JOB SPECIFICATION
Position Title: Senior Specialist Commercial Operations System Enablement
JD No.
Level: Senior Division/Dept: IT & Systems
Reports to: Chief Information Officer Date Prepared: Dec 2024
BACKGROUND / DESCRIPTION:
The Senior Specialist, Commercial Operations System Enablement is a critical role within the organization,
responsible for the design, implementation, and ongoing optimization of systems and processes that
enhance the efficiency and effectiveness of commercial operations. This position plays a key role in
supporting the sales, marketing, and customer success teams by ensuring that operational tools and
workflows are properly configured, optimized, and maintained.
In this capacity, the Senior Specialist will take full ownership of the operational efficiency of systems used
by the commercial division, ensuring they are seamlessly integrated, functioning at peak performance, and
aligned with organizational objectives. The role requires close collaboration with IT leadership /
Commercial leadership to ensure that all systems and technologies meet the evolving needs of the
Commercial organization.
As the liaison between the IT organization and the Commercial division, this position assumes significant
responsibility and accountability for ensuring that systems support the overarching business goals, driving
operational excellence and continuous improvement. By leading the design and execution of systems
enablement strategies, the Senior Specialist will help ensure that commercial teams are equipped with the
tools and insights necessary to achieve success and optimize their performance.
DUTIES / RESPONSIBILITIES
System Implementation & Management
• Implementation, and ongoing maintenance of advanced tools and systems designed to streamline and enhance the efficiency of commercial operations. These tools will encompass functionalities across the following critical workstreams:
• Customer Acquisition and Onboarding: Ensure systems are optimized to support seamless customer acquisition processes, providing intuitive and efficient onboarding experiences that align with best practices.
• Order Management Practices: Implement solutions to manage and track orders effectively, ensuring accuracy, transparency, and operational efficiency throughout the order lifecycle.
• Fulfilment, Activation, and Assurance Practices: Develop and maintain systems that support smooth fulfilment workflows, activation processes, and service assurance to guarantee high- quality customer experiences.
• Sales Practices: Enable streamlined and data-driven sales practices by configuring systems that support lead generation, pipeline management, and sales performance tracking.
• Self-Service Capabilities: Deploy and enhance self-service functionalities, empowering customers to manage their accounts, access resources, and resolve queries independently.
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• Third-Party Applications: Integrate and manage third-party applications to extend system capabilities and ensure interoperability with existing tools and platforms.
• System Configuration: Configure systems to align meticulously with organizational business requirements, ensuring they meet operational objectives and deliver measurable outcomes.
• Seamless Integration: Facilitate the integration of systems across departments to ensure data consistency, workflow synergy, and optimal performance.
• Customer Experience & Communication: Ensure that systems are fully optimised for customer experience and communication to the customer each step of the way.
Optimization & Efficiency
• Analysing and enhancing the effectiveness of workflows within commercial teams, ensuring they are optimized to meet business objectives efficiently and consistently.
• Workflow Analysis: Conduct comprehensive reviews of existing workflows, processes, and operational methodologies within commercial teams. This involves identifying bottlenecks, redundancies, and inefficiencies that may impede performance or hinder the achievement of strategic goals.
• Opportunity Identification: Leverage data-driven insights and stakeholder feedback to pinpoint specific opportunities for process improvement, aligning them with the organization’s strategic priorities and operational benchmarks.
• Process Development: Design and develop optimized workflows that eliminate inefficiencies, enhance inter-departmental collaboration, and improve the overall performance of commercial operations.
• Documentation and Standardization: Create detailed process documentation, including workflows, guidelines, and standard operating procedures (SOPs), to ensure consistency and clarity across teams. This documentation serves as a foundation for training, onboarding, and process adherence.
• Enhanced Productivity and Efficiency: Implement changes that maximize productivity, reduce operational costs, and improve the scalability of commercial operations. Ensure continuous monitoring and refinement of processes to maintain alignment with evolving business needs.
Support & Enablement
• Focuses on providing ongoing support and enablement to commercial teams, ensuring they are fully equipped to leverage systems and tools effectively.
• Primary Point of Contact for System-related Challenges: Serve as the main point of contact for commercial teams, providing expert assistance in addressing any system-related issues, challenges, or troubleshooting needs. Offer timely and effective resolutions to ensure minimal disruption to daily operations.
• Training and Development: Develop and deliver comprehensive training programs to equip commercial teams with the knowledge and skills needed to use systems and tools to their full potential. This includes initial onboarding sessions as well as ongoing training to adapt to system updates or new features.
• Resource Provision: Create and maintain a suite of resources, such as user guides, FAQs, video tutorials, and best practices documentation, to empower teams to independently resolve issues and optimize their use of systems and tools.
• Ongoing Support: Provide continuous support and guidance to commercial teams, ensuring they have access to expert advice and problem-solving assistance as needed. Proactively
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address any knowledge gaps and provide recommendations for improvements to increase efficiency and productivity.
• Tool Optimization and Best Practices: Offer strategic insights into how tools and systems can be optimized for specific workflows within commercial teams. Share best practices to enhance operational performance and ensure that the systems are being used to their maximum potential.
• Change Management: develop a change management strategy and implement a comprehensive change management and communication plan to support the adoption of changes, systems, processes or technologies.
