Business Readiness Specialist

Job Description

Location: Potters Bar, GB Bristol, GB London, Douglas IOMCompany: CLFIS LimitedDescription: Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.Job Summary

• To support the Customer Services Transformation Platform team in the delivery of the Simplified Platform programme by actively participating in the relevant work stream or Central teams or Project Support within CS.
• Works effectively as a key support & execution member across CS & Transformation programme, ensuring engagement with the work streams, Agency or customer teams or project team within the CS Transformation team
• Using existing subject matter knowledge & skill to support a successful implementation of various drops in SP or ongoing operating procedures across processes, system & platforms into Customer Services.
• Validate & test product specific knowledge about the regulatory, professional and legal requirements from a CS perspective and intimate knowledge of current working practices v/s future state

What youll do

• Applies subject knowledge to support the work-stream to test, build & rollout the requirements. Documents decisions, risks and issues in the most timely and appropriate way, to ensure they are correctly influenced as required or successfully resolved /mitigated by a work stream, Migration or Projects Support lead
• Supports Business Readiness by taking responsibility for key elements such as carrying out User Acceptance Testing, also ensuring relevant processes & guidelines are created to support Customer Services readiness for proposition drops within SP or relevantprojects / CS activities.
• Deputises for the work stream leads or Migration lead - CS Transformation. Makes sure works closely with TLs & CSM to capture requirements or readiness support also doing walk through for various drops within SP, CS tasks or Migration deployments (BothOperations & Operations Support) in the most effective way. Able to confidently represent each WS or Projects or Migration deliverables within CS Customer Services operational audience
• Documents Operational Guidelines with support from Process Excellence into Pro-Mapp. Uses these to communicate and support the successful delivery of training to Customer Services team members ahead of roll-out of SP deliveries.
• Execute & Support migration, repatriation & testing activities across CS for any business led, SP, Migration or Operational Projects including activities FACTA or Annual shut down / BCP. E2e readiness support & execution responsibility for transition ofCS elements.
• Fully understand the Customer Services Process Master List and uses expertise and knowledge of business processes to evaluate the impact of changes between the as-is and to-be processes with the help of work stream / migration lead or Project support
• Inputs into the Process Governance Forum, key impacts, next steps & pending action. Supports & leads data cleansing, Testing or act as super users. Provides clear communication and comprehensive answers to questions to ensure sign-off is gained as appropriate

Knowledge/ Skills/ Experience Required

• In-depth knowledge of the relevant product for the project, with fair understanding of regulatory, professional and legal requirements
• Understands Customer Service / call centre reps life cycle and what makes them effective
• Knowledge & experience in rasing right flags impacting operational teams in addition to their CS duties of call taking
• Guiding new hire staff with subject matter knowledge & acting as a mentor to support a speedy onboarding experience
• Experience in supporting projects / change within CS
• Has organisational skills with ability to meet tight deadlines in an environment with competing priorities
• Agility to operate in a fast paced, dynamic environment and able to work under pressure
• Able to negotiate and influence
• "Can Do", proactive attitude and able to use initiative
• Confident, with good decision making and problem-solving skills
• Excellent written and verbal communication skills
• Intermediate knowledge and experience of MS Office

Qualifications

• Project Management preferred along with mandatory CS experience as call taking
• Experience in financial services especially in Insurance & Wealth - homes finance is desirable
• Raised issues within CS for system & processes from time to time with substantial impact on improvements driven through them.
• Lead people or supported people (CS staff) of anywhere between 5 to 10 is advantages

What youll like about working hereAs a Canada Life UK colleague, youll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. Youll also receive the supportyou need with your personal and professional development.Diversity and inclusionCanada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences