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.

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.