Responsible for leading Operational Readiness project work streams, streamlining Operations and Service Delivery processes and ensuring Service Delivery centres are operationally ready to receive transformational change.
OBJECTIVES
Responsible for leading Operational Readiness project work streams, streamlining Operations and Services Delivery (O&SD) processes and ensuring Service Delivery centres are operationally ready to receive transformational change.
Provides support to transformational projects, ensuring all O&SD requirements are documented and understood by the impacted O&SD.
PRIMARY RESPONSIBILITIES
Operational Readiness of Services Delivery to support the implementation of new Projects:
Use structured methodology to manage O&SD stakeholder engagement and ensure O&SD operational readiness while having a complete understanding of the inter-relationship and complexities amongst people, process and technology
Act as the work stream Lead on projects
Prepare and review artefacts for performing the assessment of operational readiness
Monitor and report status of O&SD readiness to O&SDMO management and Project Managers
Ensures approval and sign-off of O&SD readiness by authorised designate
Review key deliverables of staff (1st level review) and provides feedback, improvement recommendations and coaching to other work stream colleagues
Process Standardisation and Improvement:
Design and map Level 4 or 5 processes according to RBC Process Mapping Guidelines and reviews and re-engineers processes to achieve greater efficiency and effectiveness
Ensure appropriate approvals for O&SD process maps
Measure, monitor and report process performance
Archive, retrieve and modify process maps using the RBC Repository
Use a structured system, Lean Six Sigma (LSS) or otherwise, for analysis, problem solving and process improvement
Lead change through solutions and process improvements to capture opportunities to increase revenues, optimize efficiencies and manage costs while managing business impact
Manages end-to-end Operations and Service Delivery Projects:
Lead project teams to achieve objectives compliant with RBC Project Management Framework (PMF)
Accountable for the high quality and standardization of all project documentation, the first level review of documents and communication of feedback for continuous improvement
Use knowledge and expertise to lead and influence optimal outcome on project teams
Accountable for meeting individual and team targets and deadlines
Manage project schedule and project team resources while managing scope, risk, issues and communication to the project team and all relevant stakeholders
Manage periodic reporting on deliverables including weekly status updates
QUALIFICATIONS/EXPERIENCE
CRITICAL SKILLS