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

• Own and deliver the Ops Readiness strategy and execution plan for assigned program
• Serve as primary Operations Readiness contact for program leadership
• Align readiness milestones with SIT, UAT, conversion, and go-live timelines

Operational Design & Documentation

• Oversee development and validation of:
  • Operations approach documents
  • Administrative guidelines
  • Procedure documentation / job aids
• Ensure future-state processes align to system functionality and business requirements

Readiness Validation & Impact Management

• Lead Operational Impact Analysis and readiness assessments
• Identify operational risks, process gaps, and capacity impacts
• Drive readiness sign-offs prior to go-live

Training & Enablement Oversight

• Partner with training teams to:
  • Define training strategy and curriculum
  • Validate procedures for training readiness
  • Ensure environment and access readiness

Ops UAT / Pilot Coordination

• Coordinate Operations participation in UAT and pilot testing
• Ensure test scenarios reflect real business processes
• Support defect triage and readiness validation

Cutover & Hypercare Execution

• Own Operations Cutover Plan and execution readiness
• Ensure staffing, communications, and contingency plans are in place
• Lead Ops support through hypercare and stabilization phases

Governance & Stakeholder Management

• Lead readiness governance cadence:
  • Status reporting
  • Risk and issue management
  • Stakeholder updates and escalations
• Collaborate across Ops, IT, QA, Training, and Business stakeholders

Required Qualifications

• Bachelor’s degree or equivalent experience
• Experience in operations, transformation programs, or readiness roles
• Strong understanding of end-to-end operational processes
• Experience supporting system implementations and conversions

Preferred Qualifications

• Life & Annuity / Insurance operations experience
• Experience in large-scale transformation or platform conversions (e.g., wmA, AWD/Chorus, cmA)
• Familiarity with UAT, pilot testing, and hypercare models

Functional Competencies

• Operational Readiness & Transition Management – Designs and executes readiness strategies to enable seamless transition to new systems/processes
• Process Design & Documentation – Develops scalable, accurate operational procedures and guidelines
• Training & Enablement – Ensures workforce readiness through structured learning and knowledge transfer
• Testing & Validation – Drives Ops UAT and pilot validation aligned to business scenarios
• Cutover & Stabilization Management – Executes transition and supports operational stability post-go-live

Leadership Competencies

• Program Leadership – Leads cross-functional readiness activities across a single program
• Stakeholder Management – Builds alignment across business, IT, and operations partners
• Decision Making – Assesses risks and drives timely readiness decisions
• Execution Excellence – Ensures on-time delivery of readiness milestones and outcomes

Behavioral Competencies

• Collaboration – Works effectively across matrixed teams
• Accountability – Owns readiness outcomes end-to-end
• Adaptability – Responds to evolving program needs and timelines
• Communication – Delivers clear, concise updates to leadership and stakeholders

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