Diligenta Careers Internal

About This Role

Summary of the role:

This varied and challenging role will be working across all areas of the Aviva account operation to deliver training on Important Business Services processed, the goal of which is to cross skill an additional 30%+ of people in critical processes who currently work in non-critical service lines to ensure the business can recover in unplanned system outages or loss of critical staff as per Operational Resilience guideline dictated by the FCA.

This dedicated training team, will be responsible for initial training and accreditation of onshore and offshore staff, along with ongoing support, including the full training cycle from process documentation, training design, training delivery and analysis of training results to progress training further.

The role will also co-ordinate post training activities such as maintaining skills, work flow co-ordination to ensure upskilled areas work to service levels agreements as dictated by the business.

This role will form part the Aviva account training team, reporting into the Training Team Lead and be responsible for delivering training to ensure the account has appropriate skills on important business services (IBS) to adhere to impact tolerances should there be an event that impacts appropriate IBS’s.

What you'll be doing:

Liaise with internal and external customers to ensure that the training team proposition is achieved
Work with SME’s and project teams to enable updates of all training aids and material
Ensure all training is in line with the current governance process and look to develop further where appropriate
Develop identified colleagues within all areas of the operation to timelines as agreed by the business
Establish & maintain strong working relationships with on shore and off-shore colleagues to ensure service levels are met though working as one team
Personal accreditation achieved and subsequently maintained in all relevant processes, and support the business in service delivery when required being a Subject Matter Expert on multiple work streams.
To act as a subject matter expert and deal with more complex customer enquiries
Adhere and support an alerts and triggers process to notify key stakeholders of issues and actions taken
Coach colleagues in own area of expertise so that they can complete their work to agreed standards, providing task based training where necessary
Ensure process guides responsible for are maintained as per account frameworks and guidelines, reviewed within set timescales

What we're looking for:

Strong customer focus and customer skills, ability to put yourself in the customer’s shoes and communicate information and decisions with empathy
Good written and telephone skills, possessing a confident, professional manner
Ability to take on board product and process knowledge and apply it quickly
Ability to acquire a clear understanding of Pensions processes, legislation and calculations
Ability to learn and effectively navigate multiple computer systems and operate various processes
Ability to maintain and challenge procedures
Ability to work effectively under pressure, self-motivated, able to work unsupervised and achieve targets set. Reliable with good time-keeping record
Ability to train others to a high standard and maintain skills going forward
Pensions and or Life product knowledge
Knowledge and application of line of business systems and processes including workflow
Ideally 2 years (or equivalent) customer service experience in a financial services role
Knowledge of Computer packages such as Microsoft Word
Experience of Procedure guide writing
Experience of administration for our Important Business Services

HM: Chris Ware HM Email: chris.ware@dgaviva.com

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Training Team Representative

About This Role

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