Vacancy: Operational Change Specialist, Stockport SK2, UK

Posted on: Nov.24.2021

Vacancy Salary £Competitive + Bonus + Benefits
Vacancy Location Stockport
Closing Date {Expiry Date}
This is a permanent, full time vacancy that will close in 20 days at 23:59 GMT.

Responsible for coordinating projects within their functional area and managing these projects from inception to completion, including the management of incidents, delivery of change and embedding of new processes. The role also acts as a link between operational areas, Clinical Teams, IT, Product Owners, R&D team, Supplier Management, External Partners, Internal Comms, Marketing, HR, Resource Planning & MI teams.

• To initiate and drive projects in their area from inception to completion in order to ensure that the business intent is effectively and efficiently implemented, with minimal operational impact.
• This includes the design and reviewing of business requirements, analysis of performance data, production and upkeep of internal guidance material and communications around changes.
• To use product and process knowledge to contribute to all projects that have a bearing on the operational area, in order to ensure that projects improve efficiency and performance.
• Represent the business area to ensure any deliverables meets expectations of the customer, end users and stakeholders.
• Responsible for engaging Operational Management on system escalations, new system requirements, and ongoing continuous improvement and change activity.

• Be confident in having challenging conversations with stakeholders around scope, business requirements, delivery timelines, and operational impact.
• Consider potential automation of operational processes, and use of existing and new technology within Vitality to support business needs.
• Responsible for the information contained within knowledge articles are updated regularly and maintained with changes in process, product or benefit. This includes the process of ensuring other areas (such as (Learning & Development, Knowledge Team and Quality Assurance) are aware of the changes and that this is built into their relevant material.
• To drive efficiency of processes within their area of influence in consultation with Continuous Improvement Team and the operational management.
• Review and enhancement of Quality Assurance and other audit tools recommendations, in conjunction with operational management.

• To support the creation, and ongoing improvement of reports and dashboards as they are required to support the business. Where necessary work with MI and Ops Managers to ensure report requirements are specified and signed off and submitted.
• Support in the review, and tracking/progressing of actions from any internal report findings, collaborating with SME/BME input where required.
• To ensure that all process flows and rules (changed or created) are acceptable and do not have an adverse effect on the operational area. Functional Specialist will need to identify and engage with the Subject Matter Experts for each area.

• Working with both 3rd parties, and other business partners, to ensure that changes are scoped, communicated and embedded effectively and timeously.
• Ensure that processes are robust and up to date, working closely with L&D, Marketing and Internal Communications.
• To maintain effective relationships with key stakeholders at all levels of the business.
• Regular communications and strategic updates to the Service Director, Heads of areas, Operations Managers and Team Manager population.

• Advanced Industry Knowledge
• Project management experience (ideally within an operational environment)
• Stakeholder relationship management experience
• Understanding of data analysis and statistics
• In depth experience with dealing with product and processs, and driving change
• Managing complex processes with multiple stakeholders, across business operations and systems
• Experience in process mapping of complex operational processes
• Proven problem-solving, decision-making and financial skills.
• Practical experience in different project methodologies

• Leadership and management experience
• Experienced in the design and implementation of online journeys
• Understanding of Salesforce applications
• Previous experience in the creation of technical integrations and dependencies
• Previous experience in Microsoft Applications (SharePoint, Forms, Power Automate, Excel, Word, PowerPoint, Visio)
• Previous experience with work distribution applications, and ticketing software

Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices - a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.
If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made. If you believe you may be exempt under other grounds (non-medical) please submit your reasons to us and we will review them.
If you have any questions, please contact: recruitment@vitality.co.uk.

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