Diligenta Careers Internal

About This Role

Summary of the role
To provide support to the Operations Oversight area to ensure 1st line governance and controls processes are maintained and managed effectively across Operations, including the running and analysis of key MI to enable greater holistic operations oversight around key metrics such as SLA pipelines, age profiles, non-SLA activity, root cause reporting and customer outcomes, liaising with key stakeholders where appropriate to escalate any concerns or impacts. Also to provide oversight support with transitional activity.

What you’ll be doing

Collate, review and analyse operational MI, challenging results where appropriate to drive consistency and ensure there are no gaps. Support discussions with operations staff at all levels.
Collate and transform MI through analysis, calling out any anomalies where applicable and producing various MI reports to be shared as appropriate.
Organise and host operations oversight related meetings where appropriate, leading discussion and actions. Cascade and share best practice and working examples with operations to ensure ongoing engagement.
Attend internal operations meetings and external client meetings where appropriate to support holistic operational oversight.
Support Operations Oversight team with holistic RCA review by providing evidence and commentary in relation to holistic RCA findings to ensure a relevant and accurate feed into appropriate meetings.

What we’re looking for

Strong experience in Framework MI management and performance monitoring
Proven ability in issue management, investigation, and resolution
Excellent teamwork and collaboration skills across multidisciplinary teams
Proven ability to influence, challenge, and constructively support stakeholders
Strong planning, organisational, and time-management skills
Exceptional attention to detail and accuracy
Strong analytical, critical-thinking, and problem-solving abilities
Excellent written and verbal communication skills
Competent in Microsoft Excel, including data analysis, reporting, and maintaining accurate records

Please note, the salary advertised is based on business area FTE

The hiring manager to contact is: Jessica Harding Email: jessica.harding@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

If any employee wishes to apply for a position advertised internally, they must first let their direct line manager know they are planning to apply. For further queries and guidance, please refer to the Recruitment Policy

Yes

Attach CV

Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group

1st Line Risk & Controls Adviser

About This Role

Apply for this role:

Latest Opportunities

Head of Risk Events

Complaint Team Leader

Complaint Handler