Company Description

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 experianplc.com.

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 12‑month 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 long‑term 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 audit‑readiness 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 customer‑focused, innovative, compliant, and performance‑driven 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 two‑way 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 executive‑level 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 high‑performing teams
Excellent problem‑solving and critical‑thinking skills
Experience building and presenting complex demand and resource management information
Proven track record delivering high‑quality 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
Well‑developed personal organisation and time management skills

Qualifications

Experience in leading and building high‑performing teams
Excellent problem‑solving 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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