Implementation manager - Lead

Job Description

Greetings from people first consultants!!We are looking for IMPLEMENTATION MANAGER - LEAD for a MNC BPO!!Location - HyderabadWork from office onlyOverview: The Lead Implementation Manager will oversee a team of Implementation Managers (IMs) dedicated to successfully implementing clients platform and services for end customers. This role combines project management leadership with a focus on quality assurance and training, ensuring high standards of service delivery and team performance.
• Provide ongoing guidance and support to Implementation Managers, fostering a culture of collaboration and empowerment to drive successful implementations and achieve project goals.
• Conducting regular quality audits to ensure adherence to established standards and continuous improvement.
• Developing and implementing comprehensive training programs to bridge knowledge gaps and enhance team capabilities.
• Fostering a culture of learning, providing resources and support for both technical and non-technical skill development.
Key Responsibilities Include:
• Project Oversight:
  • Manage and oversee the end-to-end implementation process, ensuring alignment with client objectives and adherence to methodologies.
  • Develop comprehensive project plans, including timelines, resource allocation, and key milestones.
• Team Management and Mentorship:
  • Lead and mentor a team of Implementation Managers, providing ongoing guidance and support to enhance team performance.
  • Shadow each offshore IM regularly by following email threads, Slack channels, and customer calls, providing actionable feedback on strengths and areas for improvement.
• Progress Monitoring and Support:
  • Conduct weekly check-ins (account reviews) with each IM to assess project progress, identify risk areas, flag blockers, and provide support.
  • Ensure IMs effectively share progress updates on implementation projects, including completed tasks, upcoming work, account health, and potential risks.
  • Function as the escalation point for IMs, working with internal teams to mitigate risks and resolve challenges.
• Quality Assurance:
  • Conduct regular quality audits and reviews to ensure compliance with established standards and continuous improvement.
  • Monitor team collaboration and maximize knowledge sharing through daily stand-ups and clarifying queries to identify key trends or areas for improvement.
• Training and Development:
  • Conduct comprehensive training needs assessments to identify skills or knowledge gaps within the team.
  • Collaborate with leads and managers in business units to determine training priorities.
  • Develop and deliver effective training programs for internal teams, ensuring training sessions are interactive, engaging, and relevant to participants roles.
  • Create training materials and conduct in-person and virtual training sessions.
  • Assess training needs and measure training effectiveness, providing insights for continuous improvement.
  • Manage end-to-end new hire training for new associates, sharing batch reports and regular updates on training progress with stakeholders.
  • Manage knowledge interventions, including refresher training sessions and administering process knowledge tests.
  • Facilitate Performance Improvement Plan (PIP) trainings for associates identified as having performance issues.
  • Utilize diverse training methods, such as role-playing, simulations, and group activities, to enhance learning outcomes.
• Reporting and Communication:
  • Provide weekly reports detailing case closures, active cases, and projections for new case assignments.
  • Monitor capacity and efficiency to advise on case assignments and track long-running implementations, ensuring action plans are updated.
• Data and Dashboard Utilization:
  • Connect insights using available data and dashboards to identify concerning trends, support needs, and opportunities for feedback and action planning.
  • Track long-running implementations and ensure action plans are sound and updated every two weeks.
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Keyskills :
saasimplementationpeople management