Description:
Responsibilities:
Assessment Service Consultant is responsible for the organisation and delivery of the operational services for one or more customers, as a member of the Assessment Service Management Team. It is a customer facing role and will require liaising with both operational counterparts within customer and supplier organisations, and when appropriate senior customer and supplier stakeholders. In addition to this, the role is responsible for the oversight of delivery across the ASM team, acting as a point of escalation. The role will include line management of a small team of UK based service consultants, up to three permanent team members. The role will also include the recruitment and management of seasonal temporary resource.
The role will involve managing the service to our customers in a matrix managed environment, co-ordinating activities across a number of functions and teams, managing the reporting required and delivering the service to contractual commitments. For example, the Senior Assessment Service Consultant will have an operational relationship with their customers and manage the reports and operational service for them, even though the commercial aspects are owned by the Customer Relationship Manager. Similarly, the Senior Assessment Service Consultant will need to ensure all supplier tasks are completed in accordance with agreed service levels and timescales and when appropriate escalating to the Supplier Management team.
You will work closely with our Customer Relationship Managers and wider teams to constantly evolve and improve the service we provide, to achieve this you will need both a process and customer/supplier orientated background.
Main Responsibilities:
1.Delivery
- Responsible for the delivery of the eAssessment service from planning through to reconciliation to closure including input into service-based risk management. You will be responsible for managing the service, with key milestones clearly identified and progress tracked.
- Managing targeted testing for your customer(s), internal RM service readiness planning and ensuring customer readiness plans are complete.
- Using matrix management, you will need to influence resources outside of your immediate team.
- Support the system users by overseeing the escalation of queries, via investigation and interaction with internal teams or third-party suppliers.
- Oversee the delivery of a consistently high-quality service ensuring all activities that are required are completed within the agreed timelines (e.g. quality checks, reconciliation activities, incident tickets, service requests).
- Be the first point of operational contact with the customer. This will involve ad hoc requests, updates, and initial escalations, as well as contribution to the internal risk and issues register. Deliver a high level of customer care, providing regular updates and resolving any issues in a timely fashion.
- Responsible for the performance of your customer’s service against operational level agreements and contractual service level agreements and act on under-performance. Provide regular feedback to the internal customer team and assist in the production of and review the operational SLA report for your customer.
- Analyse performance to identify CSI opportunities.
- Responsible for internal process improvement activities for your customer(s) and / or team (continual improvement) and contribute to strategic improvement activities.
- Deliver the Continual Improvement processes for your customer(s). This should include input from all teams (i.e. Helpdesk, Assessment Service Delivery, Application Support, Solution Architects, Technical Operations & Customer Relationship Managers).
2.Process Governance
- Responsible for the processes/documents for your customer (for example Exception management documentation).
- Contribute to the RM accreditation activities to ISO standards, such as participating in internal and external audits and maintain your documentation to agreed standards.
- Present operational or process changes relating to your customer at the RM Change Approval Board.
- Work with Operational Managers and Customer Relationship Managers to deliver RM strategic objectives.
- Attend, contribute to and lead both internal and external customer meetings including but not limited to; Operations Board meetings, Lessons Learnt Reviews, training and representing RM at third party familiarisation visits e.g. visits to scanning suppliers.
- Duty Manager out-of-hours responsibilities on a rota basis
3.Service Delivery
- Responsible for the oversight of live delivery of ASM and ASD activities across the customer base. Ensuring the service delivery processes, performance and customer experience are delivered in line with agreed KPIs and SLAs regardless of geographical location.
- Act as a point of escalation with regards to live delivery for the team.
- Attend and contribute to internal meetings on the overall delivery of ASM and ASD.
- Provide necessary reporting on KPI and SLA performance.
- Contribute to new service introductions across Operations to ensure best practice across customers.
- Represent the team on bids.