RSC Solutions Consultant

Transcription

1 RSC Solutions Consultant Grade 6 More about Aimia and what we do Loyalty management is the process of identifying, understanding and influencing best customers in order to build sustained, reciprocal and meaningful relationships that increase profits and drive long term enterprise value. We are Aimia and it is our vision to be the recognised global leader in loyalty management. Across our global enterprise we offer a full suite of services delivered through three loyalty service streams: Coalition Loyalty designing, building and managing multi-partner and shared currency loyalty programs around the globe Proprietary Loyalty designing, building and managing strategic business and customer loyalty programs for individual clients around the globe Loyalty Analytics collecting, analysing and deriving actionable insight from customer data to deliver measurable marketing ROI for clients and partners around the globe Here in Asia Pacific, Aimia has proven experience in partnering with clients to deliver leading proprietary loyalty programs across the region. Our proprietary loyalty service experts design, launch and operate new client programs, re-launch, refresh and operate existing client programs and bring our digital, mobile and analytical expertise to bear on behalf of clients. As we continue on our journey to realise our vision to be the recognised global leader in loyalty management, we are actively building out our capability to offer increased services across the loyalty analytics and coalition loyalty streams. Here in Sydney we are an office of 120 employees, located at 33 Saunders Street in Pyrmont.

2 Business Unit Overview Regional Solutions Centre (working name for combined RSC and Technology team in region) sits within the Chief Operating Officer function within the Global Loyalty Services business unit. Within the COO function the provision of shared services includes: Program Management, Business & IT Solution; Campaign, Creative & Digital, Reward and Contact Centre services. The Regional Solutions Centre [RSC] Defines, Builds and Operates end to end Aimia loyalty solutions based upon Aimia s Global products. The RSC will also provides support and transition services for legacy client solutions and their eventual move to global product based solutions overtime. The RSC provides expertise, coordinates IP, shares best practice and defines standard models for design, delivery, operating solutions, along with providing consulting expertise to client & business development teams across sectors in GLS. Specifically the RSC is focused on: Global Product Solutions End to end Aimia solutions utilising global products, service packages and strategic partner delivery Input to global product roadmaps to keep our products and Aimia ahead of our competitors Cross-sector IP sharing that is captured and built into our evolving products and services Generates and refreshes knowledge, competencies, practices and skills for deployment across sectors, clients and opportunities Provide opportunities for business collaboration through propagation of packaged knowledge. Productizing the required collateral and training for design, delivery, operations and support of the sales cycle Provides a high quality, scalable & repeatable service experience for global products usage & delivery Standard Operating Models Improves return on investment through the reuse of processes, applications interfaces and business documentation Reduces development, project lead times and maintenance and support costs Optimizes the utilization of scarce resources by leveraging resources through shared services (i.e internally across the division/region, and globally in partnership with strategic partners like HP & Infosys) - avoiding need for country & sector teams to assemble skills at sub-scale and costly levels Repository for gathering knowledge and provide expertise to programs, projects and business initiatives

3 What is the focus of this role? The Solutions Consultant will be based out of one the key Business Development location in Sydney to support sector focused Client & Business Development teams in selling, designing and deploying complex information technology and Aimia service solutions. The role will be focused on having a breath of knowledge in Global Products, Regional Solutions, Business services and other services. The team of Solution Consultants will design and define solutions that integrate Aimia and client products and services. The Solution Consultant will work closely with the Technical Architecture team, the Solution Analyst team and any Business Services specialists. The Solutions Consultant needs an in-depth understanding of the 3 key areas of business for AIMIA in order to able to fluently converse about customer lifecycle journeys with the business development teams or, if necessary, with the client. The basis of the role is to be able to provide consultative selling support that ensures that we are delivering solutions that leverage global products, existing regional solution blocks and available business services. In addition, the knowledge of the IT architectures, strategy systems, information flows, security, applications and infrastructure and their links to customers and suppliers to create business cases and or solid client, and supplier relationships Responsibilities include: The Solutions Consultant team performs the following in supporting Client & Business Development functions; Responsibilities Pre-project business solution design Responds to all the technical questions on RFI and RFPs Provide demonstrations on the products Directs projects towards desired technology strategies, through the product fit assessment Facilitate workshops with clients Has relationship with internal & external technology and project management teams, and global product teams Defines and owns the appropriate customer processes, and solutions. Service Level Agreement (SLA) negotiations along with SDM

4 Defines the SDD (depending upon scale of opportunity could be responsible or accountable) Overall solution into delivery (project progress) Project issue resolution Provides initial project estimates for cost-benefit analysis Operational and IT costs for business cases Implementation of standardized processes Pre sales, Client implementation, Service management and Client management processes and managing any changes and communications Training and awareness of the standardized processes Pre sales, Client implementation, Service management and Client management Product training on the global products Accountable Overall solution into delivery (project progress) Project issue resolution Provides initial project estimates for cost-benefit analysis Operational and IT costs for business cases Implementation of standardized processes Pre sales, Client implementation, Service management and Client management processes and managing any changes and communications Training and awareness of the standardized processes Pre sales, Client implementation, Service management and Client management Product training on the global products Consultant Evaluate project/ opportunity objectives Project prioritization Assist in resource requirements, including organisational structures Letter of Intent (LOI) and Master Services Agreements for clients Informed Gains understanding of business strategies Gathers information on competitor technology Stays abreast of industry trends in the business and technology

5 Involved in Product Enhancement Boards Essential skills and experience: Solution analysis skills Project management experience (ideally Prince 2). In-depth knowledge of loyalty lifecycles, including program design, processes and infrastructure In depth knowledge of at AIMIA s global products in the areas of Loyalty, Campaign and Analytics Strong operational management skills & experience, particularly in an outsource environment. Strategy, planning and change management skills. Understanding of consumer facing services. Commercial capacity and curiosity. Proficiency in Excel, Power Point and Microsoft Project, MS Visio. International experience gained from working in Asia or working with clients in other markets. Useful characteristics include: straight forward attention to detail Influencer organised & resilient helpful self-starter results orientated able to drive the agenda with senior management & client with passion & commitment Confident Communicator able to deal with senior management, Client partners and suppliers flexible & adaptable excellent presenter critical Thinking collaborative

6 What is success in the role? Influences senior managers and key decision makers in GSC and also RSC. Demonstrates breadth of loyalty, CRM and analytics expertise: Commercial acumen, technical know-how and operational expertise. Collaborative and curious to ensure that new product updates and services are transitioned into the regional service centre. Attention to detail and good analytical skills as there are always lots of interdependencies. Even a simple change can impact the products and the infrastructure. Able to present confidently to senior client on the products. Build strong networks across the global organization, identifying experts that may support knowledge transfer, and support the cause of the RSC. Passionate about change and knowledge transfer within the organization. Proactively, drive new initiatives that support knowledge transfer into the regions either producing or driving new requirements for documentation or other tools that enable the regions to do their job more efficiently or to a new standard