Manage and lead the workstream for their CRM process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Report, Dispatch) including developing a standard solution and common process design; providing necessary input for test cases, test execution and validation, data migration, and change leadership and training; cut-over, go-live, release management and stabilization support.
ESSENTIAL RESPONSIBILITIES
Project Leadership and PlanningPoint of contact and communication for their CRM process area workstream.
Owns and completes gap analysis, process design, configuration and training updates for CRM releases.
Manages workstream timeline and resource needs.
Communicates potential financial impacts of process designs to CRM program lead for budget approval.
Produces CRM Process Area Status Report.
Identifies, resolves, and escalates process area workstream risks, actions, issues, and decisions for their process workstream.
Partners with other Business Process Owners, Business Program lead, Delivery and Release Manager, CRM vendors, Change Management Lead, Learning & Development, IT Program Lead, and Business leadership to anticipate resource, financial, and future process area impacts.
Review training strategy and plans, including signing off on content.
Partners with Change Management Lead to develop a plan and approach to socialize business changes with necessary stakeholders.
Identifies and tracks business benefits realization during and after implementation.
Education & DeploymentWith guidance from implementation consultants:
Align our current state processes to the vendor's future state processes and standardize.
Identify and design process improvement and business benefit opportunities using the future state processes.
Documents process and functional changes.
Provides input to RICE (Reports, Interfaces, Conversions, Enhancements) object catalog and gap analysis.
Assists with data mapping for data conversions and act as final approver for data validation.
Develops test scenarios and act as final approver for testing validations.
Manages and nurtures a network of Subject Matter Experts for purpose of socializing and getting feedback on processes and functional requirements.
Works with the SME Network to execute change and training strategies as developed by the Change Management Leader.
Delivers Training for their process area with support from the Learning & Development department.
Supports cut-over planning, go-live, and stabilization activities.
Other duties as assigned.
QUALIFICATIONS
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:Six or more years of waste management experience, including significant experience in their process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Reporting, Dispatch) preferred.
Experience in process design and optimization preferred.
Experience in complex system implementation preferred.