Job Description
Platform Lead
The Platform Lead- WTP operates at the intersection of business and technology, bringing both groups together to identify opportunities to deliver optimal customer experiences through automation and process improvement.
As the primary technology business partner for the World Travel Protection (WTP) business unit, this role will:
1. Be responsible for maintaining the business/IT roadmap and high-level technology strategy for WTP
2. Take overall responsibility for the operational performance of WTP systems worldwide in partnership with other technology leaders for WTP
3. Act as a bridge between IT and business teams to provide innovative solutions to business problems
4. Work with key stakeholders to formulate a broader strategic view of technology across WTP
5. Be the technical system owner for WTP’s Salesforce instance, which is an important supporting system for WTP’s operations, sales, and marketing teams
6. Have direct responsibility over prioritisation and planning for the Salesforce team’s BAU, enhancement and project activities
7. Ensure WTP’s day-to-day business needs are being met by shared technology platforms (telephony, infrastructure, data, and security)
8. Work with our Portfolio Manager, Director of IT (WTP Canada), Solution Architect, and Group Platform Managers to deliver new projects for WTP following the Cover-More Group Project Framework.
9. Support WTP technology teams across all locations (inc. UK, Australia, India, and Canada) and business units (inc. operations, sales, marketing, training) to ensure our technology solutions are fit for purpose
10. Work with subject matter experts and WTP leaders to manage change processes in deploying new technologies and process improvements
11. Collaborate with internal IT Business Partners to manage dependencies across teams and systems to deliver WTP priorities while aligning to IT capacity constraints and priorities
12. Engage with solution architects, project stakeholders and 3rd party vendors to ensure we deliver the most appropriate solutions for our customers and internal users
So, what’s the job?
13. You’ll lead and guide the implementation of technology-led business process improvements and contribute to the overall design governance of the technology delivery projects
14. You’ll ensure alignment of solutions and delivery to Cover-More Group architecture and project management practices whilst supporting and facilitating the governance and adoption of the right technology solutions that are fit for purpose for WTP
15. You’ll assess the direct and indirect impact of solution and architecture on the end customer and seek opportunities to improve the overall customer experience (both efficiency and effectiveness outcomes), ensuring Operational Integrity and Excellence of the Implemented Salesforce Solution and its associated Integrations
16. You’ll develop, own and implement platform maintenance strategy for Salesforce and ensure WTP’s maintenance needs are being met for other shared services
And what are we looking for?
17. You’ll have e