About This Role

Summary of the role

To develop and implement a business readiness model to optimise business benefits across Diligenta Operations for Optimisation and New Client and business Programmes for BaNCs and Non BaNCs solutions with cross site alignment with oversight of all Business impacted Implementation releases.

What you'll be doing

• Uses expertise to develop and implement an optimised business model.
• Manage the Business Readiness function within the Programmes to implementation to the required standard with no adverse impact to customers, client and Operations.
• Manages and co-ordinates the Implementation timelines and activities across all in-scope clients.
• Governance of Model Office activity to ensure adequate coverage of the high volume processes is carried out and performs a review of all issues raised to ensure they are resolved appropriately.
• Oversight of Transition & Data Quality solutions to ensure they are fit for purpose and all stakeholders adequately informed and govern the process and clean up activities.
• Governance of the training and procedure guides ensuring all end users have received adequate training and process guides are in place for Day1 - provide sign off prior to go-live that training and procedure guides have completed.
• Govern the warranty process ensuring smooth transition into BAU with no adverse impact to Client or Operations.
• Builds and maintains satisfaction through engagement with key Client and internal Stakeholders up to CEO, CIO and COO levels through formal and informal meetings and reporting.

What we're looking for

• FPC 1 or equivalent
• FPC 2 or equivalent
• Experience of working in a Customer Services environment
  
• In-depth experience of working in programme and project environments
  
• Excellent understanding of the BPO Market and the advantages of Diligenta's proposition
  
• Strong understanding of L&P products and processes
• Ability to work effectively under pressure
• Manage work loads & deliverables through effective prioritisation & planning
• Strong relationship & people management skills
  
• Strong written and verbal communication skills
  
• Good MS Excel & Word

The hiring manager to contact is: Martin Green Email: martin.green2@diligenta.co.uk

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