Operations Specialist - London, United Kingdom - Morgan McKinley

Morgan McKinley

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

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, with mínimal 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 mínimal 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 operating effectively.

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 deliver business reviews summarizing supplier performance and exchanging feedback on overall scaling strategy with mínimal 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 mínimal guidance.

Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with mínimal guidance.

Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with mínimal 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 mínimal 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 the right 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