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Project & Program Management
ERC0007G Requisition #
Global ERC, as part of the End to End Acquisitions Program,  is completing several projects to improve the acquisitions staffs' efficiency and effectiveness including launching a Query Handling support center in Manila;  establishing streamlined data and reporting;  creating a framework for ensuring tasks are with their rightful owners; and improving the proposal approval process and template.  The Business Process Manager will ensure that the procesess recommened by these project teams are implemented, maintained, and continuously improved.  The Business Process Manager will also continuously monitor the acquisitions workflow to identify additional opportunities for improving efficiency.  Business Process Manager is the key onshore process expert and change agent to ensure new processes are clearly documented, understood and sensible for ERC stakeholders as well as to offshore staff and other Elevier departments during implementation. The The Business Process Manager is a key leader in the transition required to ensure that processes interface efficiently with workflows without creating new overheads, and is the key interface for the communication between ERC stakeholder teams, the off-shore Manila team, and internal stakeholders outside of ERC.  
Post-implementation, the Business Process Manager acts as the communication interface between the ERC stakeholders, Manila staff, and departments outside of ERC, and is essential to successful aftercare and ongoing monitoring of activities.  This person is responsible for ensuring new processes are fully embedded and enforced in ERC,  and for ongoing improvement of new processes.  The Business Process Manager will establish successful "aftercare" arrangements, and ensure communication of performance, both quantitative via data tracking as well as qualitative via anecdotal feedback in both directions is smooth and successful on an ongoing basis.

Leads implementation of process changes recommended by ERC End to End Project Teams. Ensures processes become embedded in business.    Key leader in ensuring furture state processes are defined, documented, reviewed and agreed by ERC stakeholders and partners. Evaluates process implications of changes proposed from departments outside of acquisitions for risk and impact on acquisitions staff.   With Manila REPH Query Handling Team supervisor, ensures that level of service to ERC stakeholders is satisfactory and conducts additional training of Manila staff when required.

With ERC stakeholders, defines transition and ongoing reporting requirements.  Agrees TATs and SLAs, and is lead for ERC in ongoing monitoring of progress; recommends and helps implement improvements. 
Tracks compliance with new workflows and works with ERC staff members to address compliance issues (root cause identification and address where possible; escalation if needed). Communicates success, problems, and issue resolution effectively to stakeholder teams.  Ensures problems are properly addressed and resolved, and that queries are handled by the appropriate groups.  Identifies and ensures training gaps are addressed if required.

Communication liaison between Manila REPH Query Handling Team and  ERC stakeholders.  Reports regularly to Content leads on progess, implementation, and continuous improvement in all workflows addressed by the E2E program.  With guidance from Content leads, responsible for communicating with other departments regarding status/approval of any process changes that impact acquisitions staff.
Keeps in close contact with ERC stakeholders, especially around the process of sending on-going queries to the REPH team. Cultivates a positive environment regarding the handover to ensure compliance and develop a favorable culture for ongoing change.
Key contact to identify and address communication issues, works with teams on each side to uncover, address and resolve issues.
Regular meetings with key representatives on each side, establishes trust relationships with all involved teams.

Identifies problems (and escalates when necessary), including problems that are not visible in the data and metrics. Coordinates with relevant parties to resolve. Adjusts process, if required, and updates documentation.  Focuses on continuous process improvement to address problems at the root cause, and prevent recurrence.

Excellent Process Management skills
Strong knowledge of in-house systems and processes, particularly across ERC aquisitions teams and associated stakeholder teams
Experienced trainer and documenting training materials for others
Communicates effectively with stakeholders during times of change
Education to degree level or equivalent
Relevant work experience in a similar role
Excellent communication skills – written and verbal
A good level of numeracy and data handling skills

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