Drives policy improvement to align with changing business needs, technology advancements and industry best practices.
Able to work with Corporate Policy to address Q&A and other issues that may arise.
Has a strong understanding of the interconnection with upstream and downstream policy requirements.
Helps others to make decisions based on consistent application of policy and statutory requirements
Process Delivery
Drives end-to-end process alignment and integrity of the control environment.
Manages the products/tools organization uses/owns to delivery its processes and services.
Able to deliver multiple conflicting priorities
Actively uses benchmarking and performance metrics to understand the health of the organizational service delivery and identify improvement opportunities.
Networks to learn best practices and new approaches and new technology advancements.
Able to take ownership for escalations and drive for resolution.
Strong understands the controls and reasons for them, including risk implications, within the process and business rules.
Ensures and drives integrity of process controls.
Has a strong understanding of the design of the tools and systems the organization uses/owns to delivery its processes and services.
Process Design, Build and Test
Able to coordinate complex design and testing activities.
Able to drive design, build and test strategies.
Able to deconstruct processes and systems to analyze end to end and understand control points, assess efficiency, assess business rules and policy implications, understand roles and responsibilities
Assesses end-to-end processes to evaluate integration points, process and policy controls, efficiency, roles and responsibilities, business objectives.
Change & Project Management
Functions as change agent
Organizes operational sponsorship for the projects
Able to lead teams
Able to lead projects of higher complexity having moderate to large scope
Uses formal change management tools and method, including effective socialization.
Uses formal project management tools and method
Able to develop effective training materials.
Able to drive the implement new processes and policies.
Able to project influence within the organization to improve process alignment and performance.
Able to project influence to functions outside the organization to improve process alignment and performance.
Decision Making
Has Shared Services experience
Drives for advancement of the Shared Services Mission
Foundation for Decision Making. Mastery of policy, Mastery of process (Reason for Processes, Marriage of Systems, Policy and Risk Management), Mastery or how to execute process
Applies mastery to the problem and provides correct solution path
Effectively and actively uses performance metrics in the decision process.
Effectively and actively uses benchmarking in decision making.
Understands the effects of decisions on the stakeholders.
Effectively considers the needs of the stakeholders
End User Support
Clearly understands the Shared Services Mission and Purpose to the Company
Able to analyze trends and identify training needs.
Able to analyze trends and identify areas opportunities to reduce the necessity for inquiries.
Able to analyze trends and identify areas opportunities to improve self- service tools.
Able to improve support model design to meet changing needs of the stakeholders.
Understands technology and is able to leverage its ability to improve the end user support function.
Functional Knowledge
Demonstrates depth and/or breadth of expertise in own specialized discipline or field
Business Expertise
Interprets internal/external business challenges and recommends best practices to improve products, processes or services
Leadership
May lead functional teams or projects with moderate resource requirements, risk, and/or complexity
Problem Solving
Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify innovative solutions
Impact
Impacts the achievement of customer, operational, project or service objectives; work is guided by functional policies
Interpersonal Skills
Communicates difficult concepts and negotiates with others to adopt a different point of view