Senior HR OPS Specialist

KPI

Measure of Success

Sales growth

Drive opportunities with sales or directly with client including change requests of 10% of the project load value quarterly

Client satisfaction and loyalty

Achieve client satisfaction at or beyond target rate through client survey

Programme/Project delivery

95% of programmes and projects meet cost schedule scope quality standards and constraints versus the baseline

PMIS up to date and accurate

Achieve 95% score on monthly PMIS project

audits and all gaps corrected within 3 working days

Team efficiency

Teammates are working cooperatively and efficiently through knowledge sharing coaching and guidance

Team management

(Player Manager only)

Teammates are achieving all agreed SLAs. Completion of quarterly Connections with all direct reports in line with agreed timescales

Teammate satisfaction

(Player Manager only)

Achieve teammate satisfaction at or beyond target rate through NPS survey and within scope of management responsibility

Required certifications

Optional certifications

Managing Successful Programmes (MSP) Certification

PRINCE2 Agile

Prince 2 Foundation & Practitioner or PMI Project Management Professional PMP

PMI Agile Certified Practitioner (PMI-ACP)

ITIL 4 Managing Professional (MP)

PMI Program Management Professional (PgMP)

Portfolio Management Professional (PfMP)

Microsoft 365 Certified: Fundamentals (MS-900)

SFIA 9 SKILL FOCUS

What Good Looks Like

Portfolio programme and project support (PROF)

Level 6

• Leads implementation and delivery of portfolio programme and project office services.
• Defines the approach/policy and sets standards for the support provided for managing and monitoring portfolios programmes and projects.
• Manages resources to ensure delivery of effective services/resources in line with current and planned demand.
• Reviews and improves the delivery portfolio programme and project office services.

Project Management (PRMG)

Level 6

• Takes full responsibility for the definition documentation and successful completion of complex projects.
• Adopts and adapts project management methods and tools suited to the projects needs. Ensures effective monitoring and control of resources budgets and timelines.
• Integrates robust risk management within governance frameworks to align decisions with the organisations risk appetite and standards.
• Manages expectations of key stakeholders ensuring all activities align with organisational goals deliver agreed outcomes and provide business value.

Programme Management (PGMG)

Level 6

• Plans directs and co-ordinates activities to manage and implement a programme from initiation to final transition into operational business-as-usual management.
• Plans schedules monitors and reports on programme-related activities. Establishes and maintains appropriate and effective governance and risk management frameworks.
• Ensures comprehensive reporting and communication policies are in place and followed. Maintains an awareness of current technical developments that may provide opportunities to the programmes.
• Ensures programmes are managed to realise agreed business benefits within agreed timescales.

Delivery Management (DEMG)

Level 6

• Defines and oversees the delivery strategy for multiple products or services.
• Aligns delivery strategy with organisational goals and customer needs. Ensures effective allocation of resources and budget.
• Monitors and reports on performance of product and service delivery ensuring alignment with objectives. Identifies and mitigates systemic risks and issues.
• Sets the direction and standards for delivery management across the organisation. Leads the development of a culture focused on continuous improvement and customer-centricity.

Stakeholder Relationship Management (RLMT)

Level 6

• Leads the development of comprehensive stakeholder management strategies and plans.
• Establishes and builds long-term strategic relationships with key stakeholders to support service delivery and change initiatives.
• Acts as a principal point of contact ensuring effective communication and alignment. Negotiates and ensures agreements meet stakeholder needs.
• Oversees the monitoring of stakeholder relationships capturing lessons learned and providing feedback. Leads initiatives to enhance communication and relationships promoting collaboration and understanding between all parties.

Performance Management (PEMT)

Level 4

• Provides operational direction support and guidance to assigned colleagues.
• Allocates routine tasks or project work in line with team objectives andindividual capabilities. Monitors quality and performance against agreed criteriato make learning recommendations or to escalate concerns.
• Coaches colleagues in developing target skills and capabilities in line with teamand personal goals.
• Facilitates effective working relationships between team members.

SFIA 9 SKILL FOCUS

What Good Looks Like

Risk Management (BURM)

Level 5

• Plans and implements complex and substantial risk management activities within a specific function technical area project or programme.
• Establishes consistent risk management processes and reporting mechanisms aligned with governance frameworks.
• Engages specialists and domain experts as necessary.
• Advises on the organisations approach to risk management.

Governance (GOVN)

Level 6

• Implements the governance framework to enable governance activity to be conducted.
• Within a defined area of accountability determines the requirements for appropriate governance reflecting the organisations values ethics risk appetite and wider governance frameworks. Communicates delegated authority benefits opportunities costs and risks.
• Leads reviews of governance practices with appropriate and sufficient independence from management activity.
• Acts as the organisations contact for relevant regulatory authorities and ensures proper relationships between the organisation and external stakeholders.

Benefits Management (BENM)

Level 3

• Supports the identification and tracking of benefits for projects andprogrammes.
• Collects data to measure benefits realisation.

Budgeting & Forecasting (BUDF)

Level 5

• Leads the development of budgets and forecasts for a department or function.
• Provides authoritative advice and guidance on budgeting and forecasting practices. Selects and applies appropriate budgeting and forecasting methodologies and tools.
• Incorporates scenario planning sensitivity analysis and risk assessment into the budgeting and forecasting process.
• Collaborates with stakeholders to align budgets and forecasts with organisational objectives and business metrics.