Product Manager - Contact Centre Solutions

The contact centre and supporting solutions are key to Admiral’s business and form a core element of the Customer Engagement Tribe.

Representing the customer and the business, as Product Lead, you will have product ownership in relation to Admiral’s contact centre solutions for agent assisted channels including both inbound and outbound voice and supporting technologies.

In addition to Admiral’s day to day contact centre and voice solution activities there are a number of significant upcoming migrations and product developments that require strong product leadership, including :

• Oversight of a migration for all voice and email contact centre agents, including agent screen-pop deployment, on Admiral’s current contact centre estate
• Active product ownership of the Request For Proposal (RFP) and vendor selection process (including leading the business case development) and operational cutover plans relating to the migration from a legacy voice estate to a next generation cloud contact centre solution
• Owning the product vision for Admiral’s next generation contact centre
• Design and set up of a new operating model to enable ongoing support for current voice estate and change control and the move to a new model aligned to the next generation cloud contact centre solution
• Work closely with the business and contact centre stakeholders across all business functions to enable shared objectives to be achieved and to drive improvements in areas including contact centre resilience and utilisation
• Change management for voice and contact centre solutions: Leading a team that ensures that change is managed from requirement through to Go Live ensuring the internal customers get their change delivered on time and to the required quality
• Working with the product owner and contact centre stakeholders to shape our strategy and vision in respect of workforce engagement (WFM/WFO) solutions to improve the agent experience

This is a chance to join the Customer Engagement tribe to support and enable the delivery of these exciting initiatives and contact centre developments improving both the customer and agent experience.

Role Purpose

Forming part of the Customer Engagement Tribe, as Product Lead, you will be responsible for instilling the Product vision for Contact Centre solutions and for setting and delivering the Tribe Objectives and Key Results (OKRs) for this area.

You will have overall accountability for ensuring the Tribe delivers solutions that meet the customer, market and business demand for this area. You will collaborate with stakeholders to identify the customer need and develop the Tribe Annual Objectives, OKRS, Roadmap and Features required to meet this need, as well as support the Tribe in delivering value.

You will have management responsibility for the Product Owners and team members who sit within the Contact Centre Solutions area of the tribe. You will have the opportunity to work across multiple brands, products and functions within Admiral as well as working with key business stakeholders and external vendors.

You will be responsible for ;

• Delivering strategic business outcomes through the Tribe and Contact Centre Solutions team.
• Being the voice of the customer by identifying both business demands and the resulting outcomes required at Tribe level. 
• Owning and maintaining Tribe backlog with the associated Product Owners with a clear focus on identifying relevant outcomes and their associated features. 
• Building and maintaining relationships with both the executive sponsors and wider business teams leading to successful identification of business demand and outcomes required.
• Providing open and effective communication channels lto aid greater knowledge transfer across the product management community within Tribe and Squad structures.  
• Performance of all Product Owners within the designated Tribe.  
• Owning the scope and business related risks, issues and mitigation activity at the Tribe Level.
• Providing effective input and owning scope dependencies as part of wider planning activities.
• Providing the product vision and strategy for any projects that fall within the contact centre solutions area.
• Providing line management duties to all Product Owners and Product team members within the designated Tribe area to focus on coaching and mentoring techniques that align to both agile principles and Admiral values.
• Developing forward looking Tribe backlog with input from all Product Owners within designated Tribe, Executive sponsors and wider business teams. 
• Prioritising the Tribe backlog and how this cascades into backlogs.
• Liaising with other Tribe Product Leads in alignment of scope and priorities across the Tribes and Squads.
• Responsible for supporting the Tribes Product Owners in definition of Epic and stories that are able to link features to strategic business outcomes.
• Being a role model for the following values in everything they do: productivity, quality, transparency, and openness over internal politics.  

You will ideally have

• Extensive knowledge of contact centre operations and solutions
• Previous experience of large scale contact centre migrations would be desirable
• Knowledge of current risks and compliance requirements associated with Admiral’s lines of business
• Extensive knowledge and experience with product management concepts, prioritisation techniques and design methodology ideally within an agile delivery environment
• Proven experience in leading a change driven team
• Quality focused
• Extensive knowledge and experience with line management through both coaching and mentoring techniques 
• Strong communicator at all levels
• Able to influence, negotiate and compromise where needed
• Effective decision maker – ensuring objective justification
• Experience of setting up, designing and questioning new processes
• Confidence to challenge existing work practices and make suggestions for improvement
• Management of stakeholders and their expectations
• Customer and agent experience focused with knowledge of how we communicate and engage with customers.

Interviews

• There will be a two stage interview process for this position. 
• Feedback on applications and interviews will take place throughout July.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

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