Our client is looking for a experienced Business Process Writer to join on an initial 6 month contract with on going extensions. The ideal candidate will have come from a Financial services background with extensive experience managing stakeholders and strong process skills. Responsibilities:
Working with key stakeholders to understand and document key process steps, work instructions and customer scripting.
Ensure process, procedures and scripts are clearly and concisely documented.
Ensure information is accurate and in line with operational needs, company values and meet legal and compliance requirements
Further develop and implement the CTT Helpdesk end-to-end Compliance Framework and Strategy
Delivery of agreed activities, including communication, training, knowledge uplift/project management
Liaise with multiple teams to review, finalise newly designed process.
Plan training requirements and timelines for relevant agents, SME's and support staff
Skills & Experience:
Experience writing, reviewing and gaining sign off for work instructions and scripts
Ability to build and maintain relationships with internal and external stakeholders and influence/negotiate change
Proven track record for delivery of tasks against requirements to completion within timelines and to a high level of quality
Prior experience working closely with legal and compliance departments
Exception customer experience values.
Experience in end to end process mapping and documentation.
Strong analytical and communication skills
Attention to detail
Experience in banking and finance or legal drafting highly valued