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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