The Business Process Lead is a key role within the Transitions & Service Team to enable the successful operationalisation and delivery of business readiness activities aligned to core projects into the Customer Services team. This role involves collaborating with various departments & teams to align & build relationships with key stakeholders to track, report and deliver all core tasks including business process and procedures, testing, system readiness, training, and communication to ensure all are in place and teams are trained in readiness for a smooth transition into Operations.
Team Responsibilities
The Transition and Service team provide engagement and support for the effective delivery of operational acceptance testing, process and procedure updates, business requirement review & support, client engagement, and vendor support. We are the first point of contact and trusted to provide accurate information about our propositions and resolve issues that arise, which sometimes means escalating to the appropriate team.
The team provides factual information to assist clients in making informed decisions and supports administrative processing to ensure service objectives are met.
Specific Role Responsibilities
Ensures that there is a business perspective on how any new technical capabilities will be integrated into the business.
Review new or re-engineered processes end to end including gap analysis, process improvement, design, documentation, operational readiness, and implementation.
Ensure process changes are firmly embedded and understood by the business which includes procedure and training documentation.
Develop and design testing scenarios and test plans that can be leveraged for existing and future projects, ensuring that tests reflect realistic operational business conditions and processes.
Lead and manage project activities including initiation, planning, management, and execution of implementation tasks and deliverables.
Analyse data to identify trends, discrepancies, and areas for improvement.
Undertake post-implementation reviews and ensure that lessons learned are captured and shared.
Supports and engages with experts and stakeholders to ensure continuous improvements are identified.
Ensures the correct implementation of standards and procedures.
Actively contributes to the development of new operational initiatives and ensures successful implementation.
Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
Undertake any other projects/tasks as may reasonably be required to facilitate the smooth transition and management of the Customer Experience Team.
Experience/Attributes required
Minimum 5 years' professional experience in the financial service industry.
Strong understanding of the Australian financial services industry, regulations, and obligations with particular emphasis on the provision of superannuation, wealth, and financial advisory support services as part of a platform proposition.
Subject matter expertise in Business procedure documentation.
Excellent communication and interpersonal skills.
High proficiency in the use of Excel, PowerPoint, Visio, and other resource tools for tracking and reporting needs (Jira, Microsoft Project, Teams).
Confident, and able to take initiative in a client and delivery-focused environment.
Demonstrable track record of building relationships, dealing with key stakeholders of an organisation internally and externally.
Attitude to execute, deliver and succeed.
Analytical thinking and problem-solving abilities.
Excellent organisational and time management skills.
Strong attention to detail.
Confident, proactive and able to take initiative.
Highly developed written and oral communication skills.
Ability to work under pressure to multiple firm deadlines.#J-18808-Ljbffr