Manager, Operations Excellence (Comms & Operational Change)

Company Description

McDonald’s is proud to be one of the most recognised brands in the world, with over 38,000 restaurants operating in over 110 countries and over 69 million customers served each day. As the global leader in the food and service industry, we have a legacy of innovation and hard work that continues to drive us. Today, we are growing with velocity and are passionate about modernising our experiences, not to make a different McDonald’s, but to build a better McDonald’s.

We are moving fast and are adding to our outstanding team. Joining McDonald’s means thinking big every day and preparing for a career that can impact around the world. We are customer obsessed, committed to being leaders and believe we are better when we work together. We launched our home delivery through our partners, we have modernised our restaurant experience through digital improvements both inside and outside and have much more still to come.

We are dedicated to using our scale for good: good for people, our industry, and the planet. From ambitious recycling initiatives and balanced sourcing efforts to our partnership with Ronald McDonald House Charities, we are constantly improving. We see every single day as an opportunity to have an impact on our customers, our people, and our partners

The IOM Technology Team partners with our 16 international operated markets to support their shared needs, adoption and deployment of global products and services. With shared expertise and best practice, we aim to support the growth, performance and experience of a better McDonald’s through technology.

Company Vision and Culture

Our Global vision is to build a better McDonald’s and we are working hard to be the best-loved restaurant company. Our values drive our culture and shape our beliefs, our priorities, and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

• Serve: We put our customers and our people first
• Inclusion: We open our doors to everyone
• Integrity: We do the right thing
• Community: We are good neighbours
• Family: We get better together

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don’t meet every single requirement!

Job Description

As an Operational Excellence (Communications & Operational Change) Manager within IOM Technology, you will be responsible for leading the development and execution of comprehensive communications strategy, focused on tailoring internal communications strategy and driving strategic communications and segment narrative across IOM technology. You will also support landing operational and cross-functional process changes across our wider team.

What will my accountabilities be?

Communications Strategy

• Developing and implementing communications strategy to engage key audiences:
• Drives the development of Segment-level narratives, inclusive of developing messages connected to key technology initiatives and their market outcomes.
• Leads development and execution of communications plans for segment narrative which aligns to strategic reporting.
• Influencing wider support or enabling discussion on key outcomes across leadership forums through pre-reads, discussion decks and talking points.
• Considering globally distributed team across multiple time zones.
• Partner across Technology and Operational Excellence colleagues to support IOM Segment in delivering communication priorities.
• Builds strong, trusted relationships with the Global, Market and Segment teams to deliver communications aligned to Technology objectives and goals.
• Serves as a strategic thought partner and advisor to Global, Segment and Market teams on cross-functional communications, strategies, templates, and tools.
• Develops best practice internal team communications such as personnel announcements, key SLT messages and Executive forums.
• Supports overarching technology narrative for Segment-wide forums.
• Works with business SMEs and agencies to develop creative, presentations for key moments to support Senior leaders.
• Identifies and elevates technology best in class examples from Segment and markets to showcase in global channels.

Operational Change Management

• Responsible for the design, planning and execution of Change Management across the wider team and segment initiatives or ways of working.
• Collaborating with team leaders and subject matter experts across the team to understand strategic goals, current operational processes, user groups and target state.
• Supporting and guiding transition from current state to target state, and defining and planning change activities to support key phases of initiatives to meet business needs.
• Preparing change management strategies to focus on smooth transitions, success and adoption.
• Consulting with team members and identifying and managing anticipated barriers to change.
• Working closely with Leadership Teams to support the implementation of continuous improvement.
• Fostering a network across Global and Lead Market teams to build and co-ordinate multi-functional change programmes.
• Support user adoption and embedding desired changes.
• Drive people focused activities to support employee engagement.
• Drive alignment and focus on improving, optimizing, and streamlining processes.
• Define & realise value by supporting our people through the change journey.
• Drive best practice and standardisation.
• Capture feedback from Market Technology teams on Global Technology initiatives to apply stakeholder feedback and adaptions.
• Support measurement of adoption success and corrective actions plans as required on internal change initiatives.

People Management

• Personal development, motivation and coaching of direct report.
• Set and support alignment of goals and outcomes to overall team.
• Promote continuous improvement in ways of working.

What team will I be part of?

• You will join the Operational Excellence team within the Global IOM Technology team, which forms part of Global Technology. Global IOM Technology supports the International Operated Markets (IOM) segment comprising of the largest 16 markets outside the USA. These consist of IOM Markets: Australia & New Zealand, Canada, Germany & Luxembourg, France, UK & Ireland, Italy, Portugal, Spain, and IOM BU Markets: Austria, Belgium, Czech Republic & Slovakia, Netherlands, Poland, Switzerland and Ukraine.
• The IOM Technology Team partners with our international markets to support their shared needs, adoption and deployment of global products and services. With shared expertise and best practice, we aim to support the growth, performance and experience of a better McDonald’s through technology.
• Global IOM Technology, is a corporate team made up of the following areas of focus:
• Startegy & Planning – Operational Excellence team sits within this
• Solution Readiness
• Data Enablement
• LIOM & BU Segment Technologies

Who are my customers?

Given the central nature of the role, your ‘customers’ are wide and varied. With strong engagement and influencing being strengths, you will also have the emotional intelligence and flexibility in thinking and acting to engage with relevancy and authenticity at every level:

• Global IOM Technology leadership - align comms outcomes and plans with functional leaders and enable them to plan, prioritise and deliver.
• Subject Matter Experts across the department – advocate and demonstrate innovative ways of communicating.
• Market Technology Leads – ensure our strategic storytelling is simple, consistent, and with clear outcomes.
• Partnering across the Operational Excellence community with other technology teams.
• Markets – Collaborating with Market Leads to celebrate and showcase success, or represent opportunities to influence.

What background do I need to have?

You will have the mind-set and real-life experience, to lead communications and support changes in a large and complex business.

You are someone who can think strategically and work across all levels within the organisation –acting with integrity and managing upwards accordingly.

Qualifications

• A proven track record of managing communications effectively across cross-functional teams, global and segment structures and matrix organisations.
• A strong understanding or interest in technology initiatives and desire to learn
• An understanding of Change Management principles, techniques and tools - Industry recognised qualifications is a plus (i.e. Prosci ADKAR).
• The ability to influence and engage effectively.
• Strong communications and storytelling experience.
• Work with energy, empathy and passion and can inspire the same in others.
• Able to quickly forge genuine and collaborative relationships with stakeholders.
• Highly collaborative workstyle with the ability to engage and mobilise teams around common goals
• The ability to spot problems and solve them creatively, establishing best practice routines.
• Curious mind-set, never settling for the status quo and advocating for continuous improvement.
• You actively seek and act upon feedback and proactively work on your personal and professional development.
• Proficient with Microsoft Office and graphic software tools.

Additional Information

At McDonald’s we are People from all Walks of Life...

People are at the heart of everything we do, and they make the McDonald’s experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald’s or elsewhere.”