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Service Transition Lead, Senior Associate en Granada (GRA1), ES, España

NGA Human Resources

OBJECTIVE OF THE ROLE:

The Role of the Service Transition Lead (STL) is the oversight of local/regional scale transitions to Operations in collaboration with the Global Service Transition Leads and other transition stakeholders.  This position ensures that projects are completed within defined scope, quality, time and budget.

The Service Transition Lead is the main representative for Service Transition supporting the successful transition of project from contract to operations.  Responsibilities will include, , client-interactions, control of contracted scope, deployment of standardized  transition tools, working with external vendor partners, project management and effective internal and external communication to all stakeholders during the transition within all functional areas.

MAIN RESPONSIBILITIES:

  • Work with Sales and Finance for cost budgets related to service transition activities for new customer projects.
  • Support SR Catch process, for Service Transition, as requested.
  • Responsible for deliverables as outlined within the Service Transition Checklist.
  • Prepares for and conducts critical meetings, to include, but not limited to Kick-offs, workshops, status updates, which includes preparation of support materials and co-ordination of participants
  •  Participate in additional implementation meetings (customer facing and internal) as appropriate to ensure service transition activities are completed.
  • Adopt and ensure adherence to standard ST project standards; and support the build out of these standard to enable future improvements
  • Serves as gateway to on-going successful business as usual relationships between Operations and the customer.
  • Monitor delivery of transition within agreed scope, quality, time and budget.
  • Serve as the conduit between ST, the client, Delivery Assurance, Operations and Learning & Development to ensure Service Transition Deliverables and activities are delivered within agreed milestones and budget.
  • Identify and communicate project risks to Global Service Transition Lead
  • Successful transition to Operations for Local/Enterprise projects 
  •  Manage knowledge transfer to Operations for customer specific detail.
  • Monitor the operations-impacting deliverables of internal technical teams to ensure they are successfully met.
  • Prepares and initiates testing activities in partnership with Operations and serves as advocate for standards adherence
  • Schedule and hold testing project governance meetings and ensure project stakeholders are aware and understand their respective deliverables.
  • Manage defects and monitor to resolution. and partner with operations on short-term and long-term impacts to BAU services
  • Track and report ST progress including testing phases (dashboards) to key stakeholders
  • Drive lessons learned from each transition to ensure continuous improvement to standard methodology and toolset.
  • Provide feedback to Global Standards (PIM) team on recommended additions/improvements to the global standards as identified during the life of the project.
  • Mentor team members to develop depth of experience and capability.
  • Lead, guide and hold accountable the project stakeholders to ensure they meet their required deliverables.

MAIN ACCOUNTABILITIES

  • To be efficient and deliver high performance at all times
  • To have excellent interpersonal and communications skills
  • To have commercial acumen and to be aware of the NGA commercial standards
  • To be committed to client satisfaction both internally within NGA and externally to third parties
  • Commitment to personal development as part of continuous improvement initiatives and career development
  • To be able to work independently with initiative or as part of a team to deliver outcomes

KEY CRITERIA TO MONITOR PERFORMANCE

  • Compliance to SR Standards including;
    • Completion of mandatory training,
    • Time recording and approval,
    • Adoption of NGA standard methodology
    • Quality review and lessons learned process
    • Customer Satisfaction (CSAT) and OPSAT outcomes
  • Service Transition Delivery Outcomes (Budget, Timeline, Quality Standards)

NGA CORE COMPETENCIES

  • Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Has a positive sense of humour & outlook.
  • Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement.
  • Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities.
  • Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and NGA priorities.
  • Be Effective - Demonstrate knowledge of the NGA Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way.

SERVICE READINESS COMPETENCIES:

  • Commerciality - Be commercially aware and adhere to NGA Way
  • Technical - Understand the technical solutions required to deliver
  • Project Management - Apply effective methodology

REQUIRED EXPERIENCE:

  • 3+ years working experience in HR and Payroll services delivery/operations.
  • Experience in coordination between different stakeholders within an organisation.
  • Strong project management background.
  • Strong communication skills, with previous customer facing / liaison experience.
  • Good English skills written and verbal
  • Highly organised with the ability to oversee large and multiple projects.
  • Good PC Literacy Word, Excel, Project and PowerPoint.
  • Role will involve local country and international travel and time away from home.
  • Experience of working closely with operational teams
  • Ability to manage process / service workshops with multiple customer contacts
  • Service testing experience UAT, service rehearsal, parallel runs.
  • Handling of knowledge transfer and service transitions.
  • Payroll experience

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