OPERATIONS ONBOARDING PROGRAMME
What’s Inside | 3 | 30 Day Certification 5 | 60 Day Certification 7 | 90 Day Certification 9 | 120 Day Certification
30 DAY CERTIFICATION
The purpose of this 30 Day assessment meeting is to ensure all required training has been completed and identify areas where you need additional training or support to ensure you are successful in your new role.
As part of your ongoing personal development you are for responsible for the completion of this certification process. This includes the scheduling of each meeting and working with your manager to identify if additional support is needed.
3
30 Day Certification Meeting The purpose of this 30 Day assessment meeting is to ensure all required training has been completed and identify areas where you need additional training or support to ensure you are successful in your new role. As part of your ongoing personal development you are for responsible for the completion of this certification process. This includes the scheduling of each meeting and working with your manager to identify if additional support is needed.
Assessment Area 1. SREV Training Completion Have the following courses been completed?
Date Completed
New Hire Training
(Classroom)
Life as a Public Company
(Online)
Security Training
(Online)
Excel: The Basics
(Online)
Time Management
(Online)
Using Email and Instant Messaging Effectively
(Online)
How to Open IT ticket
(Online)
How to log a PTO
(Online)
How to use Chatter
(Online)
Have you been assigned a Mentor? Have you received your account Playbook? Have you read and understood the 10 Commandments? Have you read and understood the HR Handbook? Do you have a clear understanding of your role and how you will be successful?
Assessment Area 2. Account Training Completion Completed
Have you received the following account training? My Clients Service Offering: • What are the Service Levels and what do they entitle a customer to? Systems -‐ ServiceSource CRM/Renew on Demand • How to navigate and update fields • How to find needed information Systems -‐ Client • What level of updates are expected from me • How to find information on deals Account Processes • How to build a Quote? • How to process a PO? • How to close a Booking? Managing my business • What are the SREV Sales Stages • What are the SREV Commit levels and when do I use each
Assessment Area 3. Coaching Have these sessions been completed? Session 1. Session 2. Session 3.
Topic
Date
What is Coaching? Setting SMART Goals? Getting the Most out of my Coaching Sessions
To ensure the successful completion of this certification programme you should identify, with you manager, three focus areas for the next 30 days. Key Focus Areas over the next 30 Days 1 2 3
Operations Specialist Signature
Manager Signature
4
60 DAY CERTIFICATION
The purpose of this meeting is to assess your knowledge and behaviors in the areas listed on the right and to identify any areas where additional support is required. Your Manager will assess your skills and behaviors during this 1:1 meeting, they may also consider your performance in other areas.
For each of the assessment areas your Manager will provide a rating as follows:
1= Development Needed 2= Performing 3= High Performing 4=Distinctive
You must score at least Performing in each area to be certified. If the required standard is not met in a specific assessment area, it will be reassessed at the 90 day certification assessment.
5
60 Day Certification Assessment The purpose of this meeting is to assess your knowledge and behaviors in the areas listed below and to identify any areas where additional support is required. Your Manager will assess your skills and behaviors during this 1:1 meeting, they may also consider your performance in other areas. For each of the assessment areas your Manager will provide a rating as follows; Rating Scale: 1= Development Needed; 2= Performing; 3= High Performing; 4=Distinctive You must score at least Performing in each area to be certified. If the required standard is not met in a specific assessment area, it will be re-‐assessed at the 90 day certification assessment
Assessment Area 1. Systems Knowledge
Score:
A performing Specialist will display the following knowledge; How to follow the required Data Privacy Rules when using all internal/external tools How to use ServiceSource CRM (Atlas/Renew) to find information about Opportunities/Quotes How to pull an export and use data for validations/analysis etc. How to use client systems to find information about specific deals and provide support to sales team How to recognize an error and raise an escalation Follows the correct renewals processes and policies
Assessment Area 2. SREV Knowledge
Score:
A performing Specialist will display the following knowledge; The way our business is structured and the role of the different functions Can you name and articulate the 12 essentials KPIs for SREV? Usage of Cornerstone -‐ how proactive are you? The benefits of using Chatter and how you can use it to help you Understands the key messaging of our Branding
Assessment Area 3. Coaching
Date
Have these sessions and the agreed actions been completed? Session 1. Session 2. Session 3. Session 4. To ensure the successful completion of this certification programme you should identify with you manager three focus areas for the next 30 days and agree the action steps for each
Focus Areas for the Next 30 Days 1 2 3
Action Items for the Next 30 Days 1 2 3
Operations Specialist Signature
Manager Signature
6
90 DAY CERTIFICATION
The purpose of this meeting is to assess your knowledge and behaviors in the areas listed on the right and to identify any areas where additional support is required. Your Manager will assess your skills and behaviors during this 1:1 meeting, they may also consider your performance in other areas.
For each of the assessment areas your Manager will provide a rating as follows:
1= Development Needed 2= Performing 3= High Performing 4=Distinctive
You must score at least Performing in each area to be certified. If the required standard is not met in a specific assessment area, it will be reassessed at the 120 day certification assessment.
