Speech Reporting Lead

**Salary**: From £53683-£67104 **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**: An exciting opportunity has come available for a Speech Reporting Lead to join a new restructured Enterprise MI, Planning and Insights function. As a Speech Reporting Lead, you will be responsible for leading a team of Speech Analytics ensuring all speech analytics and reporting is delivered accurately in a timely manner to all key stakeholders, client accounts and the regulators. You will be performing a wide range of tasks such as understanding business reporting requirements, oversee the development and maintenance of speech reporting to support accounts at enterprise level. **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 **What you'll be doing**: - Leading and developing a speech reporting team in the UK, ensuring MI is delivered accurately and in a timely manner. - Co-ordinating the people, the knowledge, and the tools needed for the successful deployment of speech MI and reporting. - Producing automated speech MI, reporting and dashboard delivery in a range of solutions from telephony systems, Excel to Power BI, with the required controls and governance to provide accurate data delivery. - Management and development of direct reports through observing behaviours, giving feedback and coaching, ensuring robust objectives are set and are aligned to the corporate competencies. - Improving operational efficiency and productivity through standardisation, automation and best practice. - Understanding the needs and desired outcomes from stakeholders from requirements gathering, solution design and deployment. - Building strong stakeholder working relationships internally and with external suppliers and vendors. - Analysing data to identify trends, patterns, customer needs and insights that can inform strategic decisions - Supporting the delivery of the Enterprise MI, Planning, and Insights strategy. **What we're looking for**: - Strong knowledge of speech MI and report production in a regulated environment. - Background with speech and reporting tools, systems such as NICE, Verint, Call Miner or similar. - Knowledge of how to create visually appealing reports in Excel, Power BI, or Tableau. - Knowledge of data visualisation techniques and best practices. - Proven presentation skills - both verbal and written - Stakeholder management - able to work effectively with key business and client stakeholders - Excellent Leadership and Stakeholder Management skills. - Good communication and influencing skills. - Strong problem diagnosis and resolution. - Ability to work under pressure and to tight deadlines. - Experienced in working in a regulated environment, adhering to legislative frameworks such as GDPR, FOIA, and the Data Protection Act.