Hi, we're glad you're here! We are hiring to our Aviva Services Excellence Centre! Take a look at our job description - maybe it suits you or one of your friends?
What will you be doing?
• Responsible for prioritisation and delivery of DLM change primarily relating to policy, digital servicing and claims, including the use of necessary systems and software to facilitate tracking and activity
• Responsible for driving the performance and delivery of these multi-functional teams, ensuring:
o They have a clear understanding of priority and focus areas for each period
o Solutions maximise efficiency and effectiveness
o Changes deliver a value-add, simple customer and colleague experience
o Employee adoption of new systems and processes is facilitated
• Critical decision maker for the team with the ability to constructively challenge the existing ways of working and thinking to encourage a continuous improvement culture
• Ensure squads and others identify risks and issues associated with workstream delivery. Work in collaboration with senior stakeholders to own and mitigate these
• Ensure backlog is prioritised by value / alignment to goals and objectives
• Provide in-depth change delivery knowledge and insight to the wider DLM change portfolio to support prioritisation and development of continuous improvement and optimisation
• Support development of measures and tactics to support the delivery of strategy.
• Support the ongoing development of existing and emerging technologies and systems within DLM to enhance and adapt solutions
• Responsible for acting as the primary communicator for own changes with business-wide stakeholders to ensure;
o support is gained to maintain pace in the delivery of outputs
o delivery plans are in place that maximise the return on investment for DLM, as well as delivering good customer outcomes, and decisions can be made at key phases in the journey
o mindset of business owners is challenged to ensure objectives are achieved
• Collaborate with Motability Operations to ensure that dependencies between organisations are understood and delivery of technology change is appropriately co-ordinated
• Conduct thorough change impact assessments and stakeholder analyses to identify potential risks and resistance points
What we’re looking for?
What are the core competencies (skills, knowledge and behaviours) required in this role?
• Proven track record of change delivery in a dynamic environment
• Big picture, strategic thinker with ability to translate this into strategy and change activity
• Passionate about innovating, creating and continuously improving products and services for internal or external customers.
• Is numerically and commercially literate, and personally resilient
• Flexibility to adapt to changing priorities and challenge the status quo
• Is a consensus builder when appropriate, but ruthlessly prioritises when not, and comfortable as a decision maker
• Facilitating diverse stakeholders to encourage cross-discipline collaboration to achieve business goals and overcome organisational challenges to ensure delivery
• Very strong communication skills including ability to communicate effectively with various stakeholders including the delivery of contrary or unpopular advice to others
• Being constantly open to new learnings and insights. Continually developing oneself. Being effective at facilitating and teaching new concepts and ideas
• Commercial awareness to support decision making on behalf of the business unit
• Strong root-cause data analysis, interpretation & deployment to identify complex problems – understanding of value and failure demand
• Knowledge and experience in applying improvement methodologies ideally Agile, Lean and Systems Thinking
• Strong Stakeholder management skills at senior levels
• Regulatory and risk awareness
In Aviva Services Excellence Centre, we provide:
- baby leave – 6 weeks leave for second parent
- shortened working time after parental leave
Do you see yourself in Aviva Services Excellence Centre? Be sure to apply!
As a signatory to the Diversity Charter, Aviva applies a policy of equal treatment and creates a work environment that is friendly to people with disabilities. We do not require the date of birth, marital status and attaching photos from the candidates. We invite both women and men to apply.
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