Voice Senior Team Manager (hybrid or remote)

• About Us

   

  The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

   

  You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

   

  Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight). Employees based in GB will be employed on a permanent remote working contract.

   

  Join our team and you’ll find challenge and reward in a culture of innovation, support and balance. 

   

   

  Location

   

  Belfast/Derry-LondonDerry/Strabane (hybrid or remote GB)

   

   

  Your role in the team

   

  We are pleased to announce a new Senior Team Manager opening within the Enterprise Shared Services Voice Team of Allstate Northern Ireland.

   

  This position will have dual responsibilities.  Besides the overall delivery responsibilities for the work streams called out below, this role will have leadership responsibilities for the teams reporting into the successful candidate. 

   

  The delivery responsibility for this organization consists of leading Application Development scrum teams responsible for developing call flows & introducing Voice capabilities for Business Groups within the Enterprise.

   

  The focus is on delivering cost efficient, timely, quality call flow’s, IVR dialogue’s and web services using an agile software develop framework supporting Contact Centre and Enterprise Voice business needs.  

   

  This is a highly visible role, and requires strong organizational skills, knowledge of voice call routing or strong application development acumen and experience in leading multiple delivery teams supporting multiple business units.

   

  • Local and Delivery management responsibilities
  • Leadership over multiple teams in a fast-paced environment.
  • Work and partner closely with Delivery Leaders, Product Owners, Business Leaders, Product Managers and Leadership to standardise, modernise, integrate and deliver voice applications with other digital channels and backend systems supporting multiple business stakeholders
  • Team resource capacity & budget management - ensure that demand is matched with resources and budget to execute activities and prioritize work with business stakeholders
  • Build relationships with vendors to aid in the deployment and support of high-quality voice solutions.
  • Identify, develop, and implement automation and efficiency improvement opportunities that reduce manual processes, increases client self-service and turns desired capabilities into automated, routine tasks.
  • This role is also a people manager for certain employees and is accountable for multiple activities, such as employee hiring, development, performance management, recognition and succession planning.

   

  All candidates should also be able to demonstrate a high degree of leadership competence through:

   

  • Lead multiple teams and Product delivery in a fast-paced environment
  • Ability to self-manage and be highly motivated to deliver results
  • Be able to facilitate diverse global teams, multi-task, and work under pressure to meet aggressive targets where required
  • Be able to work effectively across organizational boundaries
  • Must be able to influence formally and informally
  • Must be highly organized and detail oriented
  • Strong leadership and communication skills and the ability to coach/mentor others
  • Ability to work collaboratively with other business groups and decision makers
  • Ability to collaborate well with engineers, vendors, and clients
  • The successful candidate will be enthusiastic, organized and have excellent communication skills.
  • Be a strong leader who will engage and inspire the team and have the ability to work across global time zones.

   

   

  So, what are the essential criteria to apply?

   

  • All candidates must evidence an existing right to work in the UK
  • 5 years’ experience working in an IT related role, 2 of which must have been in an application development environment
  • Minimum of 2 years experience managing an Application Development team

   

   

  We also have some desirable criteria

   

  • Experience leading application development teams in Voice/Telephony/AI space
  • Experience adopting agile methodologies and building agile development teams
  • Proven track record of continuous improvement & modernization of processes & tools

   

   

  What we offer

   

  As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.

   

  Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.

   

  We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.

   

  We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.

   

  Apply Here: https://bit.ly/33MPaIP 

   

  Statement on Fair Employment and Equal Opportunities

   

  Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

   

  We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

   

  Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

   

   

  The closing date for receipt of applications is Wednesday 9^th February 2022