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Business Process Lead
2 weeks ago
Role Description:
The Business Process Lead is a key role within the Implementation team to enable the successful operationalization of projects into the Customer Experience team. The Business Process Lead works with stakeholders to identify deliverables and takes ownership to ensure business processes and procedures are in place and teams trained in readiness for a smooth transition into the Customer Experience team.
Team Responsibilities:
The client experience team provide omnichannel communication support, effective case management and administrative processing to meet agreed Service Level Agreements (SLA) for our clients. We are the first point of contact and trusted to provide accurate information about our propositions and resolve issues that arise, which sometimes means escalating to the appropriate team.
The client experience team provide factual information to assist clients in making informed decisions and support administrative processing to ensure service objectives are met.
Specific Role Responsibilities:
- Ensures that there is a business perspective on how any new technical capabilities will be integrated into the business- Review new or re-engineered processes end to end including gap analysis, process improvement, design, documentation, operational readiness and implementation.- Ensure process changes are firmly embedded and understood by the business which includes procedure and training documentation- Develop and design testing scenarios and test plans that can be leveraged for existing and future projects, this includes ensuring that tests reflect realistic operational business conditions and processes.- Supports and engages with experts and stakeholders to ensure continuous improvements are identified.- Ensures the correct implementation of standards and procedures.- Actively contributes to the development of new operational initiatives and ensure successful implementation- Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.- Undertake any other projects/tasks as may reasonably be required to facilitate the smooth transition and management of the Customer Experience Team.
Experience Required:
- Minimum 5 years’ professional experience in the financial service industry;- Subject matter expertise in Wrap and IDPS- Strong understanding of the Australian financial services industry, regulations and obligations with particular emphasis on the provision of superannuation, wealth and financial advisory support services as part of a platform proposition.- Demonstrable track record of building relationships, dealing with key stakeholders of an organisation internally and externally- Attitude to execute, deliver and succeed;- Analytical thinking and problem solving abilities;- Excellent organisational and time management skills;- Have strong attention to detail;- Confident, proactive and able to take initiative;- Highly developed written and oral communication skills;- Ability to work under pressure to multiple firm deadlines;- Strong Excel, PowerPoint and Visio and other resource management tools essential.
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