Responsibilities

for this role:

  • Supporting the successful delivery of the defined business readiness change roadmap into the business using the Business Readiness standard operating procedures.
  • SME for ‘go live’ delivery into the business, responsible for customer journey/process maps and process note documentation ensuring quality delivery.
  • Ensure continuity service, ensuring change is adopted with confidence and improves controls.
  • Working in partnership with the Proposition teams, IT and Operations, to understand the delivery outcomes and works with the business to scope, impact assess, schedule UAT and BVT.
  • Accountable for the achievement of the right customer outcomes, acting as the gatekeeper of the customer experience working with key stakeholders across the business
  • Responsible for identifying, escalating and managing risks or issues to ensure smooth transition into live environment.
  • Proactively identify and champion opportunities to continuously improve, automate and streamline the customer experience and operational processes
  • Design journeys and processes around Advisers, end customer and business
  • Use Agile and CI ways of working

    • Key Knowledge, Skills & Experience:

  • Previous experience in an analytical or management role in a customer services or operational support function
  • Previous experience of Agile or Continuous Improvement methodology principles
  • In depth knowledge of Salesforce and Sonata
  • Proven experience of working cross functionally and in building sustained and effective working relationships
  • Risk Management identification and resolution experience
  • Can translate complex issues and information into simple, key messages and deliver them in a variety of communication styles.
  • Knowledge of dealing, MI/reporting, resource planning and service management
  • Pro-active, personal drive and enthusiastic
  • Strong planning, organisation and administration skills
  • Excellent communication and engagement skills.
  • Proven relationship building and influencing skills demonstrated through stakeholder management
  • Proven ability to manage in dynamic, high-growth, high-uncertainty environments
  • Able to manage conflict in a balanced manner
  • Ability to self-manage, organise and prioritise workload
  • Strong analytical skills

    • Job Level: Experienced Colleague
    Recruiter: Sarah Mathers

    We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
    Job ID R09455