Beschreibung
Job Title: Business Transition Readiness Manager (Bi-Lingual German and English speaking)
Type: Contract
Duration: 4 months with extensions
Location: Mannheim, Germany or Zurich, Switzerland
Rate: €760 per day
Start: ASAP
Purpose of role
We are looking for a Business Readiness Manager to play a key role in delivery of client Transition Programmes. You will bring experience of delivering complex programmes in a change environment within customer operations across a number of channels, including - contact centres, digital, email/whitemail.
The Transition programmes we deliver are some of the most complex in Europe and often include the transfer of large or whole parts of an organisation across People, Processes and Technology. Successful candidates will need to demonstrate experience of working as part of a multi-disciplinary transition team with both client side and delivery capability, delivering change in their relevant areas of expertise.
Key Accountabilities
- To have responsibility for the creation of a comprehensive Discovery Log covering all necessary areas of the client business and to work with the client to ensure that all necessary data is received and is of the quality required
- To define and agree Business Readiness Criteria and Critical Success Factors in line with the detailed planning phase of the Transition project
- To work with the Transition Management team to track readiness of both our business and client businesses for the transfer
- Identification and management of risks and issues as part of the Transition RAID management and Governance processes
- To schedule and run Business Readiness Governance forums as required
- To act as a first point of contact for all Readiness activity and provide assurance to the Senior Management and Programme teams
- Work with the Transition Management team to design and implement cutover and roll-back plans
- Reviewing services/processes on your own, as part of a team or leading a workstream (process area)
- Liaising with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes as part of wider transition programmes
- Seeking out/tackling issues that will prevent the delivery of business readiness
- Providing input to support project management, and governance processes and procedures
- Building client relationships through joint working and engagement with your counterparts within the client organisation
About you
Skills and Experience
- Experience of working within customer operations and management of customer operations across a number of channels, including - contact centres, digital, email/whitemail.
- Strong understanding of Transition programmes across People, Process and Technology
- Demonstrable experience of implementing readiness across services and processes in the private sector, Telecoms specifically and also private sector services industry (eg local and central government, utilities, financial services industry police and justice, and social care)
- Ability to understand, explain and present complex business problems, at all levels of the organisation, in a persuasive and convincing manner
- Able to understand, explain and present complex business problems, at all levels of the organisation, in a persuasive and convincing manner, including bridging the gap between business user and technical design/development teams.
- Liaison with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes.
- Must have excellent communication skills (oral and written) and able to develop strong relationships with stakeholders, clients and colleagues.
- Experienced user of and Microsoft Office tools Excel, Word and PowerPoint.
Personal Attributes
- Committed to supporting our clients to successfully deliver Transition programmes
- Able to work collaboratively with clients and colleagues. Good listener/communicator. Consults with others; Prepares for discussions; escalates when appropriate. Constructively challenges others and when challenged receives this openly
- A self-starter with the ability to show initiative and work without supervision. Proactive, thinks ahead and takes steps to avert problems. Pragmatic in finding solutions
- Seek out and tackle issues that will prevent the delivery of business benefits, facilitating open communication and discussion between stakeholders
- Able to deliver under pressure, to tight timescales, and coping with changing priorities. Tenacious when dealing with setbacks; sees things through
- Flexibility to travel (specifically Poland and Germany).
Academic and Professional Qualifications
- Degree level (2.1) or equivalent qualification
- Holds a relevant professional body qualification/accreditation