Process Owner

Process Owner

Salary: £39,500 - £49,400

Location: Edinburgh

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

Due to a restructure of responsibilities within our journey's teams, we currently have several vacancies for Process Owners in the LBG Account in Edinburgh. This role is focused on owning and continuously improving a key customer journey process to deliver exceptional customer outcomes aligned with Diligenta's strategic goals. You will be leading resource capability, fostering a digital-first environment, and driving continuous improvement, risk management, and cost reduction.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing

• Supporting the Journey Owner in leading and managing the process components of a key Customer Journey to deliver excellent service aligned needs.
• Ensuring contractual (SLA) and non-contractual (NPS) measures of customer experience effectiveness, timeliness, and quality are consistently achieved through resource management and ongoing process monitoring.
• Assisting the Journey Owner in maintaining a robust, well-controlled process environment by managing controls and risks to minimise costs of failure, breaches, and other negative outcomes.
• Collaborating with Line 1-3 teams to ensure process compliance with regulation, client standards, and relevant frameworks.
• Identifying opportunities for continuous improvement through analysis of MI, data, complaints, TNPS scores, and customer feedback, and take action, either independently or with other teams (eg, DOM, Change).
• Acting as the gatekeeper for process change initiatives, ensuring scope, design, and delivery support the overall customer journey.
• Responsible for the end-to-end process design, sharing best practices and leveraging technology to optimise across Diligenta accounts.
• Contributing actively as part of the operations management team, supporting team objectives and demonstrating strong leadership and management behaviours.
• Driving digital adoption initiatives to optimise the use of digital channels within the process.

What we're looking for

• Ideally qualified to A level standard or equivalent or above.
• Must be able to translate analysis into action and identify and deliver cost reduction or revenue increase opportunities.
• Must be able to drive improvements involving process, people, and technology.
• Ideally have previous customer journey management experience.
• Ideally be able to work effectively with key business and client stakeholders, as well as motivate and inspire a team.
• Any Project Management qualifications would be an advantage although not essential.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!