Speech Reporting Lead

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.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• 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

• 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.

What we’re looking for

• Strong knowledge of speech MI and report production in a regulated environment.
• Background with speech and reporting tools, systems such as NICE, Verint, Call Miner or similar.
• Knowledge of how to create visually appealing reports in Excel, Power BI, or Tableau.
• Knowledge of data visualisation techniques and best practices.
• Proven presentation skills- both verbal and written
• Stakeholder management – able to work effectively with key business and client stakeholders
• Excellent Leadership and Stakeholder Management skills.
• Good communication and influencing skills.
• Strong problem diagnosis and resolution.
• Ability to work under pressure and to tight deadlines.
• Experienced in working in a regulated environment, adhering to legislative frameworks such as GDPR, FOIA, and the Data Protection Act.

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!