Implementation Manager Vacancy At SIGMA connected
ROLE PURPOSE
The role of Implementation Manager is integral to the successful onboarding and set up of new clients. They will be predominantly managing the implementation of new clients into any Sigma site and at times providing support to existing clients and operations in delivery of major change or new work types.
REQUIREMENTS
- Preferably educated to degree level or equivalent
- Experience in project management within a structured controlled environment such as PRINCE2 (Essential)
- Minimum 2 years’ experience within a call centre /BPO environment (Desirable)
- Experience and knowledge of the Utilities sector would be beneficial
- The ability to undertake a full workload, managing several projects simultaneously
- Experience managing internal and external stakeholders at a senior level (Essential)
- Exemplary client service skills with the ability to maintain and extend client relationships
- Excellent time management, numeracy skills and attention to detail
KEY DUTIES AND RESPONSIBILITIES
Primary responsibilities of the Implementation Manager are to ensure that the functions and responsibilities listed below are properly managed to achieve best in class delivery:
- Manage the delivery of Client implementation across the business, by working with our clients, the Directors and Heads of Function through a hands on approach to ensure we achieve their project goals
- Manage completion of documentation for all projects within the business using the project management framework
- Offer continuous improvement through the implementation phase both internally and externally
- Ensure the aims and technical aspects of any projects are fully understood and documented
- Clearly identify success criteria for projects to ensure the end product is acceptable for the end user/client/purpose
- Effectively manage all post implementation reviews and outputs there of
- Liaise with clients and stakeholders to develop business cases to support implementation projects
- Chair meetings both internally and externally to engage all stakeholders, identify and resolve issues and manage progress of implementation
- Identify, assess and manage any risks associated to implementation (including budget, resourcing and completion time) ensuring deviations are highlighted as and when necessary to the Head of Implementation
- Support the Head of Implementation in collating a set of weekly highlight reports by ensuring project Gantt charts are kept up to date with progress and by highlighting actions needing urgent attention to maintain progress of implementation
- Ensure projects are managed within the constraints identified within project initiation documentation or onboarding forms i.e. on time and within budget
- Provide project milestone reports to the Head of Implementation for approval to progress
- To act as point of interaction for the client throughout the implementation phase
- Document Operating Manuals for each new client/work type and handover to Operations
- Support Operations with delivery through early lifecycle of client
- Document and manage the exit process for any clients who no longer require our service
PEOPLE
- Co-ordination and control: Use control measures, which will ensure that tasks are allocated, actioned and checked against standards. Problems resolved effectively with desired results.
- Leadership Skills: Leads by example. Provides the company with a clear strategic direction and promotes a clear sense of purpose. Inspires a positive attitude to work. Builds high expectations about the success of the organization. Focuses on successful accomplishment of objectives, articulating the vision
- Influencing Others: Recognized within the organization as having influencing power. Demonstrates a personal presence that generates organizational excitement, enthusiasm and commitment. Impacts and drives the thinking and decision making of large and diverse organization. Sought out to assist others in influencing client or the organizations’ senior management.
BUSINESS
- Interpersonal skills and relationship management: Establishes and maintains good relationships. Able to work with others towards shared goals. Able to balance a focus on task with attention to relationships (internal and external). Collaborative, shares plans, information and resources. Promotes a friendly and co-operative climate. Can spot and nurture opportunities for collaboration. Creates group synergy in pursuing collective goals.
- External Focus: Understanding of relevant external factors affecting the company e.g. Legislation, customer requirements, competitors etc.
SKILLS AND COMPETENCIES
- Must be able to think outside of the box
- Must be a proactive thinker
- Dealing with pressure: Maintains personal effectiveness and consistency of performance when working under personal and/or work-related pressure/stress.
- Verbal & Written Communication: Able to speak, read and write English clearly, confidently and understandably in order to discuss issues for clarification and explanation; able to answer queries in a concise manner; ability to liaise at all levels; inform and advise others. Able to produce written communications and procedures, which are, clear, fluent, concise and readily understood by recipients/s.
- Problem Solving: Analyzes unique issues, systems, or problems having local client or organizational impact. Balances the needs arising from contradictory relationships within very complex and unique issues under the guidance of the Head of Implementation.
- Experience within the outsourcing sector preferred but not essential
- The ability to work with people at all levels
- Experience of Managing Internal and External stakeholders
- Confident self-starter with a proactive and pragmatic approach
- Skilled at identifying and solving problems
- Self-Insight: Understanding the impact of own behavior on the perceptions, attitudes and behavior of others
- Integrity: Behaves consistently in an ethical manner and in so doing gains the trust of others
- Drive: Demonstrates strong self-belief and personal commitment to goals. Holds and articulates a view and a vision of one’s own contribution to the overall success of the company.
- Strives to improve or meet a standard of excellence.
- Aligns with the goals of the company. Sets own challenging goals and takes calculated risks.
- Attitude: Have a forward thinking, make it happen approach to projects
About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing – we help run business’s more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.
Sigma specialise in the following markets – Energy, Water, Financial Services, Retail and Telecommunications. Specifically, Sigma has extensive experience of working with energy utility businesses and understands the pressures and challenges they face. Sigma are a flexible and supportive out-sourcer that works with its clients to tailor its service delivery.
Mission Statement:
Our new mission is…To improve everything Always! We’ll do this by living our values…
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviors and what our brand stands for.
#Always Learning – because the more we learn the more we achieve
#Always Adapting – because flexibility creates opportunity
#Always Together – because we are part of our community, not apart from our community
#Always Better – because we do more
