The Business Change and Readiness Analyst contributes to a positive environment which is focussed entirely on delivering a great service experience to our customers and their advisers.

The role will be responsible for working collaboratively in managing business analysis, impact assessment, planning and business readiness to implement change programmes and manage incident remediation successfully on behalf of the operations team. This could be as a product of regulatory, legislative, strategic or transformational change as well as through system incidents.

Individual performance and service delivery is subject to M&G Prudential’s HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.

The role is supporting the end to end change, readiness and business process life cycle within the operation which requires a working knowledge of the business operation and systems alongside change and readiness activities. They will need to partner with the operational leadership and other parts of the Wealth organisation. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Additionally, the role will be key in managing change, readiness and incident remediation risk on behalf of the business operations and post implementation review of all associated changes.

Main Responsibilities:

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customers outcomes

• Business analysis, strategic planning and readiness activities

• Change & Incident Management – communicating and managing the impact of change and system incidents across the operations teams, providing coaching and training where necessary

• Business analytics – ability to interpret operations data and insights to feed into change discussions

• Using tools and technique to deliver change in an AGILE environment

• Support training design and execution

• Operational design, development and providing recommendations for improvement

• Business communications between the System Support & Readiness, Operational, Transformation and Incident Management teams alongside wider stakeholder

• Identification of operational risks and supporting solutions to mitigate

• Lead business readiness activity and manage operational elements of UAT

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Key Knowledge, Skills & Experience

• At least 3-years’ experience of working in a customer service environment, preferably Financial Services

• At least 3-years’ experience of relevant business analysis or business readiness work

• Experience of supporting complex, diverse, ambiguous, cross-department high value projects and business change programmes

• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs

• Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication

• Thinks Strategically – takes a broad view of the business, industry and customer environment to anticipate and plan for the future.

• Strong attention to detail

• Approachable and effective at building strong team relationships with experience of resolving conflict, influencing and relationship management at senior levels of the organisation

• Probing and testing to understand and resolve needs

• Self-learner – will proactively use the tools provided to improve knowledge and search for information

• Critical thinking and strong problem-solving abilities