About This Role

Summary of the role

Delivering excellent customer outcomes is core to Diligenta's strategy. The role holder will own a process within a core customer journey to ensure the process is managed and improved effectively to deliver strong customer experience/outcomes. They will also ensure this happens in alignment with the requirements of the business and in line with the targets set for the overall journey, to support delivery of Diligenta's corporate objectives.

The role holder will be responsible for leading the resource capability required to deliver the process (either directly or on a matrix basis and across multiple locations) and for creating an engaging environment that supports a digital first model, continuous improvement, effective risk and controls management, reduction in operating costs, improvements in service and value creation, both for the Diligenta business and for its clients. Has a deep understanding of the market and awareness of regulatory and innovative change on the horizon.

There are four roles, and the successful candidates will be aligned as follows:

• Process Owner - General Servicing
• Process Owner - Bereaved
• Process Owner - Money Out
• Process Owner - Schemes

What you'll be doing

• To support the Journey Owner in leading and managing the process components of a key Customer Journey to deliver excellent service in alignment with the agreed strategy and the needs of the Operations function and the Diligenta business, in support of client's customer experience strategies.
• Ensure that contractual (SLA) and non-contractual (NPS) measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered through the effective management of resource for the process- within the journey and through the ongoing monitoring and improvement of the process performance.
• Support the Journey Owner in ensuring that the process operates on a robust, well controlled basis with effective management of controls and risk, minimising cost of failure, breaches and other negative consequences driven by control, people and performance failures. Work with Line 1-3 teams to ensure that the process continues to be managed in accordance with regulation, client standards and any other frameworks as appropriate. Ensure the controls environment is evolved in line with the deployment of technology and changes to other processes in the journey.
• Through analysis of MI, data, complaints trends, TNPS scores/comments, feedback and other sources of insight, identify continuous improvement activity and take action to deliver this activity either directly or in collaboration with other business teams (i.e. DOM team, Change team).
• Be the gate keeper of change to the process to ensure that when impacting business change initiatives are scoped, shaped and delivered, they are done so in a manner that support the effective management of the process and ultimately the customer journey.
• Responsible for the end-to-end process design with a view of how the process is designed across Diligenta accounts to learn and share best practices and technology.
• Support the Journey Owner in delivering change to the journey to ensure that when impacting business change initiatives are scoped, shaped, and delivered, they are done so in a manner that support the effective management of the customer journey.
• Operate as part of an operations management team and play an active role in this, supporting the delivery of the management team's objectives and role modelling strong management and leadership behaviours.
• Deliver/influence digital adoption measures relevant to the process to ensure that the use of digital channels is optimised, in support of client and internal service and cost drivers.

What we're looking for

• Proven leadership skills - able to motivate and inspire team
• Proven analytical skills - able to translate analysis into action
• Proven commercial skills - able to identify and deliver cost reduction/revenue increase opportunities
• Stakeholder management - able to work effectively with key business and client stakeholders
• Proven presentation skills - both verbal and written
• Effective controls and risk management
• Significant experience of Operations - preferably gained in team leader/manager roles in contact centre / back-office environments
• Experience of UK L&P market place
• Experience of driving improvements involving process, people and technology
• Experience of managing delivery of offshore teams
• Commercial awareness experience

The hiring manager to contact is: Deborah Salmond Email: deborah.salmond@diligenta.co.uk

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