Senior Manager – Implementations
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Job Description
Senior Manager Implementations overseeing client onboarding and ensuring a seamless experience at Teleperformance. Managing project deliverables and maintaining high client satisfaction throughout implementations.
Responsibilities:
- 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
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