Team NetRefer

Unified Competitive Wages. Great Benefits. Positive Work Environment.

Operational Change Manager

Governance, Risk and Compliance Team


Position Overview:

 This role provides thought leadership to identify, assess, implement and manage different aspects of a rich pipeline of operational improvements and new business opportunities across NetRefer. The team helps manage the change agenda prioritizing opportunities, analysing options, engaging with vendors and coordinating with the technology, finance and strategic sourcing groups to analyse, investigate and provide input to the execution or the various business opportunities. This role becomes engaged in all aspects of these initiatives: from opportunity identification and creative brainstorming on options, to business case development, program/project management, oversight, monitoring and communications. 


The Operational Change Manager, will be central to supporting a broad range of strategic and operational changes across NetRefer. Depending on the opportunity area being addressed, the activities span - data analyses, interviewing internal and external experts, identifying new opportunities to improve service levels and/or operational costs, leading and participating in brainstorming sessions, operationalizing identified opportunities, creating strategic plans, designing, launching and monitoring pilot projects, and in general helping improve the effectiveness and efficiency of every function/focus area you touch through a hard focus on tangible KPIs.


This role is ideal for those with experience in Project management and business analysis who are ready to take the next step forward in their career.



  • Co-ordinate and manage all the business’ change requests both of a technical or an operational nature by liaising with the various stakeholders.
  • Project manage internal programmes.
  • Investigate and analyse new change requests to determine the cost benefit and the impact for the company.
  • Identify case studies and use cases for possible new opportunities and improvements
  • Conduct SWOT analysis for any changes
  • Collaborate with several departments to identify both the operational and financial risks of new business opportunities.
  • Assess the impact of change across all areas of operations including future state process flows
  • Create business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into details.
  • Develop business cases and conduct analyses (both quantitative and qualitative) to support / refute team hypotheses.
  • Synthesize conclusions into recommendations
  • Assist in change management activities related to completed initiatives
  • Co-ordinate incidents arising from changes.
  • Proactively communicate and collaborate with internal customers, functional leaders and subject matter experts to analyse information, needs and functional requirements.
  • Coordinate business operations input into functional requirements; liaise across operations to gain information required to feed into processes and project plans.
  • Project management in respect of several small business process improvements and larger change initiatives (Utilise best practice project methodologies ensuring we have relevant PID's, PDW, project plans, deliverables list, Issue & risk registers, stakeholder plan, communication strategy etc..)
  • Successfully engage in multiple initiatives simultaneously and ensure weekly status reports / trackers are provided
  • Drive and challenge business units on their assumptions of how they will successfully execute their plans
  • Help business units and IT functions identify development opportunities and strategies that drive the organisation, products & services forward towards its business goals.
  • Provide input to requirements on usability in case of internal systems used for company processes.
  • Conduct complete operational testing
  • Ensure user readiness incl. any process training for operational staff handing over support material to operational team.  Ensure documentation of training has taken place with appropriate assessment.
  • Define and measure success metrics and monitor change progress
  • Be prepared to be hands on in undertaking business analysis including process and workflow analysis and seeing change though to delivery
  • Performs other duties as assigned by line manager.



  • Detail oriented with problem solving skills
  • Excellent analytical and data gathering skills
  • Excellent business English
  • Ability to work alone and be self-motivated
  • Excellent research and investigative skills
  • Excellent report writing skills
  • Good knowledge of Excel or other data visualisation tool for ease of reporting.
  • Strong organization skills
  • Strong project management skills
  • Experience of supporting products/services within a complex IT environment in either a Business Analyst or Project Manager capacity
  • Proven ability to map processes and produce quality documentation
  • Time management
  • Strong communication & elicitation skills for requirements gathering



  • 3 years or more project management experience
  • University level education.
  • ITIL certification would be considered an asset.