IVR and Telephony Manager

Cheshire  ‐ Onsite
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Description

Telephony and IVR Manager - Chester

The role entails:-

  • Driving the IVR roadmap for transformation and change
  • Oversight and recommendations of any end to end process re-engineering, simplification and continuous process improvement activities within the IVR channel, partnering with stakeholders to deliver enhanced customer experience and Conduct Risk outcomes
  • Providing an excellent customer and associate experience while adding shareholder value by managing and optimising the IVR system, it's associated Customer Journey Management (inclusive of Strategies, Complaints and VOC) and any associated requirements or changes
  • Maintaining control of the IVR governance routines and regulatory requirements
  • Ensure representation and SME engagement in any bank wide project impacting the IVR channel, including testing requirements to ensure business requirements are delivered flawlessly into IVR systems
  • Ensuring e2e testing completed on any change impacting the IVR channel

Key Accountabilities and Responsibilities:-

  • Responsible for IVR journeys enhancement and eradicating disconnects, complaints, bad volume and identifying and analysing future enhancements to the IVR and Telephony experience, documenting business requirements and assisting in assessing the potential benefit/impact of each
  • Responsible for ensuring that all regulatory changes are evaluated and facilitate solutions within the IVR activity to aid compliance and control where appropriate
  • Engages with, and leverages, the Technology, Digital, Data Warehouse and Reporting teams to ensure fit-for-purpose data structures and reports are delivered for the IVR to increase efficiencies in customer journey and maximise channel alignment outputs
  • Responsibility for all IVR Messaging and disclosures from concept to implementation (within control framework)
  • Responsible for Virtual Hold (ongoing use and control of)
  • Responsible for Identifying and analysing future enhancements to the IVR and Telephony experience, documenting business requirements and assisting in assessing the potential benefit/impact of each
  • Responsible for the oversight of annual, quarterly verification and change management, ensuring timelines are achieved and effectively controlled
  • Responsible for the control and management of the VDN and Vector diagrams ensuring they remain fit for purpose and representative of the current state at all times
  • Responsible for the overall management of the IVR containment rate and escalation of risk to plan
  • Responsible for continuously reviewing the volume of telephone lines open within the business, challenging and decommissioning numbers where appropriate
  • Responsible for working with the Vendor manager of Nuance and SOH to ensure contractual requirements are committed to at all times
  • Supporting the Strategic change manager with the review of risk registers and IVR controls
  • Responsible for Inputting into Governance routines such as Customer service investment stream, one customer working group and steering committee
  • People management responsibilities which include conduct and absence management, performance coaching, workflow and education
  • Responsible for building a fit-for-purpose, highly skilled team and the motivation, coaching and development of its members. Actively partners with peers and key stakeholders to drive the engagement model

Competencies and Behaviours -

Demonstrates leadership through the Leadership Success Factors (LSF)

  • Aspiration
  • Emotional Intelligence
  • Learning Agility
  • Resilience
  • Strategic Thinking
  • Lives & Reinforces our Company Values
    • Customer & Client Focus
    • Drives Organisational Alignment
    • Manages Risk
    • Drives Operational Excellence
    • Promotes Collaboration
    • Acts with Courage and Conviction
    • Learns and Adapts
    • Communicates with Impact
    • Develops Strong Talent

    Parity - Source, Develop, Transform

    Parity Professionals Ltd acts in the capacity of an Employment Business when providing contract work finding services.

    Start date
    ASAP
    Duration
    3 - 6 months
    From
    Parity Professionals
    Published at
    01.02.2017
    Project ID:
    1280082
    Contract type
    Freelance
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