Target Operating Model Implementation Lead

We are looking for a Target Operating Mode Implementation Lead for a 24-month fixed-term contract, who will be responsible for leading the implementation of a new target operating model as part of two major transformation projects (Customer Experience Transformation and Corporate Solutions). They will also be responsible for maximising the potential with our current outsourcing partner. 

This role will involve working closely with the People function and the various departments across Customer Experience, Commercial & Distribution to support the successful delivery of the overall project objectives, improving operational efficiency, and enhancing customer experience. This is a great job for someone with operating model experience and strong stakeholder management skills.

This role is based in our Dublin office and adheres to Aviva's hybrid working policy. 

Key Responsibilities:

• Examine and understand the end-to-end performance of our customer experience processes, including onboarding, servicing, and customer interactions to support development of new TOM structure to best support our customers and brokers.
• Conduct thorough assessments of existing operating models to identify strengths, weaknesses, and areas for improvement.
• Review current outsourcing arrangements and scope to ensure it is fit for purpose for new TOM and supports needs through the transitional phase over the project timeline.
• Lead the implementation of a new Target Operating Model across Customer Experience, including workforce planning for roles and skills required in the new model
• Identifying and managing common customer journeys across both programmes to ensure consistency for our customers and brokers which will lead to good customer outcomes.
• Monitor and evaluate the performance of the implemented operating model, making necessary adjustments to optimize results.
• Collaborate with senior stakeholders including but not limited to Head of Customer Experience, Head of People and Director of Transformation & Operations to define project objectives, scope, and deliverables as it relates to the Operating Model.
• Develop and manage project plans, timelines, and budgets as it relates to the Operating Model and ongoing engagement with Finance.

Skills & Experience:

• Proven experience in project management, preferably in a transformation or change management role.
• Experience in implementing target operating models is highly desirable.
• Experience in the financial services industry is a plus in an Irish market.
• Operating model and organisation design within large and complex organisations.
• Strong strategic thinking with analytical / modelling and deductive reasoning skills.
• Commercial acumen, including the ability to articulate the financial impact of business choices.
• Experience writing Executive level decision papers.
• Ideally a background in consultancy or financial services.

What will you get for this role?

• Competitive market leading salary depending on skills, experience, and qualifications.
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review.
• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days.
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme.
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact megan.crabbe@aviva.com