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Business Readiness Specialist, Stirling Scotland
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
Due to internal progression, 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 subject matter expert in tandem with Business Analyst and PM.
- Liaising with Coaches and QA to ensure projects meet operational requirements.
- Designing comms and training material from an agent perspective to support adoption of change.
- Managing delivery documentation such as Action Logs, Timelines and Risk Management.
- Being the voice of the customer and colleagues to ensure we delivery change for the right reason.
- Designing and managing testing of new systems, processes and applications to confirm if these are fit for purpose.
- Approving remediation work and letters to customers / schemes.
- 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.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
- Apply to find out about our other benefits
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!
