The Op Ex Delivery Partner plays a critical role in supporting a portfolio of contracts/projects to deliver an effective service that meets the performance targets, remains compliant and delivers exceptional customer satisfaction. The role will be part of a regional hub where you will work with other support functions to ensure that the contracts have the right level of support, governance and resources to deliver successfully. The role will be essential to providing governance across the projects and ensuring that the Operational VP is aware of all potential risks and issues. The role will lead on recovery action plans and managing the transition (start up or exit) of contracts. The Op Ex Delivery Partner is the point of contact for projects for Operational Excellence.
Supervision
- Line Management of the 10 Operational Excellence Managers that are working on contracts. The Operational Excellence Managers will be managed day to day by the Project Director but the Op Ex Delivery Partner will support the Op Ex Managers to meet the quality and performance requirements of the business.
Portfolio Performance and Governance
- Tracks performance and provides governance across a portfolio of contracts/projects
- Supports projects with the monthly reporting requirements for the business
- Supports projects to implement new performance reporting, processes and tools.
- Provides guidance and training on performance measures and how to manage performance
- Manages the operational risks and issues for the portfolio of projects
- Ensures new projects put in the correct performance measures, reporting and structure
Quality Assurance and Management
- Supports projects to deliver quality targets and make improvements where required
- Works with the project to ensure that there are 10% case file reviews being completed monthly
- Supports the project to implement new quality reporting, processes and tools
- Provides guidance and training on quality measures and how to manage quality
- Complete quality reviews on contracts where required
- Ensures new projects put in the correct quality measures, reporting and structure
- Conduct audits, assessments and data analysis to identify trends, risks, and opportunities for continuous improvement using action planning tools
- Coach and mentor regional teams to foster a culture of continuous learning and operational excellence
Operational Training
- Support the development and delivery of training programs that address the skill gaps and elevate operational performance
- Evaluate training effectiveness through performance metrics and feedback loop, ensuring knowledge acquisition transfers to role delivery
- Maintain accurate records of training activities and outcomes, generating reports and analytics to track progress and demonstrate the impact of training initiatives on business performance
- Supports training needs analysis and identifies common gaps in technical capabilities across the portfolio
Project Transition and Recovery
- Lead or support project start-ups, expansions, and close-outs to ensure strategic alignment, stakeholder engagement, and successful execution
- Support the recovery efforts for underperforming projects, developing and executing turnaround plans with clear ownership and milestones
- Provide targeted training and support to address root cause and program delivery issues
Regional Support
- Collaborate with operations and supporting functions, that supports the translation of operational needs into actionable solutions
- Support the Operational VP and Op Ex Director to ensure continuity and consistency in delivery
- Partner with VPs, RDs, and PDs, to assess challenges, prioritize needs, and co-design improvement strategies
- Ensure enterprise standards of practice are prioritized in solutions for regional and project needs
Enterprise Work and Product and Tool Development
- Participate and provide input into the development of Op Ex products and tools
- Where required, take ownership of the development of an Op Ex product or tool
- Champion adoption of new products and tools across operations, ensuring alignment with enterprise strategy
- Attend and engage in the Op Ex Enterprise meetings as scheduled
- Education: Bachelor’s degree in business administration, Operations Management, Organizational Development or an equivalent of experience and education demonstrating applied skills.
- 3-5 years of experience in operational training and development, process improvement, frameworks that support various principles and standards for operational excellence.
- Proficiency in data analysis, reporting and making recommendations for continuous improvement and action planning.
- Experience with operational training design and delivery methodologies, including adult learning principles.
- Ability to influence through innovative thinking, serving as a thought leader to inspire and shape the direction of initiatives within the organization
- Excellent analytical, problem-solving, and critical thinking skills to identify root causes and make recommendations for corrective action.
- Strong organizational skills to manage multiple priorities in a face-paced environment while maintaining attention to detail
- Strong oral and written communication skills with the ability to effectively collaborate with cross-functional teams
- Ability to influence and partner with Operational Excellence Delivery Partners and Directors, and senior leaders (VPs, Regional Directors, Project Directors) to co-create solutions.
- Demonstrated ability to adapt to change and learn new tools or software as needed.
- Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint, and a willingness to learn new software or systems as required for the role
This is an individual contributor role and does not have any direct reports.
All your information will be kept confidential according to EEO guidelines.
Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.
When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.
At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.
We are a purpose-driven organization where support teams directly impact our ability to change the lives of the people and communities we serve. Throughout our US network and global family, our services span workforce and employment, education and training, and community support.
Workforce Solutions is a member of the APM Group, a global network focused on enhancing a person’s health and wellbeing, independence, and employability.
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