Manager, Operational Shared Services - 12 Month Mat Leave cover

• Define strategy and success metrics for the new Operational Solutions team.
• Design and implement fundamental ways of working to elevate how OSMs partner with internal stakeholders, defining unique strategies for each proposition as needed
• Design and implement processes that drive task accountability, track RAG indicators, document decisions made and flag any risks
• Ensure all responsibilities of the team are trackable with SLAs and success targets, leverage data to demonstrate success
• Introduce and leverage automation and technology to increase speed to task completion and accuracy
• Partner with Product, Tech, and Finance on innovating processes to increase productivity
• Oversee all team responsibilities including:
• For nominated pay as you go programs
• Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
• Receive participant details through shared inboxes or Launchpad/other participant registration processes
• Create and send quotes for participant’s coaching engagements
• Chase POs for participant requests with external stakeholders
• Access finance systems (Ariba/Coupa/etc) to retrieve POs for participants’ coaching
• Request CIO creation with EZRA finance team
• Process orders for participants launches
• Input participant information to intake form and coordinate with Tech Ops to launch participants
• For nominated prepay programs
• Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
• Receive participant details through shared inboxes or Launchpad/other participant registration processes
• Process orders for participants launches
• Input participant information to intake form and coordinate with Tech Ops to launch participants
• For credit card programs
• Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
• Coordinate with Billing team to generate credit card invoices to be sent to participants
• Gathering credit card payment details from Paypal to confirm who can be launched
• Follow-up with participants who have not made their payment
• Process orders for participants launches
• Input participant information to intake form and coordinate with Tech Ops to launch participants
• Reporting support
• Initial set up of Customer Portal Dashboards
• Providing Customer Portal access to external stakeholders
• Updating Customer Portal dashboards to include newly created cards – as requested by CSMs
• Following-up with coaches for triparty/stakeholder interview/observation sessions for reporting
• License management
• License switch outs
• License deactivation and managing reallocating licenses to future launches
• Assessment support
• Launch non-EZRA Assessments through the LHH TalentPortal
• Tracking non-EZRA Assessment completion for reporting purposes

• 4 years of experience in a back office or administrative role
• 4 years of experience people managing a shared service or back-office function
• Ability to motivate teams with metrics and targets
• Experience automating processes with demonstrable data on improvements over time
• Strong attention to detail, able to keep many concurrent processes organized
• Experience working with technical systems, some developed in-house
• Understand financial processes and how to manage POs and payment methods
• Strength in process documentation and process improvement
• Willingness to work in a fast-paced, start-up environment and comfort around operating with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Ability to influence others without direct authority and, at times, challenge the status quo
• The ability to build collaboration locally and globally

Posting date: 24-01-2025