Senior Manager: Transition

at Merchants SA  

in Bryanston, Gauteng
created 1 month ago
Expires 12 Jul
viewed 5
Salary: Undisclosed cost to company

JOB PURPOSE The role is primarily responsible for the transition of complex Outsource Services; engagement ranges from input to selling activities and service design, through to the conclusion of early life support and ensure formal confirmation of service acceptance criteria has been met, and that Operations are ready to operate the new service when it has been deployed. KEY PERFORMANCE AREAS Transition Management Implements, runs, governs and controls complex and/or strategic transition programmes from inception through to completion. Takes responsibility for the provision of robust scoping and pricing of overall transition programmes. Takes responsibility for the transition of complex Outsource Services for new clients. Their engagement ranges from input to selling activities and service design, through to the conclusion of early life support. Engages, aligns and negotiates with internal, external and client contacts to achieve a successfully transitioned service to the agreed timeframe, costs and service outcomes. Constructs, drives and completes governance frameworks, working within existing Merchants structures, where available Confirms that the services handed over to Operations meets the service acceptance criteria and are to the required standard and feeds into change management processes. Produces well-written, accurate, high-quality documentation Provides robust, diligent and detailed transition project plans for transition programmes. Manages virtual teams to deliver the planned outcome for transition programmes and is the key contact person for transition across Merchants South Africa Manages variance orders/change controls surfaced during transition stage due to requirements mismatch and / or new requirements Compiles baseline budgets for service transition projects based on the agreed deliverables Reports on transition execution against the contracted planning and identifies and manages risks and issues, escalating where necessary Ensures handover for service execution and that all transition-planning projects meet objectives and timing. Hands over risk register to service operations team. Provides input to service design and commercial or contractual constructs of services opportunities. Provides senior level support to members of the Transition and Optimisation team transitioning less complex new business Drives transition commercial coverage based on the contract and commercial model. Undertakes due-diligence activities to fully understand the clients current state services. Project Management Takes full responsibility for the definition, approach, facilitation and satisfactory completion of complex/strategic transition projects (typically with direct business impact and firm deadlines) Identifies, assesses and manages risks to the success of the transition Ensures that realistic project plans are maintained and ensures regular and accurate communication to stakeholders, consistent with the methods in use. Ensures Quality reviews occur on schedule and according to procedure Manages the change control procedure, and ensures that project deliverables are completed within agreed cost, timescale and resource budgets, and are signed off Provides effective leadership to the project team and takes appropriate action where team performance deviates from agreed tolerances. Change Management Documents all change request/ variance orders Evaluates risks to the integrity of the operational environment inherent in proposed implementations. Develops implementation plans for complex requests for change Seeks authority for those activities, reviews the effectiveness of change implementation, suggest improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change. Understands, implements and operates effective change management to control and record the risks within transition programmes Exercises commercial and contractual awareness in ensuring unforeseen costs resulting from change can be recovered from the client. Business Risk Management Carries out risk assessment within a defined functional or technical area of business. Uses consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and the impact on the business. Refers to domain experts for guidance on specialised areas of risk, such as architecture and environment. Co-ordinates the development of countermeasures and contingency plans. Stakeholders relationships Establish positive relationships and constant communications with all internal and external stakeholders during a service transition project. Plans and facilitates all engagement sessions with stakeholders in a service transition project. Works according to standard and set transition management methodologies to plan for and handover the execution of service transition projects to reduce risk exposure. Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from clients and stakeholders to measure effectiveness of stakeholder management and to implement necessary changes to the methodologies. Develops and enhances client and stakeholder relationships Work experience required 8 - 10 years experience in an outsourced contact centre environment, managing large (>200 FTE) operations with cross-functional accountability Demonstrable success in managing through virtual teams/dotted line reports Extensive vendor and/or client management experience Technical knowledge of Support Services support platforms and processes In-depth understanding of project management principles and methodologies Expertise on transition management approach and methodology

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