Accountabilities

Key activities

Overall goals / Typical measures

Customer

External

External Customers

·Interface with External Customers where required for the objectives of the program or project at hand.

·Customer Satisfaction

Internal

·Recommend and provide input on the scope, costs and benefits of programs on hand/ under discussion.

·Provide, through the immediate team, defined business requirements including changes to current processes and applications to ensure business needs are met and enhanced.

·Conduct presentations, and other regular updates to management regarding costs and benefits of the programs to obtain approval.

·Stand-in for OPS on Programme steering meetings where relevant.

·Provide specialist Ops process and Ops toolkit support and application leadership to country operations in the resolution of system, process and service performance issues and the introduction of improved work practices, though better process, software and related solutions.

·Coordinate and where necessary provide resources for country implementation of solutions ensuring appropriate technical, operational and training support is provided.

·Communicate, interface and work with the respective groups to achieve the defined goals, where specific projects are related

·Internal Customer Satisfaction

·Deployment without problems

·All requirements are met as per plan

Process

Program Development and Implementation

·Present and get agreement for programs and multiple projects for approval and concept buy-in.

·Set up the project and relevant project organisation with the project manager. Provide steering, direction and motivation for effective project management

·Plan the development implementation and execution of the programs upon approval to proceed

·Identify and select staff/resources required to implement the programs

·Oversee/assist with the implementation of the programs

·Act as a trouble shooter to provide advice and support to ensure programs are completed on time, within budget and to the agreed specifications.

Training, Reviews and Staff Management

·Participate where necessary in centrally delivered user training to ensure users are fully capable of using the new processes and systems to the optimum level

·Develop a post-audit review methodology to enable the measurement of program effectiveness, and ensure that this is followed up by the respective project managers

·Projects are delivered as per plan and on budget

·Customer satisfaction

·Project objectives are met