Service Readiness Lead

Job Title: Service Readiness Lead
Location: Decatur, IL
Zip Code: 62526
Start Date: Right Away
Job Type: Contract
Pay Rate: $70.00-$75.00/hr DoE
Keywords: #ServiceReadinessLead #ProductionSupportJobs

JOB RESPONSIBILITIES:
* Act as the focal point and coordinator of all activities identified within the E2E Service Delivery (HR) project plan.
* Act as day-to-day contact for cross-tower activities including participation in project meetings, reporting on tower status and providing updates to the project plan.
* Coordinate and facilitate (as required) creation of process documentation ensuring integration and appropriate hand-offs with supplier SOPs; all necessary stakeholder review and approval of supplier and SOPs; consistent standard & format; definition of processes to maintain.
* Support cross-project process mapping activities as required.
* Oversee knowledge content creation; identify optimal use of different repositories for ease of reference by end users (internal SharePoint; vendor portal tools, etc); create knowledge content relating to service delivery management processes (case creation, escalations, etc).
* Work with supplier contact center service delivery lead to confirm case management tool set-up, liaising with ADM process towers to ensure appropriate use of case management tool is built into all applicable processes. Identify access requirements to case management tool (service delivery roles). Confirm supplier reporting on case/service level metrics meet requirements
* Coordinate planning for service rehearsal testing including definition of E2E test scenarios, identification of testers and execution of test scenarios.
* Partner with OCM Learning lead regarding learning content requirements for HR service delivery roles.
* Support role mapping and training needs analysis for HR service delivery teams

REQUIRED QUALIFICATIONS:
* 8+years working in Human Resources or HR Shared Services, with a focus on service delivery.
* Experienced with process documentation creation, inclusive of SOPs and training/education content.
* Data and detail-oriented with ability to think strategically and drive continuous improvement.
* Experience with contact centers (either internal or 3rd party) preferred
* Ability to be an advisor to a variety of project team members.
* Advocate for the business, using knowledge to help shape program assumptions and strategy.
* Willingness to "roll your sleeves up" and deliver practical outcomes.
* A practical mindset to solve problems collaboratively and creatively.
* Technical aptitude- confident and capable user of a variety of systems.
* Experience with managing to set deadlines & operating in an accelerated working environment alongside a variety of other functions (Finance, Operations, etc.) Prior project involvement is a plus.
* Proven ability to develop strong working relationships and to engage, communicate with, influence, and manage different stakeholders.
* Experience of process design and/or of delivering system training to others would be an advantage.

If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com
EOE/F/M/Disability/Veterans