Key Policy Role
The Policy SME plays a vital role in upholding and promoting the Covalen Essence Pillars, including Performance Gurus, Client Co-Creators, and Excellence Designers.
This dynamic role encompasses a wide range of responsibilities aimed at ensuring the success of the team and project.
Duties and Responsibilities:
* Actively participate in various initiatives organized by the PTQ Team.
* Propose, organize, and coordinate new policy- and coaching-related initiatives.
* Conduct workshops focused on enhancing the skills and knowledge of Policy SMEs.
* Provide mentoring and support to team members performing coaching tasks.
* Collaborate in focus groups to enhance training materials, identify policy inconsistencies, and streamline processes.
* Generate regular reports.
Key Activities:
* Coordinate Shadowing and Reverse Shadowing Sessions for new team members.
* Organize and conduct 'Meet your Policy SME' sessions with new team members to ensure their familiarity with essential tools, tribes, wikis, and team procedures.
* Monitor the progress of team members during their ramp-up phase and communicate any training needs to the Team Lead.
* Attend Weekly Sync Meetings to ensure team alignment.
* Keep the team updated on new flows and policies.
* Implement weekly Action Plans based on Root Cause Analyses (RCAs) provided by QAs to address policy and operational guideline-related issues within the team.
Essential Competencies:
* Strong understanding of quality principles and their impact on operational delivery.
* Proficiency in Microsoft Excel for data management, analysis, problem-solving, trend identification, and proposing solutions.
* Excellent communication skills, both verbal and written.
* Ability to drive individual and team performance through coaching and feedback.
* Effective time management skills to handle multiple tasks, details, and interruptions.
* Proactive attitude, driving improvements within the team and organizational processes.
Candidate Experience:
* Proficiency in the English language, both written and verbal (C1 Level, minimum).
* A track record of managing and analysing data, recognizing trends, and relating to real-world scenarios.
* Demonstrated experience in providing policy-related support and 1-2-1 guidance.
* Experience assisting with the implementation of complex operational procedures, including the creation and delivery of classroom-style training and documentation.
* Ability to work independently, collaboratively, and effectively in a fast-paced environment.
* Strong critical thinking and problem-solving skills.
What We Offer:
Health Care & Extensive Training & Development
Employer: CPL Solutions Ltd
Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Sandyford, Dublin 18
Contract type: Permanent