Business Tooling and Operations Manager

Job Description

Role Description

The Business Tooling and Operations Manager has primary responsibility for the support, improvement, and development of business management tools, including BlueOptima, across the Global Technology and Innovation (T&I) organisation. The role also holds responsibility for the Technology Business Operations (TBO) team, providing leadership for teams accountable for Reporting & Insights and Programme Management Office (PMO) support for T&I.

The role is accountable for the end-to-end management of critical business tools, ensuring delivery against strategic initiatives and major changes aligned to the Technology Business Management operating model. This includes understanding major strategic programmes, associated delivery methodologies, and how Technology Operations must adapt to support evolving business needs.

Success in the role is enabled through strong partnerships with business units and shared functions to understand business strategy, investment pipelines, and how these translate into tooling demand. The role leads business case development to assess cost-to-serve impacts, propose optimal tooling solutions, and source resources appropriately from across Experian.

The role also leads productivity improvements, supports agile ways of working, identifies delivery gaps early, and implements mitigation actions to ensure business commitments are met.

Key Responsibilities & Activities

• Lead a team to deliver service support and maintenance, ensuring business tooling commitments to global and regional customers are met as a minimum
• Deliver and manage 12month roadmap views for Technology Business Operations stakeholders, regional stakeholders, and financial approvers to enable cost planning for major changes
• Own and deliver a Continual Improvement Plan, driving maturity and operational enhancements aligned to defined improvement outcomes
• Ensure effective licence management, including:
  • Forecasting demand from global and regional stakeholders
  • Reporting against actual utilisation
  • Implementing and managing processes to disable users based on adoption and usage
• Recognise TSSI and regional requirements in major changes, assess impacts appropriately, and engage relevant teams using the correct change methodology
• Develop and maintain strong, influential stakeholder relationships across business functions to understand the change landscape
• Challenge effectively and with credibility across all stakeholder levels
• Maintain a strong understanding of business strategy to support short-, medium-, and longterm development initiatives and programmes
• Build business cases and engage executive stakeholders for approval
• Work with Technology Business Operations partners to track demand and flex capacity using appropriate skillsets
• Develop new approaches to reporting and MI, improve delivery processes, and explore new tools and ways of working to enhance the Business Management Tooling framework
• Ensure accurate demand forecasting and capacity management, supported by an effective sourcing model
• Manage risks, issues, and ensure auditreadiness of Business Tooling

Success Metrics

• 100% of change activity documented and implemented successfully
• 100% of continual improvement activities delivered on time with forecasted benefits achieved
• 100% of roadmap items documented for prioritisation and approval, including cost and benefit tracking

Leadership Responsibilities

• Act as a role model for high ethical values and integrity, promoting a customerfocused, innovative, compliant, and performancedriven culture
• Deliver performance through effective people management, including:
  • Clear objectives
  • Development plans
  • Regular, constructive feedback
  • Active recognition of high performance
• Drive positive employee engagement through twoway communication, high visibility, responsiveness to feedback, and protection of employee wellbeing
• Develop and implement talent management, succession, and reward plans aligned with wider organisational strategies
• Demonstrate executive leadership during periods of organisational change, growth, and transformation

Governance & Control

• Proactively identify risks and issues, ensuring timely mitigation and remediation
• Ensure compliance with governance, risk, compliance, and control frameworks, operating within agreed risk appetite
• Maintain appropriate information security, resilience, business continuity, and disaster recovery arrangements in line with established standards

Typical Skills

• Strong business acumen, strategic thinking, and operational mindset
• Proven ability to embed a culture of continuous improvement aligned with business goals
• Advanced communication, interpersonal, negotiation, and presentation skills
• Credibility to influence senior stakeholders across functional boundaries
• Excellent knowledge of business management principles
• Strong organisation and time management capabilities
• Ability to establish trusted, collaborative partnerships with peers and executives
• Confidence to challenge constructively and credibly
• Strong written communication and executivelevel presentation skills
• Ability to analyse qualitative and quantitative data and translate insights into actionable recommendations
• Capability to operate effectively at both strategic and operational levels
• Good knowledge of agile development practices

Typical Experience

• Experience leading and building highperforming teams
• Excellent problemsolving and criticalthinking skills
• Experience building and presenting complex demand and resource management information
• Proven track record delivering highquality outcomes and delighting customers
• Demonstrated success implementing continuous improvement initiatives from issue identification through resolution
• Advanced communication and influencing skills with senior stakeholders
• Strong business management expertise
• Welldeveloped personal organisation and time management skills

Qualifications

• Experience in leading and building highperforming teams

• Excellent problemsolving and critical thinking ability

• Strong credibility to influence and communicate effectively with senior stakeholders across functional lines

• Proven ability to implement a culture of continuous improvement, ensuring clear identification of issues through to resolution in line with business goals

• Proven results with a strong focus on quality delivery and customer delight, consistently holding self to high standards

• Experience in building and presenting complex demand and resource management information

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning World's Best Workplaces 2024 (Fortune Top 25), Great Place To Work in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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