What you will do:

• Act as team leader back up when required.
• Create and develop operational processes
• Assume a lead role in documenting and testing of new operational processes desktop procedures, process flows, systems flows to client standards .
• Draft training plans along with Training Specialists
• Devise interactive training documentation and training quality scoring frameworks.
• Gather Present recommendations for process improvements to ensure long term stability and scalability of process
• Partner with SMEs to agree on success measures and service level requirements for vendor team to adhere to.
• Act as the main communication conduit with onsite managers and vendor management partners.
• Review and critically analyze Change Requests for gaps, risk, efficiency and flagging areas of concern to the Global Manager complete with recommendations and course of action.
• Formulate a response plan action plan regarding process gaps metric gaps and liaise with internal external teams.
• Attend regular client meetings to assess stability of tools and systems.
• Identify gaps, opportunities and operational risk Identify training and assessment requirements engage with Learning and Development to ensure all employees are fully trained and compliant
• Work with quality teams to ensure a clear quality framework exists for all processes
• Play a key part in driving document standardization
• Partner with the client and global teams, to provide input to future program and process design
• Work with communication, training, HR and OD specialists in the formulation of particular plans and activities to support project implementation
• Make a decisive contribution to improving operations customer satisfaction ratings by using customer feedback to direct business improvement initiatives
• Liaise with internal and external customers and support departments on quality problems and issues.
• Ad hoc reporting, queries, projects.