Squad Lead - 12 month FTC

An exciting opportunity has arisen for a skilled and enthusiastic Squad Lead to join Admiral’s Contact Centre Solution team within the IT Business Technology Group. This team is responsible for Admiral’s customer contact centre evolution and is 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 and agent experiences and delivering significant business value.

You will be a pro-active Servant Leader and Agile Coach who is capable of motivating teams. You will have a hunger for inspiring change and broader business operational improvement. You will have a strong track record of helping teams to adopt Agile working practices and of driving measurable improvements using data and metrics, including familiarity with OKRs.

This role will be a 12-month FTC to cover maternity leave.

Accountabilities

• Management and success of the Squad.
• Maximising the Squad’s ability to deliver Sprint goals, contributing to overall OKRs and business benefits.
• Squad level ceremonies and driving Squad value with integrity, consistency, and effectiveness.
• Supporting the Squad to live the following values: productivity, quality, transparency, openness, and incremental improvement.

Responsibilities

• Delivery of key initiatives and ongoing exploitation of Admiral’s customer contact technologies and processes from concept through to support.
• Ensuring Squad level ceremonies including Daily Stand Ups, Sprint Planning, Sprint Demos, and Sprint Reviews are conducted effectively and efficiently.
• Drive effective and consistent operational performance for the scrum process.
• Identify, track, removal, and escalation of blockers at Squad level to maintain both pace and flow of value delivery.
• Own and manage Squad risks, issues, and dependencies.
• Protect the Squad members so that they can remain focused on the Sprint goals.
• Manage intra-Squad dependencies with the other Squad Leads within the team.
• Timely and effective tracking and reporting to key stakeholders.
• Manages Squad capacity, utilisation and velocity.
• Collaboration with Squad Lead community and team leadership to drive improvement and sharing of best practice.
• Development of high performing Agile team.
• Provide relevant input to support each Squad member’s development and performance needs.

Key interactions

• Support Delivery Lead in managing delivery, resourcing and dependencies.
• Support Product Owners with Squad backlog management.
• Work with the Chapter Leads to assist in the development of team capability.
• Coach Squad team members in Agile practices and mindset.
• Supports Leadership in optimising value flow and metrics.

Knowledge and Experience (Required)

• Squad Lead / Scrum Master experience for at least 2 years.
• Excellent communication and people management skills.
• Agile mindset, development techniques and processes.
• Emotional intelligence and empathy.
• Well-developed organisational ability and collaboration skills.
• Project Management fundamentals.
• Kanban Boards and the reporting of squad metrics.
• Operating with an embedded SDLC process underpinned by Lean Agile practices.
• Knowledge and experience in the use of Agile tools such as Jira and Confluence
• Reporting and analytics.

Knowledge and Experience (Desirable)

• Insurance industry and/or operating in regulated environments.
• Contact centres and associated technologies.
• Genesys Contact Centre as a Service.
• Data management.

Professional Training Requirements (Desirable)

• Agile Management foundation.
• Scrum Master certification.
• SAFe® 5 Agilist certification.

Interview Process

There will be a one-stage process for this vacancy which will consist of a 60-minute competency-based interview via Microsoft Teams.

Location

For Hybrid workers (within a 50-mile radius of our Cardiff HQ) there is an expectation to work from the office twice a month.  For remote workers (outside of a 50-mile radius of our Cardiff HQ) there is an expectation to attend the office a handful of times a year when required (i.e big meetings, workshops etc).

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. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

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.

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