Growth Manager

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

We are seeking an experienced and proactive change manager to join the Growth Operations team.

As the Growth Readiness Manager, you will be responsible for driving and managing change as a results of strategic, operational and Growth driven projects, where there is an impact to our customers, partners and/or frontline staff.

Your primary goal will be to ensure the smooth transition and successful adoption of new processes, systems, and technologies, that enable us to scale sustainably with a strong focus on customer experience, employee engagement and adoption.

A natural problem solver, you possess excellent communication abilities, and a proven track record of implementing and embedding operational and strategic change programs. This experience and knowledge will be applied to a wide variety of change programs including new product and features releases, pricing, systems implementation, automation, remediation process improvement, and communications across sales and customer support teams.

You are a key member of Tyro’s incident response team, acting as a communication manager to all outages or service issues and the associated customer impact are managed and communicated appropriately.

**What you'll do**

**Strategy and Planning**:

- Work closely with a broad variety of Tyro stakeholder departments to gather and analyse change requirements, managing the business readiness deliverables related to projects, process and change
- Anticipate potential points of resistance to change and develop specific plans to mitigate or address potential risks and issues that could influence the outcomes of change
- Leverage customer data and insights, provide input and recommendations into the quarterly planning cycle, ensuring Growth team capacity and capability to support the strategic roadmap deliverables.
- Provide recommendations and improvement suggestions to our Growth Leadership team
- Create change management plans appropriate to the complexity and scope required, including communication strategies, RCQ, training coordination, customer communications, knowledge management content and front line learning materials.

**Stakeholder Engagement and Communication**:

- Identify and engage key stakeholders across all levels of the business, building strong relationships and effectively communicating the rationale, benefits, and impact of operational changes. Act as a critical link between Growth teams, SDD, Engineering and Delivery teams
- Conduct regular cadence of check in meetings, workshops, and “break it sessions” to address concerns, gather feedback, and promote a positive change culture.
- Support Tyro's value of 'Wowing the Customer' by identifying new opportunities to improve operational excellence, productivity, business processes and service delivery, in conjunction with internal stakeholders.
- Drive and manage projects and change to ensure new processes and ways of working are rolled out smoothly and embedded

**Change Impact Assessment and Readiness**:

- Conduct change impact assessments to identify potential operational, organisational, and cultural implications of the proposed changes.
- Work closely with project teams and working groups to define and track key change readiness indicators, ensuring departmental readiness for the transition and adoption of new processes, systems, or technologies.

**Change Execution and Support**:

- Lead and facilitate change management activities, including change workshops, coaching sessions, and user acceptance testing, to support the successful implementation of operational projects.
- Provide ongoing support and guidance to project teams and stakeholders, ensuring their understanding and commitment to the change initiatives.
- Lead the design and deployment of customer communication programs required to support the operational components of the change.

**Continuous Improvement and Evaluation**:

- Continuously evaluate the effectiveness of change management strategies and tactics, identifying lessons learned and areas for improvement.
- Collect and analyse data and feedback