Policy SME

7 days ago

Dublin, Dublin City, Ireland Cpl Full time

The Policy SME plays a vital role in upholding and promoting the Covalen Essence Pillars, including Performance Gurus, Client Co-Creators, and Excellence Designers. This dynamic role encompasses a wide range of responsibilities aimed at ensuring the success of the team and project. 

Duties and Responsibilities

Initiatives and Insights

Actively participate in various initiatives organized by the PTQ Team.Propose, organize, and coordinate new policy- and coaching-related initiatives.Conduct workshops focused on enhancing the skills and knowledge of Policy SMEs.Provide mentoring and support to team members performing coaching tasks.Collaborate in focus groups to enhance training materials, identify policy inconsistencies, and streamline processes.Generate regular reports.

Noobs ramp up

Coordinate Shadowing and Reverse Shadowing Sessions for new.Organize and conduct 'Meet your Policy SME' sessions with new team members to ensure their familiarity with essential tools, tribes, wikis, and team procedures.Monitor the progress of team members during their ramp-up phase and communicate any training needs to the Team Lead.Market supportAttend Weekly Sync Meetings to ensure team alignment.Keep the team updated on new flows and policies.Implement weekly Action Plans based on Root Cause Analyses (RCAs) provided by QAs to address policy and operational guideline-related issues within the team. Disseminate and communicate all Policy Changes.Collaborate with the PiP team to organize refreshers, shadowing sessions, or retraining for representatives.

Essential Competencies:

Strong understanding of quality principles and their impact on operational delivery.Proficiency in Microsoft Excel for data management, analysis, problem-solving, trend identification, and proposing solutions.Excellent communication skills, both verbal and written.Ability to drive individual and team performance through coaching and feedback.Effective time management skills to handle multiple tasks, details, and interruptions.Proactive attitude, driving improvements within the team and organizational processes.Strong teamwork skills, including the ability to share ideas and handle conflicting points of view.

Candidate Experience:

Proficiency in the English language, both written and verbal (C1 Level, minimum).A track record of managing and analysing data, recognizing trends, and relating to real-world scenarios.Demonstrated experience in providing policy-related support and 1-2-1 guidance.Experience assisting with the implementation of complex operational procedures, including the creation and delivery of classroom-style training and documentation.Ability to work independently, collaboratively, and effectively in a fast-paced environment.Strong critical thinking and problem-solving skills.

Benefits

Health Care & Extensive Training & Development.

Details

Employer: CPL Solutions Ltd

Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Sandyford, Dublin 18

Salary: €34, per annum

Hours: 37.5 hours per week

Contract type: Permanent

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