Onboarding & Hypercare Lead - Reading, United Kingdom - Equiniti

Equiniti

Verified Company

Reading, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

REMOTE OPPORTUNITY
Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success.

We are
TRUSTED to deliver on our commitments,
COMMERCIAL in building long term value,
COLLABORATIVE in our approach and we
IMPROVE by continually enhancing our skills and services.

There has never been a better time to join EQ.

Business Area

EQ has embarked on a Client to Cash (C2C) transformation covering all capabilities for an end-to-end journey from marketing, new business development, opportunity and contract lifecycle management, order to cash, and relationship management through to renewalsmanagement.

As a result of acquisitions and growth, we currently have multiple ways of working, processes and systems which we are consolidating into a single global approach and platform based on Salesforce CRM, Conga Quote to Cash and Marketo.

A programme team is being established to drive through this transformation, and the role of Onboarding & Hypercare Lead will play a key part in this.

Role Summary

Reports to the C2C Change Lead and works with other colleagues across the wider programme team to lead all onboarding and hypercare activities related to the transformation and delivery of our global Client to Cash platform and ways of working.

Accountablefor ensuring successful adoption of programme deliverables to drive new behaviours to allow the identified benefits to be realised.

Developing strong working relationships with a broad stakeholder group across multiple divisions globally is key to ensuringrealisation of expected business benefits and on time delivery.

Core Duties/Responsibilities

Engagement with key stakeholder groups including superusers, change champions, programme teams, executives and senior business leaders through to endusers
Own the preparation of users for each release, manage their onboarding to new systems, features and ways of working, and lead each releases' immediateterm hypercare support activities
Own the delivery of onboarding and hypercare milestones for the programme including being responsible for key adoption KPI's (e.g. platform engagement, user satisfaction)
Establish formal and informal change networks to help deliver change and long term sustainability, advising and coaching change champions, superusers and business SMEs on approach, methods and tools
Establish and maintain good relationships with the business sponsors and provide objective guidance and advice to ensure effective implementation.

Skills, Capabilities and Attributes

Proven experience in user onboarding and adoption planning and support in complex technologyenabled transformation programmes
Solid understanding of the impact of change on people and the processes required to enable change to have longlasting effect
Experience in development and execution of onboarding and hypercare strategies to enhance change acceptance
Experience of multichannel communications tools and approaches, and embedded training tools (e.g. Attensi, WalkMe) desired
Experience in engaging diverse audiences and developing localised, relevant content for them
Experience of working in an agile project environment
Organised selfstarter, highly motivated and enthusiastic, a tenacious influencer
Excellent stakeholder management, interpersonal, written and verbal communication skills with the confidence to persuade, influence, challenge supportively and effectively where appropriate.
Experience of Salesforce transformation programmes desired
Awareness of Prosci change management approach desired.

What We Offer

Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%

All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.

Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.

Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.

Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.

Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.