Squad Lead - Customer Engagement Tribe

An exciting opportunity has arisen to be part of the team responsible for Admiral’s customer contact evolution whereby you will be key in shaping the future of Admiral’s customer contact capabilities. Working with new technologies and delivering transformation workstreams, you will play a proactive role in improving our customer experiences and delivering business value. 

Forming part of the Customer Engagement Tribe and playing a key role Tribe leadership, the Squad Lead is responsible ownership of the delivery of key initiatives and ongoing exploitation of Admiral’s Customer Contact technologies and processes from concept through to support. 

A Squad Lead is part of the Squad Leadership within a Tribe. The Squad Lead has overall accountability for the success of the Squad, acting both as a servant leader and coach for the Tribe. The main responsibility of the Squad Leads are; removing blockers, ensuring progress can be made by team members by removing issues outside of their control, dealing with any organisational impediments, and protecting the squad from unnecessary distraction.  The squad lead is responsible for the day to day agile management activities such as running the Scrum process. The Squad Lead as a servant leader, has responsibility for upskilling the Squad in agile ways of working that enable the squad to self-organise, manage and deliver value using agile methodology.

Accountabilities

• Accountable for maximising Squad’s ability to deliver Sprint goals and contribute to Tribe OKRs.
• Accountable for Squad level ceremonies integrity, consistency and effectiveness driving Squad value.
• Accountable to both the Squad as a whole and each individual Squad member performing as a servant leader.
• Accountable for supporting the Squad to live the following values: productivity, quality, transparency, and openness over internal politics in everything it does.

Responsibilities

• Responsible for ensuring Squad level ceremonies like Daily Huddles, Sprint Planning, Sprint Demos, Sprint Review etc. are conducted focusing on value return.
• Responsible for the effective and consistent operational performance for the scrum process as the Scrum Master
• Responsible for Identifying, tracking, removing and escalating both blockers and impediments at Squad level to maintain both pace and flow of value
• Responsible for ensuring compliance to Guardrails and Squad level activities
• Responsible for owning and managing risks, issues and dependencies at Squad level.
• Responsible for managing and resolving intra-Squad dependencies by working with other Squad Leads within the Tribe
• Responsible for both timely and effective tracking and reporting on Squad’s progress against Sprint goals to Tribe Leadership
• Responsible for managing Squad capacity, utilisation and velocity. Actively engages with other Squad Leads in the Tribe and Tribe leadership to discuss resourcing and utilisation strategies
• Responsible for providing Chapter Lead with relevant input for each Squad member supporting each Squad member’s development and performance needs.

Key interactions

• Coaches Squad team members in Lean-Agile practices and mindsets
• Support Product Owner(s) with Squad backlog management
• Support delivery manager in managing resourcing and dependencies
• Supports Tribe leadership in optimising value flow for the Tribe
• Works with the Chapter Lead to assist in the development of capability.

Knowledge and Experience Required

• Knowledge and experience of Agile development techniques like: User Stories, Continuous Integration, ATDD - Acceptance Test Driven Development, TDD - Test-driven development, Continuous Testing, Pairing and Automated Testing
• Detailed knowledge and experience operating within contact centres
• Detailed knowledge and experience operating within associated contact centre technologies
• Knowledge and experience of using Kanban Boards including the production of effective and timely squad performance monitoring reporting
• Knowledge and experience with operating with an embedded SDLC process underpinned by Lean Agile practices
• Project management fundamentals with the ability to apply principles, tools and techniques to develop/plan, manage or execute projects to ensure successful completion
• Active Scrum Master experience for 2  years operating with software development team that was applying scrum mastery techniques, lean agile principles and practices resulting in effective ROI
• Experience operating within heavily regulated environments including external regulated consumer products and service offerings
• Knowledge and experience in the use of tools such as: Jira, Confluence etc.

Professional Training Requirements

• SAFe® 5 Agilist certification
• Agile Management Foundation
• Scrum Master certification (CSM Certified Scrum Master, PSM – Professional Scrum Master)

*Feedback and interviews for this position will commence throughout February*

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 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

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

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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