Business Change Manager

Job summary

Discover what it’s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.

Discover what it’s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is the UK’s tax, payments, and customs authority, and we have a vital purpose: we collect the money that pays for public services and help families and individuals with targeted financial support.

With one of the largest organisational change portfolios, this is an exciting time to join the Transformation Directorate within Customer Compliance Group (CCG).
Within CCG Transformation, a significant part of our role is working with the wider HMRC portfolio of projects and programmes including Making Tax Digital and the Single Customer Account Programme as well as those that are CCG-led such as Digital Disclosure Service, Self-Assessment Risking and Strategic Returns Analysis Tool projects, to support the end-to-end change lifecycle of business-critical systems from early design through to business readiness and embedding activity.

Job description

The Change Management Programme Lead leads a team of Change Managers to provide effective Business Change support to a range of projects, or to a single major project/programme. They and their team play a key role in ensuring projects (change initiatives) meet objectives on time and on budget, by increasing employee engagement, preparedness, and adoption/usage.

This role focuses on the people side of change – ranging from changes to business processes, systems and technology, job roles and organisational structures. The primary responsibility will be leading their team to create and implement change management strategies and plans that minimise colleague resistance to and maximize adoption and usage of the change.

The focus is to drive faster adoption, higher ultimate utilisation, and greater proficiency in the changes that impact colleagues. This will lead to benefit realisation, value creation, ROI, and the achievement of desired results and outcomes.

Person specification

Responsibilities

• Line manage a team of Change Managers allocated to their team/range of projects.
• Task manage other Change Managers as part of a matrix managed organisation.
• Support and coach direct reports (line and task managed) in their development into their current role, and of the skills and experience required to progress within the project delivery profession.
• Balance team resource across the programme of change initiatives they are leading, and work collaboratively with the broader CCG Change Management leadership team, and the Directorate Change Teams, to ensure overall change management resource and capability meets the CCG priorities and expectations.
• Act as a coach and support for senior leaders and executives in helping them fulfil the role of change sponsor.
• Provide support and coaching to frontline managers and supervisors, either directly or through their team or Directorate Change Management teams, as they help impacted colleagues through change.
• Support programme and project teams in understanding change management, how best to exploit change management, and integrate change management activities into the project plans and project board papers.
• Act as a positive leadership role model for, and support the development of, the change management profession within HMRC, including contributing to the HMRC Change Management Community of Practice.
• Develop and engage with a network of change professionals across CCG and HMRC to drive effective delivery of change management into change projects within their area of responsibility.
• Be part of the Change Management senior leadership team and be responsible for Leading/supporting initiatives to address issues and improve the coherence and effectiveness of change management delivery across the portfolio.
• Engaging and supporting the collective effort to upskill and develop change managers both within the Directorate, and across Group and Department.
• Driving the continuous improvement of change management processes, practices, and artifacts.

In relation to project(s) they are responsible for, and ensure they/their team:

• Apply a structured methodology and lead change management activities throughout the change lifecycle. Leveraging change management methodology, process, and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Use Project and Programme governance to improve focus on change management - highlight change management successes, opportunities, risks, issues, and threats.
• Apply a strategic view to commonly identified Change risks and issues, so that these are escalated, understood, and managed at a Portfolio level.
• Assess the change, conducting change impact assessments and analysis, identifying key change related stakeholders, impacted individuals /teams, dependencies, opportunities, risks, and issues.
• Oversee Stakeholder Engagement to ensure a coordinated approach is in place to facilitate the involved business areas’ contribution to the project, including the contribution of Subject Matter Experts (SME’s) to project requirements and solution design.
• Support the development of the project concept and design by ensuring user communities, and impacted stakeholders and individuals can contribute to the overall project requirements, solution, outputs, and outcomes.
• Lead or support the development of the implementation approach, ensuring that that those impacted by the change have an opportunity, at appropriate points in the change lifecycle to contribute.
• Support the Project Management and Design team in ensuring that the required end user support is secured, and utilised effectively.
• Act as a point of escalation for any change related opportunities, risks and issues raised within the projects and ensure they are being managed.
• Fully engage with, and advocate for, the CCG change lifecycle governance structures.
• Ensure that any lessons learned and best practice.

Essential Criteria

• Experience of line managing and developing people, ideally within a project delivery environment.
• Possess a strong understanding of how people go through change and the change process.
• Extensive experience and knowledge of change management principles, methodologies, and tools, and their application.
• Experience with large-scale organisational change efforts, and an understanding of organisational change issues and challenges.
• Exceptional communication skills – both written and verbal, including excellent active listening skills, including the ability to clearly articulate messages to a variety of audiences, to establish and maintain strong relationships, and to influence others and move toward a common vision or goal.
• Able to work effectively, and influence, at all levels in an organization.
• Flexible and adaptable, with the ability to work in ambiguous situations, and resilient and tenacious, with a drive to persevere and succeed.
• An ability to problem solve, and identify root causes of issues and risks.
• Change Management certification e.g., Prosci Practitioner or APMG Change Management Practitioner Certification.

Transitional Sites Information

If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

This site is:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle

You will be given more information about what this means at the job offer stage.

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Qualifications

Change Management certification e.g., Prosci Practitioner or APMG Change Management Practitioner Certification.

Technical skills

We'll assess you against these technical skills during the selection process:

• You will also be asked questions on the practical application of Change Management to support a change project in order to assess your Technical skills and abilities.

Benefits

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history. Please evidence recent and relevant experience on how you meet the Responsibilities of this role as outlined in Person Specification.
• A 750-word Personal Statement which should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification as outlined in the advert. Please provide examples showing impacts and outcomes.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on your CV.

At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview you will be asked to deliver a 10-15 minute presentation (including questions) based on your Experience. The presentation should cover an outline of a change project you have supported, with a specific focus on the key issues you faced, how you overcame them, and the lessons you took from the experience.

You will also be asked questions on the practical application of Change Management to support a change project in order to assess your Technical skills and abilities.

Details will be sent out prior to your interview.

Interviews will take place virtually via video link.

Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Important information for existing HMRC contractual homeworkers

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations (opens in a new window).

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Robert Maltman
• Email : robert.maltman@hmrc.gov.uk

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.

If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.