7
90 Day Certification Assessment The purpose of this meeting is to assess your knowledge and behaviors in the areas listed below and to identify any areas where additional support is required. Your Manager will assess your skills and behaviors during this 1:1 meeting, they may also consider your performance in other areas. For each of the assessment areas your Manager will provide a rating as follows; Rating Scale: 1= Development Needed; 2= Performing; 3= High Performing; 4=Distinctive You must score at least Performing in each area to be certified. If the required standard is not met in a specific assessment area, it will be re-‐assessed at the 120 day certification assessment
Assessment Area 1. Product Knowledge
Score:
A performing Specialist will display the following skills and behaviors; Understands the product portfolio and pricing and how this is built into an Opportunity structure including asset level
Assessment Area 2. Data Management
Score:
Assessment Area 3. Communication
Score:
Assessment Area 4. Performance Execution
Score:
A performing Specialist will display the following skills and behaviors; Manages opportunity pipeline, quotes and data exports on his/hers own Understand data integrity principles Manage CRM Queues and Tasks effectively Able to produce required level of reporting A performing Soecialist will display the following skills and behaviors; Understand Sales Team requirements on various type of requests Understand remote operations team structure and communication protocols Coomunicate clearly and professional with Partners if required Correctly and appropriatly manages internal escalations A performing Specialist will display the following skills and behaviors; Manage Proctive/Reactive Quote request independently within desired levels of QA Supports complex quote amendments Understand PO processing within account team, including troubleshooting and scalation path Successfully handles urgent/priority requests Understands and meet SLA's and is able to articulate current performance Able to manage wide range of activities and implement changes in priorities as required
Assessment Area 5. Coaching
Have these sessions and the agreed actions been completed? Session 1. Session 2. Session 3. Session 4. To ensure the successful completion of this certification programme you should identify with you manager three development areas for the next 30 days and agree the action steps for each
Development Areas for the Next 30 Days 1 2 3
Action Items for the Next 30 Days
1 2 3
Operations Specialist Signature
Manager Signature
8
120 DAY CERTIFICATION
The purpose of this meeting is to assess your knowledge and behaviors in the areas listed on the right and to identify any areas where additional support is required. Your Manager will assess your skills and behaviors during this 1:1 meeting, they may also consider your performance in other areas.
For each of the assessment areas your Manager will provide a rating as follows:
1= Development Needed 2= Performing 3= High Performing 4=Distinctive
Assessment should be completed during Meeting with your Manager’s. Your managers may also take into account other evidence such as account specific assessment, call attendance, system accuracy, time management.
9
You must have completed all mandatory trainings, score at least performing in each area and receive an overall score of 10 to be certified. If the required standard is not met, you will need to agree an action plan with you manager to reach the required standard. Completion of your certification programme is a pre-requisite for successful completion of your probation period.
Final Certification Assessment The purpose of this meeting is to assess your knowledge and behaviors in the areas listed below. Your Manager will assess your knowledge during this 1:1 meeting, they may also consider your performance in other areas It is your responsibility to schedule this meeting. For each of the assessment areas your Manager will provide a rating as follows; Rating Scale: 1= Development Needed; 2= Performing; 3= High Performing; 4=Distinctive Assessment should be completed during Meeting with your Manager's. Your managers may also take into account other evidence such as account specific assessment, call attendance, system accuracy, time management. You must have completed all mandatory trainings, score at least performing in each area and receive an overall score of 10 to be certified. If the required standard is not met, you will need to agree an action plan with you manager to reach the required standard. Completion of your certification programme is a pre-‐requisite for successful completion of your probation period.
Assessment Area 1: Training Completion
New Hire Training Data Privacy Training SREV Mandatory Training Account Specific Mandatory Training
Assessment Area 2: Product, Services and Processes
A performing Specialist will display the following knowledge and behaviors;
Display full understanding on relevant product and services represented by client opportunity set Display full understanding on SREV and Client specific operational processes
Assessment Area 3: Systems Knowledge
Date Completed
Score:
Score:
A performing Specialist will display the following knowledge and behaviors;
Display full understanding of range of SREV systems needed to perform on the role Display full understanding of client systems used to perform on the role Able to export/import data accurately from the various systems Display autonomy in usage and management of the various systems
Assessment Area 4: Performance Execution
Score:
A performing Specialist will display the following knowledge and behaviors;
Proactively and effectively manages communication with Sales Team, Management, remote operations team and client if and when relevan Effectively handles scalations and complex requests Reach client SLAs and agreed Quality Levels Achieves given goals and deadlines as set by management Performs with positive attitude and proactively look for growth opportunities to enhance their skillset
Assessment Area 5: Personal Development
Score:
A performing Specialist will display the following knowledge and behaviors;
Has a clear understanding of their role and how they will be successful Manages their time effectively Understands his/hers strengths and areas to develop Is aware of next steps after being certified Sets and follows through on SMART goals for next 9-‐12 months Has completed their PDP
Total Score:
Operations Specialist Signature
Manager Signature
10