Operations Specialist

Job Description

Job Summary

• London
• Contract
• BBBH836988
• Dec 19, 2022
• £25 - £30ph

Job Description Exciting Opportunity to Work with Big4 Tech Company as Operations Project Specialist based in London Length: 12 months Deliver full pieces of a process efficiency or delivery program (e.g., process re-engineering or implementation, automation solutions, supplier or location consolidation, deprecating service lines) or service, that are integrated into overarching program, withminimal assistance. Help team to answer questions within SLA, resolve query exceptions and escalations, address-facing queues, and determine highest volume ticket types and streamline/eliminate accordingly, with limited guidance. Plan and execute prioritized program work including selecting appropriate method to most effectively achieve program objectives. Manage projects to budget, timeline, and resourcing needs to ensure team meets goals. Challenge Identify and recommend creative ways to improve on solutions to defined problems via selection of better methods or tools. Address commonly escalated issues or triage when required. Help team respond to problems with known solutions. Influence Work within one or more teams to communicate knowledge related to supported workflow or operations. Build network with relevant stakeholders (internal or service provider teams) and contribute to cross-team collaboration. Guide team in supporting users and partners by providing explanations of policies and processes and helping to resolve some issues and escalations. Make key contributions to design, launch, and standardization of operational processes. Coordinate timelines, goals, and objectives for assigned component(s) of an operations program. Integrate smaller teams where necessary to connect dots and align with PA project goals.Expertise Demonstrate working knowledge of supported operations or work streams, and an understanding of related areas of the organization, including understanding upstream or downstream functions. Responsibilities Information management Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs. Operational analysis Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with minimal guidance. Operational governance Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by contributing to operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operatingeffectively. Contribute to development of operations review process to gain insights into performance. Strategize closely with quality specialists or directly with suppliers, depending on the vertical, to ensure that suppliers are meeting SLAs and deliverbusiness reviews summarizing supplier performance and exchanging feedback on overall scaling strategy with minimal guidance. Process improvement and workflow management Provide feedback to service providers and internal stakeholders on how processes may be improved to simplify complex workflows and scale the operation with minimal guidance. Work with partner teams (e.g., service provider teams, internal teams) to set and implementprocess improvements and changes with minimal guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with minimal guidance. Queue and SLA management Answer questions within SLA, resolve query exceptions and escalations, address queues, determine highest volume ticket types and streamline/eliminate accordingly, with limited guidance. Relationship management Contribute to management of strategic relationships with key stakeholders to deliver or manage operations and processes with minimal guidance. Requirement gathering Participate in and help lead meetings with stakeholders to identify business objectives and requirements for operations. Make key contributions to delivery of business requirements with the right supplier/internal strategy (right MSP, right location at theright cost, budget). Scaled ops project management Make key contributions to execution of projects to generate impact and solve scaled operations problems. Help partner with relevant teams on project scoping, execution, and management. Scaled ops stakeholder management Work with stakeholders to help them understand policies and processes and assist other stakeholders on escalations/exceptions, with limited guidance. Share best practices and feedback Lead key contributions to sharing and scaling of successes, opportunities for improvement, best practices, and learnings internally and externally as appropriate (e.g., case studies, industry events, training contributions). Solution implementation and deployment Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level, with minimal guidance. Supplier/internal management Perform supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project with minimal guidance. User experience management Manage customer experience for end-to-end programs, policies, and operations, with limited guidance. Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative. BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.