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Operational Readiness Specialist

3 months ago

Southampton, United Kingdom Quilter Full time
Summary
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising and becoming even more customer centric. So if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us

If you are passionate about influencing change and enjoy being where the action is, this could be the perfect opportunity for you We are mid-way through a transformation strategy, with the big-ticket change still to come.

This role will work closely with the senior leadership team across Affluent Operations to help us prepare functional teams in readiness for the change planned.

Head of Operations Transformation

About the Role

Level: 4

Department: Affluent Operations

Location: Southampton, United Kingdom (hybrid)

Contract type: Fixed Term Contract / Secondment

Contract Duration: Until May 2025.

The key aim of this role is to ensure our business is 'ready, willing and able' to cope with the change and our customers and advisers are communicated with and prepared, where impacted. There will be plenty of support and opportunities to learn about the wider business as well a defining the approach to meet business needs.

Here's a flavour of what you will be leading and supporting:
  • Ideally experienced in completing a business impact assessment across all areas impacted by changes, ensuring the impact on our customers and advisers is considered.
  • Enjoys working with diverse groups of people to understand and analyse the impact of the change on their function, including any changes in volumes
  • Understand the critically to follow entire processes through to completion, for example, where required completing the change loop with HR to deliver new / amended roles and responsibilities required to successfully implement the new way of working.
  • Passionate about cultural changes and supports functional heads to embed as part of a new operating model
  • Collaborating with SME's / function Managers to produce the training needs assessments and proposing a strategy for training delivery with either CST or the Colleague Skills and Readiness area.
  • Relentless in ensuring all change considers both customer and employee enabling communication plans and materials
  • Co-ordinating the signoff, delivery, and implementation of new/amended procedures, and updating process maps and Customer journeys where applicable and ensuring these align with revised roles and responsibilities and linked to training plans
  • Liaising with Operational Analytics for inclusion in operational workforce management and MI to co-ordinate the implementation of new or changed Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) required as a result of the project implementation.
  • Working with the BAU Support teams to deliver a robust pre and post implementation support process and plan.
  • Supporting each business area through the transition and implementation phases acting as a point of contact for the user community
  • Joining up with First Line Risk and Controls to ensures business continuity plans are updated to reflect any changes required, as a result of each release phase.
About You

Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.

The ideal candidate will have the following skills,
  • A great opportunity for someone looking to take the next steps in their career development.
  • Strong knowledge across all of Platform Ops.
  • Comfortable with challenging the business.
  • Training planning and delivery.
  • Communications delivery across large multi-site programmes/operations
  • Will have strong time management and can balance numerous different tasks at one time.
Qualifications:

Prince 2 Practitioner (Desirable)

Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures.

In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times.

Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there.

We are passionate about building an inclusive culture where everyone's contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.

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