Operating Model Design Specialist
This is a 6-month high-impact program focused on recalibrating our operating model.
Key Initiatives:
* Salesforce Implementation: Integrating Salesforce across key business functions.
* Technology Upgrades: Implementing cutting-edge technologies such as chatbots, automation, and voice-activated payment solutions.
* Sales Process Streamlining: Optimising sales processes for efficiency and effectiveness.
* Role Redesign: Designing new roles and responsibilities to support the evolving operating model.
Focus:
The primary focus of this role is Operating Model Design. This encompasses:
* Defining Terminology: Establishing clear and consistent terminology across the organisation.
* Developing Role Profiles: Creating detailed role descriptions, including responsibilities, required skills, and performance expectations.
* Level of Detail: Ensuring the operating model is designed with the appropriate level of detail for effective implementation.
Leveraging Existing Experience:
- Financial Services Expertise: The ideal candidate will possess significant experience in financial services with a retail focus.
- Contact Center Specifics: A deep understanding of contact center operations and best practices is essential.
Considerations:
- Quality of Outputs: The highest quality deliverables and artefacts are paramount for the success of this program.
Key Responsibilities:
* Lead the design and development of the new operating model.
* Define key performance indicators (KPIs) and metrics to measure the effectiveness of the new model.
* Develop and document detailed role profiles for all positions within the new operating model.
* Collaborate with technology teams to ensure seamless integration of new technologies.
* Develop training materials and conduct training sessions for employees on the new operating model.
* Monitor and evaluate the performance of the new operating model and make necessary adjustments.
* Ensure adherence to project timelines and budgets.
* Communicate effectively with stakeholders at all levels.
* Contribute to the development of best practices for operating model design.
Required Skills:
* Proven experience in operating model design and implementation.
* Strong analytical and problem-solving skills.
* Excellent communication and presentation skills.
* Ability to work effectively in a fast-paced and dynamic environment.
* Strong project management and organisational skills.
* Proficiency in Microsoft Office Suite and other relevant software.
Preferred Qualifications:
* Relevant industry certifications (e.g., Lean Six Sigma, Project Management Professional).
* Experience with Salesforce implementation.
* Experience with contact center operations.