Business Ops Manager

Job Summary

Role Summary

The OCM Lead will be accountable for defining and executing the Organizational Change Management strategy for the Reckitt engagement, ensuring successful adoption of transformation initiatives across Application Services, Infrastructure, Digital Workplace, Security, Data, AI, and Business Operations.

This individual will drive stakeholder engagement, change readiness, communications, training coordination, business adoption, and cultural transformation activities aligned with the customer's vision and transformation roadmap. The role will serve as the bridge between business stakeholders, delivery teams, technology teams, and end users to ensure new capabilities are embraced, understood, and effectively utilized.

Key Responsibilities

Key Responsibilities

Change Strategy & Planning

• Define and maintain the Reckitt Organizational Change Management strategy.
• Develop comprehensive change management plans aligned to transformation objectives.
• Establish change governance frameworks, success measures, and adoption KPIs.
• Conduct organizational impact assessments for transformation initiatives.
• Identify adoption risks and implement mitigation plans.

Stakeholder Management

• Develop stakeholder engagement strategies across Business, IT, and Leadership functions.
• Create stakeholder maps, influence networks, and engagement plans.
• Manage executive sponsorship and leadership alignment activities.
• Facilitate workshops, focus groups, and leadership sessions.
• Build strong relationships with key Reckitt business stakeholders.

Communications & Engagement

• Develop and execute multi-channel communication plans.
• Establish recurring transformation communications and leadership updates.
• Create awareness campaigns for new tools, platforms, services, and processes.
• Design targeted messaging for different stakeholder groups.
• Drive employee engagement initiatives supporting transformation adoption.

Adoption & User Enablement

• Measure organizational readiness for change.
• Drive business adoption activities throughout the transformation lifecycle.
• Monitor user behavior and adoption trends.
• Conduct post-deployment adoption reviews.
• Develop adoption improvement plans where required.

Training & Learning Coordination

• Partner with the Training & Development Lead and Reckitt Academy teams.
• Identify learning requirements resulting from process and technology changes.
• Coordinate training schedules, content development, and awareness initiatives.
• Support role-based learning journeys.
• Ensure training effectiveness and knowledge retention are measured. [HCLTech_Se...1st Aug'26 | Word]

AI & Digital Transformation Adoption

• Lead adoption initiatives for AI, Automation, Self-Service, and Digital Workplace transformation programs.
• Develop change strategies supporting AI-enabled ways of working.
• Drive user confidence and trust in new AI capabilities.
• Collaborate with the AI / Automation Lead Architect to increase business adoption and value realization.
• Support responsible AI awareness and change initiatives.

Experience & Value Realization

• Collaborate with XMO teams to monitor employee and user experience metrics.
• Establish feedback mechanisms and sentiment analysis processes.
• Measure business adoption and realization of expected benefits.
• Present adoption insights and recommendations to governance forums.
• Support executive reporting on transformation outcomes. [HCLTech_Se...1st Aug'26 | Word]

Key Deliverables

• Organizational Change Management Strategy
• Stakeholder Assessment and Engagement Plans
• Change Impact Assessments
• Communications Strategy and Calendar
• Adoption Measurement Dashboard
• Change Readiness Assessments
• Training and Enablement Plans
• Executive Change Reports
• Transformation Adoption Metrics
• Business Readiness Reviews

Skill Requirements

Functional Skills

• Organizational Change Management
• Business Transformation
• Stakeholder Management
• Executive Communications
• Change Impact Analysis
• Communication Planning
• Employee Engagement
• User Adoption Programs
• Training Strategy
• Benefits Realization

Preferred Technology Exposure

• Microsoft 365
• ServiceNow
• SAP
• Digital Workplace Platforms
• Generative AI Solutions
• Power Platform
• Learning Management Systems
• Employee Experience Platforms

Leadership Skills

• Executive Presence
• Influencing Without Authority
• Strategic Thinking
• Facilitation & Workshop Management
• Conflict Resolution
• Change Leadership
• Cross-Cultural Communication
• Business Consulting Skills

Qualifications

• Bachelor's Degree in Business, Human Resources, Organizational Psychology, Communications, Information Technology, or related discipline.
• Master's Degree preferred.
• Prosci Change Management Certification preferred.
• Change Management Institute (CMI) Certification preferred.
• Project Management certification desirable (PMP / Prince2).
• Agile or SAFe certifications advantageous.

Other Requirements

Experience

• 10-15 years of overall experience.
• Minimum 5 years in Organizational Change Management leadership roles.
• Proven success managing large-scale enterprise transformation programs.
• Experience supporting digital, ERP, cloud, AI, automation, or business transformation initiatives.
• Experience working with geographically distributed global organizations.
• FMCG, Consumer Goods, Manufacturing, or Retail sector experience preferred.