We are looking for a Target Operating Mode Implementation Lead for a 24-month fixed-term contract, who will be responsible for leading the implementation of a new target operating model as part of two major transformation projects (Customer Experience Transformation and Corporate Solutions). They will also be responsible for maximising the potential with our current outsourcing partner.
This role will involve working closely with the People function and the various departments across Customer Experience, Commercial & Distribution to support the successful delivery of the overall project objectives, improving operational efficiency, and enhancing customer experience. This is a great job for someone with operating model experience and strong stakeholder management skills.
Key Responsibilities:
Lead the implementation of a new Target Operating Model, including examining customer processes, workforce planning, outsourcing review, and performance monitoring.
Identify and develop key performance indicators (KPIs) to measure and improve customer experience operations, providing performance insights and ensuring alignment with organizational goals.
Work closely with IT and other stakeholders to integrate data from multiple systems, support outsourcing and TOM, and ensure alignment across various functions.
Use data insights to identify areas for process optimization and propose innovative solutions to enhance customer experience and operational efficiency.
Ensure all data handling and reporting comply with regulatory requirements and maintain high standards of data accuracy, security, and integrity.
Skills & Experience:
Proven experience in project management, preferably in a transformation or change management role.
Experience in implementing target operating models is highly desirable.
Experience in the financial services industry is a plus in an Irish market.
Operating model and organisation design within large and complex organisations.
Strong strategic thinking with analytical / modelling and deductive reasoning skills.
Commercial acumen, including the ability to articulate the financial impact of business choices.
Experience writing Executive level decision papers.
Ideally a background in consultancy or financial services.
