Operations Specialist - London, United Kingdom - Career Moves Group

Career Moves Group
Career Moves Group
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Operations Specialist

Location:
London (Hybrid)


Length:11.5 months


Rate:
£35.58 p/h


Hours:9am - 6pm

  • Deliver full pieces of a process efficiency or delivery program (e.g., process reengineering or implementation, automation solutions, supplier or location consolidation, deprecating service lines) or service, that are integrated into overarching program,with mínimal assistance.
  • Help identify operational efficiencies (e.g., manage utilization, eliminate nonproductive activities, crosssite synergies, crossoperations synergies, reduce subscale operations via service consolidation, automation, deprecation) for supported program.
  • Help team to answer questions within SLA, resolve our client's customers query exceptions and escalations, address our client's 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 crossteam 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.

Skills:


  • Ability to design and/or utilize technologyenabled automation to streamline processes, increase service quality, improve service delivery, or contain costs.
  • Ability to understand goals and corresponding levers to grow crucial business metrics, understanding the value that it brings to stakeholders.
  • Knowledge of the management process of business operations for a given product, service, or domain. This includes understanding the broader context of generating, securing, and increasing the value of business and revenue outcomes, and knowledge of andexperience with driving efficiency and effectiveness of businesses.
  • Knowledge of the supported domain, product area, or focus area, including its terminology, functions, processes, team structure, and business strategies.
  • Ability to effectively follow up with clients in a timely and appropriate manner to ensure their needs are being met and then address issues that are negatively impacting client experience.
  • Ability to partner with and influence clients, partners, and/or service providers. This includes setting service level agreements (SLAs) and taking a consultative and datadriven approach. Ability to understand stakeholder needs through dialogue beforeconducting analysis and making recommendations.
  • Ability to analyze information, draw conclusions, generate alternatives and solutions, and evaluate outcomes.
  • Ability to identify when a process would be better served if it were done automatically, as well as the design and execution of such processes. This also includes recognizing when it remains more costefficient not to automate (e.g., avoiding tooearlyoptimization). Knowledge of the changing landscape of the industry, product areas, other key players, and/or markets including technology trends and issues that affect the operations of one's business and organization.
  • Ability to support our client's and other parties in finding common ground so they can reach an agreement based on mutual consent.
  • Knowledge of servicelevelagreements the metrics by which services are measured, and the potential remedies or penalties, should the agreedon service levels not be achieved.
  • Ability to identify areas of improvement, design improved, more efficient processes, and implement them successfully.
  • Knowledge of project planning methodology, deployment planning process, and sequence. This includes the ability to understand, or to manage smaller parts or phases of a bigger project, or an understanding of how to translate capacity demand into a lowlevelproduction system project plan. Queue and ticket management Knowledge of how queues and tickets are managed and the ability to effectively address queue or ticket related issues. Ability to partner with and influence stakeholders (e.g., clients, partners,service providers), including setting service level agreements (SLAs) and performance targets by taking a consultative and datadriven approach.
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