Job Description:
Leads end-to-end operational readiness for transformation programs, ensuring Operations are fully prepared to execute new processes, systems, and workloads through go-live and stabilization. Responsible for readiness strategy, planning, documentation, training alignment, operational validation, cutover execution, and hypercare support.
Key Responsibilities -
Program Readiness Leadership
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Own and deliver the Ops Readiness strategy and execution plan for assigned program
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Serve as primary Operations Readiness contact for program leadership
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Align readiness milestones with SIT, UAT, conversion, and go-live timelines
Operational Design & Documentation
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Oversee development and validation of:
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Operations approach documents
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Administrative guidelines
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Procedure documentation / job aids
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Ensure future-state processes align to system functionality and business requirements
Readiness Validation & Impact Management
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Lead Operational Impact Analysis and readiness assessments
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Identify operational risks, process gaps, and capacity impacts
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Drive readiness sign-offs prior to go-live
Training & Enablement Oversight
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Partner with training teams to:
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Define training strategy and curriculum
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Validate procedures for training readiness
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Ensure environment and access readiness
Ops UAT / Pilot Coordination
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Coordinate Operations participation in UAT and pilot testing
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Ensure test scenarios reflect real business processes
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Support defect triage and readiness validation
Cutover & Hypercare Execution
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Own Operations Cutover Plan and execution readiness
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Ensure staffing, communications, and contingency plans are in place
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Lead Ops support through hypercare and stabilization phases
Governance & Stakeholder Management
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Lead readiness governance cadence:
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Status reporting
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Risk and issue management
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Stakeholder updates and escalations
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Collaborate across Ops, IT, QA, Training, and Business stakeholders
Required Qualifications
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Bachelor’s degree or equivalent experience
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Experience in operations, transformation programs, or readiness roles
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Strong understanding of end-to-end operational processes
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Experience supporting system implementations and conversions
Preferred Qualifications
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Life & Annuity / Insurance operations experience
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Experience in large-scale transformation or platform conversions (e.g., wmA, AWD/Chorus, cmA)
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Familiarity with UAT, pilot testing, and hypercare models
Functional Competencies
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Operational Readiness & Transition Management – Designs and executes readiness strategies to enable seamless transition to new systems/processes
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Process Design & Documentation – Develops scalable, accurate operational procedures and guidelines
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Training & Enablement – Ensures workforce readiness through structured learning and knowledge transfer
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Testing & Validation – Drives Ops UAT and pilot validation aligned to business scenarios
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Cutover & Stabilization Management – Executes transition and supports operational stability post-go-live
Leadership Competencies
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Program Leadership – Leads cross-functional readiness activities across a single program
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Stakeholder Management – Builds alignment across business, IT, and operations partners
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Decision Making – Assesses risks and drives timely readiness decisions
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Execution Excellence – Ensures on-time delivery of readiness milestones and outcomes
Behavioral Competencies
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Collaboration – Works effectively across matrixed teams
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Accountability – Owns readiness outcomes end-to-end
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Adaptability – Responds to evolving program needs and timelines
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Communication – Delivers clear, concise updates to leadership and stakeholders
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