Speech Reporting Lead

Speech Reporting Lead - UK

Summary of the role A FCA regulated life & pensions service provider are seeking a dedicated 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.

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.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

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