Business Tooling and Operations Manager

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at

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, throughout the Global Technology and Innovation (T&I) organisation.  This role will also be responsible for the TBO (Technology Business Operations) team and provide leadership to the team who are accountable for Reporting and Insight capability, and Programme Management Office support for T&I.

Accountable for end-to-end management of critical business tools across the Technology and Innovation organisation to unsure that we deliver against the strategic initiatives and major changes set out in the Technology Business Management operating model.  This role will entail understanding major strategic programmes, respective methodologies and how Technology Operations can adapt to support the business needs. Enabled through partnering with the business units and shared functions to understand business strategy and pipeline and how that translates into tooling and support demand for the Technology Business Operations function.  Leading on business cases to impact assess our current cost-to-serve to propose the optimal way to support business tooling and major changes, and resources appropriately from the right teams within Experian. Leading on productivity improvements across the business management tools including how we adapt to more agile ways of working across the teams. Early identification of gaps and mitigating actions to ensure we can deliver on our business commitments. 

Key Responsibilities/Activities

•    Lead a team to deliver service support and maintenance ensuring that our business tooling commitments to Global and Regional customers are achieved as a minimum

•    Deliver and manage 12-month roadmap views to Technology Business Operations stakeholders, regional stakeholders and financial approvers to support cost enablement for major changes

•    Own and deliver to a Continual Improvement plan for ongoing maturity and operational enhancements to defined improvement outcomes

•    Ensure effective licence management through forecasting of demand from Global and Regional stakeholders, and reporting against actuals.  In parallel implement and manage a process for disabling users based on adoption and usage.

•    Recognise TSSI and Regional requirements in major changes and to ensure that we assess the impact appropriately and engage the right teams for the appropriate change methodology

•    Develop and maintain influential strong stakeholder relationships across business functions to understand the business change landscape

•    Challenge effectively and with credibility

•    Maintain a strong understanding of the business strategy and requirements to support the short-, medium- and long-term business development initiatives and programmes from across the organisation

•    Build business cases and engage with executive level stakeholders for approval

•    Work with Technology Business Operations partners on tracking demand and how we leverage their skillsets to flex our capacity accordingly

•    Develop new ways of reporting, presenting MI, shaping delivery processes, and exploring new tools and ways of working to further enhance the Business Management Tooling framework within Experian

•    Ensure accurate demand forecasting and people capacity management is in place with an effective sourcing model, to support the development and improvement pipelines

•    Metrics: 100% of change activity documented and implemented successfully. 100% of continual improvement activities delivered on time with forecasted benefits achieve.  100% roadmap items documented for prioritisation and approval for implementation including cost & benefit tracking 

•    Management of risks, issues and audit-readiness of Business Tooling

Leadership Responsibilities    

•    Act as a role model for high ethical values and standards of integrity and provide leadership to create a customer focused, innovative, trust based, compliant and performance-based culture.

•    Deliver performance from people through effective performance management, actively recognising good performance, identifying talent and ensuring that all team members have stretching personal objectives, development plans and regular constructive feedback.  

•    Drive positive employee engagement, by encouraging two-way communication flows, providing high levels of visibility, responding to employee feedback, and protecting their health and wellbeing.

•    Develop and implement talent management, succession, and reward plans, in accordance with wider talent strategies and tools, to ensure an available talent pipeline to deliver required capabilities and to identify and develop high potential employees.

•    Demonstrable executive leadership through periods of organisational change, and successfully managed businesses through dramatic growth, transformation, and development.

Governance And Control

•    Regularly and pro-actively identify risks and issues and ensure appropriate steps to mitigate risks are in place and issues are remediated on a timely basis.

•    Ensure that we operate to our organisations' governance, risk, compliance, and control frameworks, through fit-for-purpose processes, practices, and accountabilities, and that the business remains within agreed risk appetite.

•    Ensure that we maintain appropriate information security, resilience, business continuity and disaster recovery arrangements within the respective frameworks and standards.

Typical Skills

•    Strong business acumen, strategic thinking, and an operational mindset 

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

•    Advanced communication skills, exceptional interpersonal, negotiating and presentation skills

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

•    Excellent knowledge of overall business management principles

•    Well-developed personal organisation and time management

•    Establishes strong, effective, and collaborative partnerships with peers, leaders, and executive management, establishing trust, credibility, and capability rapidly

•    Confidence to challenge effectively and with credibility

•    Strong written communication and executive presentation skills with the ability to present complex technical information in a clear and concise manner

•    Strong skills in conducting and analysing qualitative and quantitative research and turning the results into actional recommendations

•    Ability to think and execute at both a strategic and operational level

•    Good knowledge of agile development practices 

Typical Experience

•    Experience in leading and building high performing teams

•    Excellent problem solving and critical thinking ability 

•    Experience building and presenting complex demand and resource management information

•    Proven results focusing on quality delivery and delighting customers; holds self to high standards 

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

•    Advanced communication skills, exceptional interpersonal, negotiating and presentation skills

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

•    Excellent knowledge of overall business management principles

•    Well-developed personal organisation and time management

Qualifications

• • Experience in leading and building high performing teams
• • Excellent problem solving and critical thinking ability
• • 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 problem resolution in line with business goals
• • Proven results focusing on quality delivery and delighting customers; holds self to high standards
• • Experience building and presenting complex demand and resource management 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.

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