Change and Transformation Manager - UK Contact Centre
Change and Transformation Manager - UK Contact Centre
Apply locations UK Edinburgh GB Chichester time type Full time posted on Posted 11 Days Ago time left to apply End Date: April 2, 2025 (8 days left to apply) job requisition id JR102820
About Aptia
Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.
In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.
And we are expanding. Aptia Group is not only fuelled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.
Specialist. Responsive. Thoughtful. These aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.
If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.
Job requirements
Joining us in this pivotal role, you will play a key part in driving forward the First Contact Team’s technology and process solutions, setting us apart from the competition.
The Change & Transformation Manager is part of the FCT (First Contact Team’s) Senior Management Team and is responsible for leading and managing complex change initiatives including Digital Transformation and Process Improvements.
The Change & Transformation Manager is also responsible for developing and implementing a clear vision and roadmap for the FCT’s transformation, including Live Agent Webchat, leveraging AI capabilities and intelligent automation. Your team will also cover real-time IT support and Knowledge Management for the whole FCT.
This role is a hybrid position where you will work from either our offices in Chichester or Edinburgh and your home address.
Here's what you’ll be doing:
* Conducting thorough reviews of existing processes and analysing this against business needs.
* Detailed documenting of requirements.
* Defining project scopes and objectives.
* Formulating and deploying solutions to match business needs.
* Measuring deployments against agreed objectives and success measures, delivering regular reports on progress and added value.
* Support composing and delivering client pitches, demonstrating the First Contact Team’s innovative and agile culture.
* Managing the intake of new business.
* Contributing to an inclusive, nurturing, and high-performance culture where colleagues are encouraged to thrive, contribute and be themselves.
* Managing and distributing work to ensure accuracy and efficiency whilst removing roadblocks that could impact team performance.
* Liaising with onshore and offshore teams to ensure service issues are managed and resolved.
* Partner with the FCT Operations Leader and wider Senior Management Team, developing overall strategy.
* Manage the development and training of all team members to fulfil both company needs and employees’ career development potential, as well as day-to-day management duties.
Here’s what we’re looking for:
* Excellent knowledge of Contact Centres, Contact Centre Technologies, MI, WFM and their application to operations.
* Someone with a proven track record in transformation, delivering projects on time, achieving against success measures.
* Advanced knowledge of Excel and demonstrably strong presentation skills.
* This position requires a candidate who can work in a complex business area, supporting a deeply nuanced client base.
* The ability to motivate and inspire large groups of people are a must.
* Someone who is passionate in driving a culture of collaboration and continuous improvement.
* Someone with strong communication skills and passion to support scheme members, whatever their personal circumstances.
* Demonstrable resilience and adaptability in a fast-paced, agile environment.
If you are interested in this role and then we’d love to hear from you. Please go ahead and click apply to submit your CV.
How to apply
If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.
If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.
About Us
Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.
With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.
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