- Support Branch and Contact Centre leadership teams and colleagues to be operationally ready for new changes impacting the frontline
- Impact assess initiatives to understand testing, demand, colleague training and knowledge requirements, customer journeys, controls, process updates and communications
- Implement change across customer-facing operations, including TSB Integration
- Manage an individual portfolio of initiatives and personal capacity to deliver channel changes
- Manage testing and build and deliver new processes and initiatives
- Consider customer experience, face-to-face and voice demand, and colleague capacity
- Provide regular updates and opportunities for channel leadership to input and shape changes
- Support the Distribution Change and Comms team in managing delivery alongside the wider channel change outlook
- Support collaboration, simplification, and customer and colleague focus
Requirements
- Experience in a customer facing environment (Preferred)
- Process Improvement (Preferred)
- Project management or operational readiness (Preferred)
- Knowledge and understanding of frontline colleague systems and processes (Preferred)
- Understanding of Customer journeys, products, services and channels (Preferred)
- Organisation (Required)
- Good written and verbal communication skills (Required)
- Problem solving (Preferred)
- Adaptability (Preferred)
- Stakeholder Management and collaboration (Preferred)
Core Competencies
Demonstrates strong organizational skills and effective communication abilities while managing change initiatives in customer-facing operations. Capable of assessing impacts on customer journeys and collaborating with stakeholders to implement process improvements.
Highest-signal resume keywords
- Organizational Skills
- Good Written And Verbal Communication
- Stakeholder Management
- Process Improvement
- Project Management
Hard Skills
- Process Improvement
- Project Management
- Operational Readiness
- Understanding Of Customer Journeys
- Knowledge Of Frontline Colleague Systems
Soft Skills
- Good Written And Verbal Communication
- Problem Solving
- Adaptability
- Collaboration
Industry Keywords
- Customer Facing Environment
- Channel Changes
- Customer Experience
- Colleague Capacity
- Testing
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Business Analysis & Change Manager in Bradford employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
