To provide business units with practical help, advice, guidance and assistance for off-shoring initiatives in the following specialist areas:

•Develop and design operational measures that are ‘fit for purpose’ and provide management with reporting solutions that enables effective performance management during both initial transition and on a long-term continuous improvement basis.

•To evaluate and assess existing measurement tools and make recommendations regarding future development and implementation methods.

•Work with the business units and to develop and implement appropriate operational business tools and reporting mechanisms in the short to medium term. In so doing will utilize standard tools, templates, methodologies and past experience as appropriate.

•Ensure documentation standards for all Business and Support processes.

•Work closely with the management teams to enhance their skills in how to implement effective operational process measurement relating to both offshore specific and adapted end-to-end processes that protects the end client service proposition.

•To undertake operational data analysis, using the outputs to steer future operations priorities / direction, and to summarize / interpret data and trends using standard measures / statistical concepts e.g. variation, simple regression, tabulation, control charts etc…

•Assist with the creation and validation of ‘Adapted’ process flows that minimize hand off’s, maximize throughput and reduces cost.

•Develop a thorough understanding of the Off shoring guidelines and toolkit and assist in process migration

•Assist with creation and maintenance of Project documentation for all business transitions and Projects ensuring adherence to Project Documentation guidelines.

•Develop tools for analyzing and assessing risks and prepare monthly reports on mitigation progress made by Business Units and Support teams.

•Work with the onshore Operations Solution Manager and onshore Measurements Director to work out implementation plans for Report-Pack development and Design changes to Data capture systems (HRMIS).

•Develop and monitor action plans from annual business reviews to assist business units in being audit ready and help them minimise instances of non adherence to standards.

•Perform resource estimates for a Quality control function for each Business unit and drive this function to enable bottom up reporting of business metrics.

Finding appropriate and effective solutions that are appropriate for the business and operational managers

Extensive knowledge of operational measurement design and application including Elapsed Time, SPC, Variation control, etc. Ideally have a grounding in Lean Servicing Methodology and application.

Understanding of multi-site process management.

Excellent working knowledge of all Microsoft core office applications (Excel, Word, Access, Visio and Visual Basic).

Fair understanding of the Software Development Life Cycle and knowledge of server and client side web programming (ASP.Net, SQL Server).

Knowledge of Cross Functional Process Mapping and the ability to run process mapping workshops.

Understanding of Project Management Concepts and exposure to transition methodologies.

Sound understanding of Quality concepts and experience of having managed and executed quality improvement projects preferably in a KPO environment.