The Senior Manager / Manager, Transformation leads workstreams that operate OneHUB’s transformation roadmap. Sitting within the Transformation Office, this role takes the roadmap, phasing, and enterprise-level milestones set by the Transformation Office and turns them into concrete, deliverable systems implementations, end-to-end process redesigns, and operating model changes across OneHUB functions. Through structured delivery, process discipline, and a systems-oriented mindset, this role is a core enabler of OneHUB’s multi-year evolution into an industry-leading customer service organization.

Responsibilities

Strategic Transformation Program Management

• Translates strategic direction into clear workplans, deliverables, and next steps for priority transformation initiatives.
• Lead progress of assigned workstreams, helping move initiatives from planning through implementation.
• Drive structured problem solving and develop practical recommendations to address issues and support execution.

Initiative Advancement & Business Readiness

• Conduct research and analysis to inform decisions, clarify requirements, and support advancement of transformation priorities.
• Develop materials and tools that help teams execute against agreed plans and sustain progress across initiatives.
• Identify execution risks or gaps early and elevate them for resolution.

Operating Model & Business Integration

• Operationalize operating model decisions (e.g., roles and responsibilities, decision rights, service levels, offshoring transitions) into concrete process, system, and organizational changes across OneHUB and its functional partners
• Develop standard transformation artifacts (SOPs, transition plans, and playbooks) that can be reused across workstreams, functions, and geographies

Cross-Functional Collaboration & Stakeholder Engagement

• Partner closely with Change Management & Communications, Innovation Excellence, PMO, Operations, and functional leads to ensure systems and process changes are well sequenced, well understood, and well adopted
• Coordinate with external hub operators, system vendors, and implementation partners on delivery timelines, technical dependencies, and quality of execution
• Work hand-in-hand with Change Management & Communications to ensure frontline readiness, stakeholder alignment, and smooth adoption of process and system changes

Reporting & Strategic Input

• Provide regular, structured reporting on systems and process workstream status, delivery milestones, risks, and business impact to the Transformation Office and OneHUB leadership
• Inform the refresh of the OneHUB transformation roadmap by surfacing execution learnings, operating model gaps, and sequencing opportunities across systems, processes, and organizational design