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Business Change Technician (O910795)

Isle of Man

Assurance & Insurance

Salary DOE plus benefits package

Full time / Permanent

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Job description


Our leading Financial Services Sector Client is continuing a high growth trajectory, coupled with an ambitious transformation programme and are now seeking an experienced Business Change professional to join their team.

The purpose of this role is to ensure all Clients receive a high-quality communication experience through the delivery of clear and concise correspondence, together with well-designed Client forms, which supports an easy process for all Clients and Advisers for both Portfolio Bond and Heritage book for business.

Role Profile

  • Proactively identify and improve the full suite of Client letters and forms across the International business unit, collaborating with key stakeholders and process owners to ensure that the Client experience is foremost
  • Ensure correspondence and forms demonstrate a simple language and follow a logical and well navigated flow which does not create any unnecessary barriers for Clients
  • Support and/or participate in the delivery and implementation of small, medium and large initiatives within Client Services and across other areas of the business, and approve the content of business requirements and influence/approve system design, when required
  • Effectively use MI to monitor progress, measure value-add and prioritise activities to ensure Client needs are met
  • Able to work independently, communicating plans with Manager, always aligned to the company's vision
  • Create and/or maintain procedures that will increase the quality and accuracy for all Customers
  • Prioritise and organise your own workload to meet deadlines, goals and objectives
  • Maintain a central Client Correspondence and Form log, ensuring that all actions, tasks and communications are recorded on this
  • Ensure an annual review of all correspondence and forms is completed
  • Work with the Digital Delivery and Marketing team to ensure a clear process is maintained when reviewing all Client letters and forms
  • Behave in a manner which supports a culture of exemplary Client experience, high performance, empowerment, accountability and professionalism always. Leads the way in collaboration
  • Apply knowledge and skills to a variety of standard day to day and more complex activities across the role. Acting as an escalation point when required
  • Ensure that the User Experience team are made aware of any letter or form change that may impact any online journey
  • Build and maintain a strong support network of key contacts within the company and 3rd party suppliers
  • Respond to Client needs and identify solutions to standard and non-standard requests, taking into consideration business goals and objectives and seeking assistance if necessary
  • As part of the business readiness activities ensure any changes to any letters / forms are communicated clearly and concisely and a walk through completed, if required, to ensure all concerned parties understand the change
  • Liaise with, and fully contribute to any work streams or projects that require changes to any letters and / or marketing forms, taking full ownership
  • Ensure all business readiness activities are completed in advance of any change deployment within the Client Services teams, and thatClient experience is proactively considered always. Emphasis is placed on provision of service excellence and value to the Client where quality is critical
  • Provide regular reporting of progress to the Manager as directed
  • Proactively identify needs/requirements regarding good Client outcomes. Brings resolution through consensus
  • Communicate to the highest standards, predominantly in writing but also verbally

Person Profile

  • At least 2 years' experience in Life Assurance environment, or equivalent, with a proven track record of Client consideration
  • A solid understanding of all products, services and best practice within own area
  • Awareness of the latest trends and issues with reference to Client experience
  • Strong communication, numeracy and literacy skills normally associated with the level obtained by successfully completing a higher education qualification
  • Solid working knowledge of MS Office

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