Who are Diligenta?
Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
An exciting opportunity has arisen for a Continuous Improvement Delivery Manager to join the Customer Experience function as Diligenta.
You will be responsible for owning and identifying measurable improvements through delivery of projects end to end across the account.
You will play a key part in creating the case for change defining, analysing MI, insight and processes within our business, to implement and drive improvement demonstrating a measurable impact to our business and customer experience.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
- Apply to find out about our other benefits
What you'll be doing
- Engaging and influence senior stakeholders (including process owners and customer office) to review journey performance and identify opportunities for improving customer and business outcomes
- Building an effective and appropriate approach to the project work, reporting and oversight structure and provide data in regards to the process efficiency, business cost and regulatory risks associated with any proposed changes, identifying all areas of opportunity to save costs
- Overseeing business cases of your teams to support the development of rightsizing and deployment opportunities
- Completeing and maintain the project route map to identify business improvement and transformational opportunities
- Influencing and challenging SME's to ensure consistency of approach and safeguarding of customer experience
- Responsible for effective oversight and / or execution of complete project change management cycle from issue identification to sustaining the change
- Collaborating with operations and support functions on base and wider accounts to deliver sustainable change
- Overseeing the delivery of the project deliverables reducing risks and removing blockers to delivery
- Consulting with the business, transformation and strategic partners to identify, understand and challenge business issues and problems in order to explore underlying causes and recommend appropriate solutions or courses of action.
What we're looking for
- Understanding and experience of change cycles / methodology
- Approachable, pragmatic and action-orientated
- Solid coaching skills to support you team of direct reports
- Strong interpersonal skills and confidence to select and apply relevant analytical and process engineering tools
- Sturdy written and verbal communication skills and the ability to influence and negotiate with stakeholders at all levels
- Robust attention to detail, good fact finding skills and ability to make evaluative judgments based on both quantitative and qualitative information
- Able to use different techniques to elicit and capture business requirements, understanding which are best suited to a particular need
- Understands financial considerations and potential financial impacts of requirements and solutions options
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!