiday in each calendar year plus bank holidays
Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
Increasing your work life balance, holiday trading allows employees to buy an extra 5 days holidays
Work from anywhere in the world for up to 4 weeks a year
We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

Life Assurance, Group Income Protection and Private Medical Insurance
Pension scheme via Salary Exchange
Employee Assistance Programme with counselling sessions available
Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

Enhanced maternity and paternity pay
Paid time off for fertility treatments and pregnancy loss

Extra Perks:

Cycle to Work Scheme
Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
Free fresh fruit daily
Share your passions and Interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
One days paid volunteering day a year

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months.