Diligenta Careers Internal

About This Role

Summary of the role

Delivering excellent customer journeys is core to Diligenta’s ‘One Diligenta’ model strategy and is key to Building “Purpose and Pride”. Due to continued growth and evolution of our BaNCS platform, a Pan Account, Enterprise MI, Planning and Insights function is essential to support the business going forward as it continues to grow.
This function will become the focal point that safeguards those customer journeys as well as help embed consistent way of assessing performance for our; Customers, Clients, & Colleagues. This new function will support all MI, Planning & insight requirements for all accounts across Diligenta’s clients old & new.
The role holder will be responsible for the creation and embedding of the overall Diligenta standards that will be utilised across all accounts, this will require processes, good governance and client interaction at pan account level to embed; the go forward ‘One Diligenta’ model. Working with Senior stakeholders (EMT, OLT and Client Partners) across client accounts
The objective is to deliver a consistent, best in class operating model across Diligenta and the approach it applies to its clients. This will streamline MI, planning and insights and deliver operational efficiencies, increase accuracy and improve productivity. This new blue print will be transferable to any new customers and client books of business in a timely manner.

This role can be based in Peterborough, Bristol, Edinburgh or Liverpool.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you’ll be doing

Strategy: Develop the consolidated strategic Planning, Reporting & Insights agenda, the roadmap and manage performance against this for all Operations.
Stakeholder management and key influence with EMT, Account Directors, Operational Heads.
Director relationship meetings set up and Directors kept up to date with priorities and deliverables
Has complete accountability for the results and performance of entire utility
Develop a comprehensive MI strategy aligned with the organization’s strategic objectives, focusing on providing actionable insights to drive decision-making.
Establish an effective MI, Planning and Insights Governance an Control mechanism to ensure data accuracy, consistency and security throughout the MI lifecycle.
Balance commercial and customer needs through appropriate and agreed decision making
Ability to analyse data and “tell the story” in an appropriate and effective way to relevant audiences
Build and lead a high performing MI Utility team, providing mentorship and professional development opportunities to ensure the team’s success
Stay informed about industry best practices, emerging technologies, and regulatory requirements to continuously improve MI capabilities and stay ahead of the curve

What we’re looking for

A degree in a relevant subject or proven business experience in similar role
Ability to develop, manage and lead remote teams in a newly created function across multiple locations.
Effective stakeholder management including director and EMT level.
Relevant experience in MI, reporting and analytical experience.
Relevant experience in capacity planning, scheduling and workflow management experience.
Relevant experience in database design, implementation and reporting delivery.
WFM tools, Verint, NICE, Active OPS, Alvaria, CISCO or similar.
Programming, statistical, robotic process automation, machine learning, speech analytics and artificial intelligence knowledge.
Strong Influencing and negotiation skills.
End to end database solution design and implementation.
Knowledge of open source solutions e.g. Python
Dashboard solutions e.g. Power BI/Tableau.
Strong knowledge of Excel, Word and Power Point.
Budget management and forecasting.
Relevant work experience in a in a similar role within financial services/pensions /investments/insurance industry.
Setup, developed and led remote functions across multiple locations.
Implemented and embedded a new and consistent working model into a business with a structured and streamlined approach.
Proven ability to analyse business issues through data and process analysis, identify root causes and implement appropriate solutions.
Robust data control and governance experience.
Strong internal and external stakeholder management skills.
Extensive data modelling experience.
Developing and managing service level agreements.
Negotiating and influencing at senior level.
Delivering presentations at director level.
Ability to lead tender and contract negotiations from start to finish.
GDPR and associated regulations.
Third Party and supplier management.

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

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Enterprise Head of MI

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