Senior Manager – Implementations

Role Overview

• Responsible for owning the implementation & stabilization process from start to finish whilst ensuring seamless execution and experience for every client assigned
• Accountable for overall success of each launch including but not limited to, internal teams survey response of your performance and the clients NPS feedback of their overall implementation experience
• Performing deep dive information gathering sessions and collect client program requirements, you will validate the workflows and processes of incoming opportunity
• Managing client and project team expectations simultaneously for a frictionless onboarding experience
• You will handle day-to-day client communication throughout each implementation, host clients and ensure that client satisfaction and confidence in Teleperformance remains high throughout the implementation
• Create, manage and track project vehicles, including, but not limited to: Project schedules, Detailed project plans, Project scope statements, Resource plans, Risk and issues logs, Status reports
• Communicate and collaborate with internal and external customers as needed in regards to project deliverables including managing expectations, presenting and interfacing with sponsors
• Make recommendations to management about schedules, prioritization and resource allocation with input from team members
• Provide consistent project plan/status reporting for use by account managers, clients, and management
• Providing in time support for all business development initiatives like project plans for RFPs, RFQs, present plans during sales visits

Requirements

• At least 5-years of experience in project management
• Minimum of 2-years of experience in operations and/or account management role working directly with Client Points-of-Contact within a BPO in a similar role
• Degree level or equivalent
• Knowledge of both theoretical and practical aspects of project management
• Knowledge of project management techniques and tools
• Direct work experience in project management capacity
• Proven experience in people management, strategic planning, risk management & change management
• Proficient in project management software
• Attained qualification in project management will be an added advantage
• Competent use of Microsoft Project, Excel, PowerPoint, Zoom (or other webinar tools)
• Fluency in written and spoken English

Benefits

• Flexible working hours
• Travel required, must have a valid passport
• Ability to attend and conduct presentations