Describe some challenges that you face in your current role?

In Phoenix our strategy involves enhancing our operating model and structure to better deliver outcomes for our customers.
Since the pandemic, both customer and employee needs have drastically changed, it required a more flexible mindset than ever before. I have had to constantly implement different techniques and explore new channels in a much more condensed period of time. This is especially relevant around digital communication, due to postal delays & technological advances, we have stepped up our use of emails, webforms and other digital channels to better meet the needs of our customers. This also extends to colleagues within the company, where we have moved to using Surface Pros and Hubs within the office, to greater incorporate those who are not present, or who work in other sites across the business and this has taken some getting used to!

The main challenge for me in my role is ensuring the right resource is available when priorities change. I am a Lead Analysts and project demands change frequently. I have just moved to a new project and do not yet know all the BAs strengths to know what pieces of work are best for them. This will come and while its challenging it also is exciting being able to give people new opportunities to develop in areas they may not have worked in before.

My role is a management role which also requires technical knowledge. Each requires different skills and the skills to be a technical actuary rarely transfer into management. Fortunately Phoenix has general and tailored training courses for managers which I have benefitted from over the years. Another challenge linked with management is resource management and admin tasks. Fitting these around core work is always a challenge so I have had to learn to be flexible and delegate more and trust and empower the team. Managing resource requirements with constant change is always a challenge but also a key reason why the role is so interesting. How does the team integrate increased workload, or deal with process improvements and ensure the team remains geared up for the work at the right level is an enjoyable but challenging experience.