Project Manager - Operational Readiness Workstream

Job Description

REED Financial Services have been engaged to work with a national firm to seek a Project Manager to support the setup of a 100 seat contact centre, including the successful transition of service from incumbent to new outsourced provider.This role is is 100% home-based if required although there are a number of offices throughout the Country should office work appeal.Responsibilities:

• Project management of all activities required to support transfer of services to the new supplier
• Management and regular review and update of RAID, actions, and plans
• All supporting business processes and policies for the contact centre (including back-office process) including definition and documentation of Operational Guides
• Governance arrangements (Inc. KPIs and assurance) and mobilisation for new contract
• Internal Operating Model definition, design and transition
• Transition of services to new supplier (including assurance and readiness (people, technology and process sign off)
• Assurance of the setup of customer contact handling via telephony email social media and fulfilment channels
• Service design for the Customer Service Centre
• Assurance of Arrears operations set up
• Financial reconciliation of the accounts related to the product range
• UAT assurance and oversight

Exit Management:

• Work with incumbent Mortgage Administrator to agree detailed exit plan and activities.
• Manage exit-related change requests with the incumbent
• Management and governance of exit plan and relationship with incumbent, working closely with the internal BAU teams
• Ensure exit plan is adhered to and necessary support is provided
• Identify RAID relating to exit activities
• Review / understand contractual exit requirements in the contract wrt exit clauses and conditions
• Work closely with the Migration Workstream to agree migration and hand over approach for migration weekend and activities required for work in flight.
• Agree scope, cost, contract and arrangements for post termination assistance (if required)
• Manage commercial aspects of additional work requests outside contract
• Co-ordination and agreement of Exit Plan for the transfer of service, detailing how exiting company will meet all requirements
• Agreed Contingency Plan in case of delay events and unforeseen eventualities
• Manage the commercial aspects of exit on the incumbent
• Document lessons learnt

Deliverables:

• Operations Manual
• New Assurance KPIs/Heatmaps reporting and MI
• Business and Volume forecasts and process
• Transition Activities including:
• Transition associated programme communications
• Revised HE internal Operating Model
• In flight approach and planning (new loans, transactions etc) with DMT
• Data cut over definitionOps / DMT to agree a workable period of time / process
• Final book reconciliation2/3 months (tbc) after transition
• Go / no go criteria and definition
• Project Manager - Operational Readiness Workstream

Character / experience:

• Previous experience of Contact Centre Set Up / transition / mobilisation
• Financial Services (Mortgage or Equity Loan) experience if possible
• Proactive project manager, happy to call out risks and issues
• Team player
• Fantastic at Stakeholder engagement e.g. Involves relevant people, SME involved with the current service