Operational Insights & Management
• Providing strategic oversight and insights to optimize commercial operations through data management, reporting, and system solutions.
• Data Integrity and Maintenance: Ensure the integrity and accuracy of data across all operational platforms by conducting regular audits and system checks. Maintain clean, consistent, and up-to-date data to support effective decision-making, minimize errors, and ensure compliance with internal and external standards.
• Reporting and Analytics: Generate and analyse detailed reports across various commercial operations, identifying trends, performance metrics, and areas of improvement. Translate complex data into actionable insights that guide decision-making and inform strategies for performance optimization and growth.
• Understanding of Commercial Operations: Maintain a deep understanding of the commercial teams' ways of working, processes, practices, and challenges. This includes staying informed on the evolving needs of the business and identifying how operations can be enhanced to address challenges and improve efficiency.
• Solution Management and Design: Utilize current capabilities and available tools to design and implement solutions that address operational challenges. Identify and recommend system configurations or modifications that optimize existing processes, enhance productivity, and support the achievement of commercial goals.
Collaboration
• Plays a vital role in ensuring the seamless integration of systems and processes across various functional teams.
• Cross-Departmental Collaboration: Work closely with IT leaders, sales leaders, marketing leads, and finance teams to foster strong alignment between systems, processes, and the organization’s broader strategic goals. This includes ensuring that technology, data, and workflows are synchronized across departments to maximize efficiency and enable the achievement of business objectives.
• Stakeholder Partnership and Future Planning: Partner with key stakeholders to anticipate emerging needs and business trends, providing proactive solutions that are scalable and adaptable. Collaborate to ensure that current systems and processes are future-proof, able to accommodate growth, and aligned with the company’s long-term vision and objectives.
• Continuous Improvement through Collaboration: Encourage a collaborative environment where teams share insights, challenges, and successes, allowing for continuous improvement and innovation. Leverage the collective expertise of each department to identify and implement best practices that enhance the organization’s operational capabilities.
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Technology & Innovation
• Emphasizes the importance of staying ahead of technological advancements and driving innovation within the organization.
• Emerging Technology Awareness: Continuously monitor and evaluate emerging technologies, tools, and methodologies to identify potential opportunities for the company to leverage cutting-edge solutions. Ensure the organization remains at the forefront of innovation by integrating new technologies that enhance operational efficiency, drive growth, and support strategic business objectives.
• Adoption and Implementation of New Technologies: Lead the adoption of innovative platforms and technologies, such as artificial intelligence (AI), machine learning, and robotics, that can transform business processes. Champion the integration of these technologies, ensuring smooth implementation and maximizing their potential to improve efficiency, reduce costs, and enhance the overall customer experience.
• Innovation Leadership: Foster a culture of innovation within the organization by encouraging the exploration of new technologies and methodologies that can drive business transformation. Promote the continuous evolution of systems and processes to support long- term scalability and competitive advantage.
• Collaboration on Technological Solutions: Work collaboratively with internal teams, such as IT and commercial departments, as well as external technology partners, to identify and implement technological solutions that align with the company’s strategic goals. Act as a thought leader in guiding the organization toward cutting-edge innovations that address current and future business needs.
MINIMUM QUALIFICATION & REQUIREMENTS
• Educational Background: A Bachelor’s degree in business, marketing, or a related field is required. A Master's degree with relevant certifications (e.g., project management, systems integration) would be considered an asset.
• Technical Expertise: Strong foundational knowledge in Information Technology (IT), with a focus on system integration and ensuring seamless integration of commercial tools across platforms. The ability to evaluate, implement, and maintain complex systems is essential.
• Experience: A minimum of 8 years of experience working with commercial systems, with a proven track record of success in system enablement and operational efficiency. Proven leadership experience in senior management roles, with significant involvement in sales, marketing, ordering, and provisioning practices. A deep understanding of these processes is crucial for this role. Demonstrated experience in commercial operations, sales enablement, or related fields, with the ability to drive strategic initiatives that enhance productivity and profitability.
• Technical Knowledge and Tools: Strong proficiency with CRM platforms, marketing automation tools, sales tools, assurance platforms, and other relevant commercial systems. Expertise in system configuration and process design, with the ability to streamline workflows and optimize tool usage across departments.
• Analytical and Problem-Solving Skills: An analytical mindset with the ability to quickly identify problems, interpret data, and develop actionable strategies that solve complex challenges. Proven capability to utilize data to drive decision-making and improve operational outcomes.
• Communication and Project Management: Exceptional executive communication skills, with the ability to clearly articulate complex concepts and strategies to senior leaders and cross-functional teams. Strong project management abilities, with experience overseeing large-scale system implementations and optimization initiatives from inception to successful completion.
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• Attention to Detail and Efficiency: Highly detail-oriented, with a keen focus on maintaining accuracy while improving operational efficiency and effectiveness.
• Proactive and Customer-Centric: A proactive problem-solver, with a customer-centric approach that ensures the systems and processes support both internal teams and end customers effectively.
• Adaptability: Highly adaptable and able to thrive in a dynamic, fast-paced environment, managing multiple projects and priorities simultaneously while maintaining high levels of performance.