Onboarding & Hypercare Lead

2 weeks ago

London, United Kingdom Equiniti Full time

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are **TRUSTED** to deliver on our commitments, **COMMERCIAL** in building long term value, **COLLABORATIVE** in our approach and we **IMPROVE** by continually enhancing our skills and services. **There has never been a better time to join EQ.**

**Business Area**

EQ has embarked on a Client to Cash (C2C) transformation covering all capabilities for an end-to-end journey from marketing, new business development, opportunity and contract lifecycle management, order to cash, and relationship management through to renewalsmanagement. As a result of acquisitions and growth, we currently have multiple ways of working, processes and systems which we are consolidating into a single global approach and platform based on Salesforce CRM, Conga Quote to Cash and Marketo.

A programme team is being established to drive through this transformation, and the role of Onboarding & Hypercare Lead will play a key part in this.

**Role Summary**

Reports to the C2C Change Lead and works with other colleagues across the wider programme team to lead all onboarding and hypercare activities related to the transformation and delivery of our global Client to Cash platform and ways of working. Accountablefor ensuring successful adoption of programme deliverables to drive new behaviours to allow the identified benefits to be realised. Developing strong working relationships with a broad stakeholder group across multiple divisions globally is key to ensuringrealisation of expected business benefits and on time delivery.

**Core Duties/Responsibilities**
- Engagement with key stakeholder groups including superusers, change champions, programme teams, executives and senior business leaders through to end-users
- Own the preparation of users for each release, manage their onboarding to new systems, features and ways of working, and lead each releases' immediate-term hypercare support activities
- Own the delivery of onboarding and hypercare milestones for the programme including being responsible for key adoption KPI's (e.g. platform engagement, user satisfaction)
- Establish formal and informal change networks to help deliver change and long term sustainability, advising and coaching change champions, superusers and business SMEs on approach, methods and tools
- Establish and maintain good relationships with the business sponsors and provide objective guidance and advice to ensure effective implementation.

**Skills, Capabilities and Attributes**
- Proven experience in user on-boarding and adoption planning and support in complex technology-enabled transformation programmes
- Solid understanding of the impact of change on people and the processes required to enable change to have long-lasting effect
- Experience in development and execution of onboarding and hypercare strategies to enhance change acceptance
- Experience of multichannel communications tools and approaches, and embedded training tools (e.g. Attensi, WalkMe) desired
- Experience in engaging diverse audiences and developing localised, relevant content for them
- Experience of working in an agile project environment
- Organised self-starter, highly motivated and enthusiastic, a tenacious influencer
- Excellent stakeholder management, interpersonal, written and verbal communication skills with the confidence to persuade, influence, challenge supportively and effectively where appropriate.
- Experience of Salesforce transformation programmes desired
- Awareness of Prosci change management approach desired.

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