The Head of Onboarding and Business Support will focus on achieving and maintaining optimal operational efficiency. This function develops, implement, and maintain effective operating processes; Quality Assurance (QA) program and Workforce Management (WFM).
In partnership with Operations Client Services team, HR, Finance, and other business partners, this role will create processes that will enable business leaders to define and align to the strategic objectives, develop actionable plans, forecast hiring demand, assess talent supply and capacity, and create reports on operational metrics to drive business decisions.
Functional Areas and Responsibilities:
- Review effectiveness processes and drive efficiencies.
- Oversee the quality assurance functions to support the Client Services team to drive operational excellence.
- Work closely with the Client Delivery Directors in carrying out the business strategies.
- Administer smooth transition & implementation of non-conventional services from new and/or existing clients
- Align the execution of continuous improvement, automation, and/or efficiency projects to the Operations Client Services team
- Drive the strategic direction of workforce planning and capacity management, staff solutions strategy, and geographic diversification.
- Lead the end-to-end cycle of workforce planning from collection during annual planning to tracking and governance throughout the plan year.
- Partner with Talent Acquisition and HR teams on workforce planning system, and process to ensure ongoing engagement with business leaders.
- Support Sales Team/ Onboarding team with models and guideline for evaluating new business/ migration workforce requirements.
- Regular reviews on the completeness and accuracy of reporting dashboards including KPI ratios (productivity, quality, resource planning and other business metrics)
- Analyse and report KPI and operational updates to ensure Business has clear understanding on the operational performance
- Execute timely analysis while managing multiple competing priorities. Ability to collaborate with multiple stakeholders as well as work independently
- Strong communication skills with ability to present information simply and cohesively to different levels of business partners.
Other
- Support the department as required within the confines of the role.
- Undertake any additional reasonable duties as required by the Firm.
