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Policy SME (Subject Matter Expert)

  • Image for Employer
    Cpl Solutions Ltd
  • Image for Job Ref
    Ref: #JOB-2407928
  • Image for Location
    Nova atria North, Blackthorn Road, Dublin 18, D18 F5X2
  • Image Position
    No of positions: 1
  • Image Part Time
    Paid Position
  • Image Hours per week
    37.5 hours per week
  • Image for Euro
    34000.00 Euro Annually
  • Image for Published
    Published On: 19 Aug 2025
  • Image for Closing
    Closing On: 16 Sep 2025

In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy. 


The Policy SME plays a vital role in upholding and promoting the Covalen Essence Pillars, including Performance Gurus, Client Co-Creators, and Excellence Designers. 
This dynamic role encompasses a wide range of responsibilities aimed at ensuring the success of the team and project. 
Duties and Responsibilities
Initiatives and Insights
•	Actively participate in various initiatives organised by the PTQ Team.
•	Propose, organize, and coordinate new policy- and coaching-related initiatives.
•	Conduct workshops focused on enhancing the skills and knowledge of Policy SMEs.
•	Provide mentoring and support to team members performing coaching tasks.
•	Collaborate in focus groups to enhance training materials, identify policy inconsistencies, and streamline processes.
•	Generate regular reports.
Noobs ramp up
•	Coordinate Shadowing and Reverse Shadowing Sessions for new.
•	Organise and conduct "Meet your Policy SME" sessions with new team members to ensure their familiarity with essential tools, tribes, wikis, and team procedures.
•	Monitor the progress of team members during their ramp-up phase and communicate any training needs to the Team Lead.
Market support
•	Attend Weekly Sync Meetings to ensure team alignment.
•	Keep the team updated on new flows and policies.
•	Implement weekly Action Plans based on Root Cause Analyses (RCAs) provided by QAs to address policy and operational guideline-related issues within the team. 
•	Disseminate and communicate all Policy Changes.
•	Collaborate with the PiP team to organize refreshers, shadowing sessions, or retraining for representatives.

Essential Competencies:
•	Strong understanding of quality principles and their impact on operational delivery.
•	Proficiency in Microsoft Excel for data management, analysis, problem-solving, trend identification, and proposing solutions.
•	Excellent communication skills, both verbal and written.
•	Ability to drive individual and team performance through coaching and feedback.
•	Effective time management skills to handle multiple tasks, details, and interruptions.
•	Proactive attitude, driving improvements within the team and organisational processes.
•	Strong teamwork skills, including the ability to share ideas and handle conflicting points of view.
Candidate Experience:
•	Proficiency in the English language, both written and verbal (C1 Level, minimum).
•	A track record of managing and analysing data, recognizing trends, and relating to real-world scenarios.
•	Demonstrated experience in providing policy-related support and 1-2-1 guidance.
•	Experience assisting with the implementation of complex operational procedures, including the creation and delivery of classroom-style training and documentation.
•	Ability to work independently, collaboratively, and effectively in a fast-paced environment.
•	Strong critical thinking and problem-solving skills.
  • Sector:

Career Level

  • Experienced [Non-Managerial]

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