About This Role

Summary of the role

We are currently looking for a Business Readiness Specialist who will be working with the Readiness Manager to look after the engagement and preparation of the operation (Voice, Back Office and Complaints) to accept changes and maintain service levels.

This role is responsible for ensuring the facts and details are correct so that the project deliverables will meet the needs of the stakeholders, legislation, and standards, enabling good outcomes for customers.

What you'll be doing

• Understanding and developing project aims and scope to work as a Business Readiness subject matter expert in tandem with Business Analyst and PM.
• Liaising with Operations to ensure projects meet operational requirements.
• Designing comms to effectively communicate change to stakeholders.
• Work collaboratively with the training team to ensure training material is designed to enable Agents to understand and embed the change.
• Managing delivery documentation such as Action Logs, Timelines and Risk Management.
• Being the voice of the customer and colleagues to ensure we deliver change for the right reason.
• Supporting the deployment of new systems, processes and applications to confirm if these are fit for purpose.
• Helping with the development of Q&A docs to support any event mailings.
• Ensuring any changes that are being delivered create good customer outcomes and do not cause customer harm.

What we're looking for

• Ideally have a good understanding of our operations and systems.
• Some knowledge of Project Management or Delivery.
• Knowledge of Life, Pensions & Investment (LPI) products and FCA regulations.
• Ideally have change management experience.
• Happy to meet new people and speak with them about their work.
• Able to use Microsoft Excel, Teams, PowerPoint & Word.
• Organise your workload based on prioritisation and adapt to changes in priority.

The hiring manager to contact is: Claire Hughes Email: claire.hughes@diligenta.co.uk This role can be based in Stirling or Reading

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