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Service Readiness, Specialist

Job category:  Consulting
Work location:  Home Based
Office location: 

Katowice (KAT1), PL

Contract type:  Permanent
Job type:  Employee

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"As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centred technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 28 global centres help 23 million people and their 11 million family members simplify work and life, both now and in the future. At Alight, we are reimagining how people and organizations thrive."

 

I.  GENERAL INFORMATION

Role

Global Service Transition Consultant Level 3 and 4

Reporting To

Regional SR Director

Direct Reports

None

II.  ROLE DESCRIPTION

Overall objective of the Role

The Role of the Global Operations Readiness (OR) Lead is the oversight of large scale transitions to Operations activities in collaboration with the Regional Transition Managers.  This position ensures that projects are completed within defined scope, quality, time and budget.

 

The Global  Operations Readiness Lead is the main representative for Operational Readiness supporting pre-sales pricing models, project resourcing, client-interactions, standardization of transition tools, and effective internal and external communication to all stakeholders in the transition functional areas.

Main Responsibilities

 

Delivery Key responsibilities:

  • Direct and plan the work, objectives and resource models for transition to Operations activities
  • Work with Sales and Finance for Cost Budgets related to transition activities for new client deals
  • Provide feedback to Global Standards (PIM) team on recommended additions/improvements to the global standards as identified during the life of the project.
  • Participate in implementation meetings (client-facing and internal) as appropriate to ensure operations activities are completed
  • Work with the Resource Manager to allocate Regional transition managers to new transitions
  • Manage team members within your team, relating to objective settings, coaching, performance assessments, career aspirations and assignment of tasks
  • Track and report progress (dashboards) to key stakeholders
  • Assess and proactively communicate risk, which may have impacts to the business.
  • Ensure Operational Readiness Deliverables and Activities are delivered within upon agreed milestones and budget
  • Drive Lessons Learned from each transition to ensure continuous improvement to standard methodology and toolset
  • Monitor delivery of transition within agreed scope, quality, time and budget
  • Communication to relevant stakeholders
  • Successful transition to operations for Enterprise projects 
  • Undertake business process reviews as required and to have the skills to analyse processes and map them to NGA standards.
  • To solution problem resolution in the event that a challenge arises during transition to ensure that delivery is on time and within budget
  • Deliver presentations internally and externally to engage with stakeholders and as part of the transition process

 

Main Accountabilities

 

  • To ensure that you and the team are efficient and deliver high performance at all times a
  • To have excellent interpersonal and communications skills and to develop and maintain strategic relationships
  • To ensure that you and the team have commercial acumen and  awareness of the NGA commercial standards
  • To ensure that you and the team are committed to client satisfaction both internally within NGA and externally to third parties
  • Commitment to personal development as part of continuous improvement initiatives and career development
  • To be able to work independently with initiative or as part of a team to deliver outcomes
  • To develop, coach and mentor colleagues to ensure that they have the skills and knowledge to undertake their role effectively
  • To be a change agent promoting change and continuous improvement
  • To negotiate and influence revenue generation through the change control process and when participating in the sales process
  • To understand the services delivered by NGA in detail and to be able to apply the knowledge to the transitions that are delivered.

Key Criteria to monitor performance

  • Compliance to SR Standards including;
    • Completion of mandatory training,
    • Time recording and approval,
    • Adoption of NGA standard methodology
    • Quality review and lessons learned process
    • Customer Satisfaction (CSAT) outcomes
  • Operational Readiness Delivery Outcomes (Budget, Timeline, Quality Standards)

NGA Core Competencies

  • Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Has a positive sense of humour & outlook.
  • Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement.
  • Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities.
  • Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and NGA priorities.
  • Be Effective - Demonstrate knowledge of the NGA Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way.

Service Readiness Competencies

  • Commerciality - Drive commercial acumen and ensure adoption of the NGA Way
  • Technical - Identify and source support needed for teams to be skilled technically
  • Project Accumen- Implement and ensure compliance with methodology

 

III. REQUIRED EXPERIENCE

Professional /

Job Experience

  • 6+ years working experience in HR services delivery/operations

 

Functional Experience

  • Experience in coordination between different stakeholders within an organisation.
  • Strong project management background
  • Experience of working closely with operational teams
  • Desirable experience working as an Account Director or a Payroll/HR Manager

Academic Degree

Education and Training

  • Bachelor Degree
  • Advanced education or training in HR (Desirable)

 

 

 

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