Position Purpose:
The Implementation Manager is responsible for the overall direction, coordination, implementation, execution, control, and completion of one or more specific projects- ensuring consistency with company strategy, commitments and goals. Serves as a primary point of contact for internal as well as external stakeholders and clients during implementation phase of each project and includes day to day interface on project commitments and updates, leading stakeholders and clients meetings, ensuring project delivery is appropriate, timely and accurate.
Reports to: Director of ImplementationResponsibilities:
Project Management:
• Leads the planning and implementation of any internal or external project assigned
• Facilitates the definition of the project scope, goals and deliverables
• Defines the project tasks and resource requirements
• Creates, executes and revises project work plans and timelines to meet changing needs and requirements
• Manages day-to-day operational aspects of a project and scope
• Reviews deliverables prepared by team before passing to client
• Applies Everise methodology and enforces project standards
• Prepares and facilitates client and internal stakeholder reviews
• Conducts ongoing risk analysis to identify potential project risks and minimize exposure
• Communicates regularly with project stakeholders and provides notification of any potential or current risks
• Ensures project documents are complete, current, and stored appropriately
Communication:
• Effectively conveys our message in both written and verbal business discussions
• Effectively facilitates team and client meetings
• Holds regular status meetings with project team.
• Effectively communicates relevant project information to superiors
• Delivers engaging, informative, well-organized presentations
• Resolves and/or escalates issues in a timely fashion
• Understands how to communicate difficult and sensitive information tactfully
Technical Understanding:
• General understanding in all areas of call center day to day operations
• Basic understanding of networking, telecom and technological infrastructure within the call center
• Basic understanding of Internet, Intranet, and client/server architecture with a thorough understanding of Everise’s technical capabilities
• Maintains awareness of new and emerging technologies and the potential application on client engagements
Leadership:
• Challenges others to develop as leaders while serving as a role model and mentor
• Inspires coworkers to attain goals and pursue excellence
• Identifies opportunities for improvement and makes constructive suggestions for change
• Manages the process of innovative change effectively
• Remains on the forefront of emerging industry practices
Teamwork:
• Consistently acknowledges and appreciates each team member's contributions
• Effectively utilizes each team member to his/her fullest potential
• Motivates team to work together in the most efficient manner
• Keeps track of lessons learned and shares those lessons with team members
• Mitigates team conflict and communication problems
Client Management:
• Manages day-to-day client interaction throughout the implementation and partners with the client services manager in building that relationship
• Sets and manages client expectations
• Develops lasting relationships with client personnel that foster client ties
• Communicates effectively with clients to identify needs and evaluate alternative business solutions
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Builds a knowledge base of each client's business, organization and objectives
Qualifications:
• Minimum 2 yrs. in project management or equivalent leadership experience
• 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
• Proven experience in strategic planning
• Proven experience in risk management
• Proven experience in change management
• Proficient in project management softwareKey competencies:
• Critical thinking and problem solving skills
• Planning and organizing
• Decision-making
• Communication skills
• Influencing and leading
• Delegation
• Team work
• Negotiation
• Conflict management
• Adaptability
• Stress tolerance
