Business Readiness Lead

Our Business Readiness function provides market leading Customer Care capability to Ayvens Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners.

In this role you will be responsible for leading the process for the development and delivery of Ayvens Customer Service Strategy, taking ownership of Customer Experience, Resource Planning and Business Readiness capabilities

The key responsibilities of the role are as follows

• Organise and complete business impact assessments across the teams impacted by the changes, ensuring the impact on employees and customers is considered.
• Supporting operational leaders in assessing and highlighting risk & compliance challenges associated to the implementation of change.
• Work with impacted areas and planning team to assess the impact of the change on the function, including any changes in volumes, liaising with the project team to ensure impacts are fed into the master project plan.
• Attend relevant working groups to ensure department needs are adequately represented and that identified impacts, risks and issues and escalated as appropriate to the relevant Head of function.
• Create, manage and monitor the detailed project plan to ensure all business readiness activities are executed in a timely manner. Provide timely summary and status updates as required.
• Lead how divisional change is implemented by supporting colleagues, team managers, SMEs and stakeholders to achieve change activity milestones and target deadlines.
• Co-ordinate the implementation of new or changed service level agreements and key performance indicators required as a result of the project implementation.
• Co-ordinate the implementation of new or amended procedures, ensure skills matrix and training plans are updated and ensure the appropriate quality measures and controls are introduced where required.
• Engagement with L&D to produce the training needs assessment and agree the strategy for training delivery .
• Implement local communications plans to ensure all teams are aware and informed about changes.
• Partner with the central change management function to understand the impact of the company change portfolio on the business area and provide input to the quarterly integrated portfolio review.

Skills and Experience

• Strong understanding of the operational landscape of the Customer Service Division (Structure, People, Processes and Systems)
• Good understanding of project and improvement management methods including Agile, Lean, APM
• Experience working on change projects
• Proactive and able to work as part of a team and as an individual
• Confident decision-making skills and the ability to prioritise or escalate appropriately
• Excellent stakeholder management skills, able to build relationships to collect data on time, chase outstanding actions and challenge back where necessary.

This is a 12-month Fixed Term Contract

What We Can Offer

• Generous contributory pension scheme 
• 25 days holiday, in addition to bank holidays 
• Volunteering days to assist in charity work
• Sustainability Initiatives 
• Holiday buy / sell (subject to conditions)
• Travel Insurance (cost associated)
• Dental Insurance (cost associated)
• Flexible working options available
• Hybrid working
• Eligibility for Annual Bonus Scheme
• Study support (where applicable)
• Enhanced parental leave
• Generous Employee Referral Scheme (£1000)
• Cycle2work Scheme 
• Free breakfast / fruit in the Bristol office
• EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!