Job Title: Lead Implementation Manager
Overview: The Lead Implementation Manager will oversee a team of Implementation Managers (IMs) dedicated to successfully implementing client’s 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:
o Manage and oversee the end-to-end implementation process, ensuring alignment with client objectives and adherence to methodologies.
o Develop comprehensive project plans, including timelines, resource allocation, and key milestones.
· Team Management and Mentorship:
o Lead and mentor a team of Implementation Managers, providing ongoing guidance and support to enhance team performance.
o 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:
o Conduct weekly check-ins (account reviews) with each IM to assess project progress, identify risk areas, flag blockers, and provide support.
o Ensure IMs effectively share progress updates on implementation projects, including completed tasks, upcoming work, account health, and potential risks.
o Function as the escalation point for IMs, working with internal teams to mitigate risks and resolve challenges.
· Quality Assurance:
o Conduct regular quality audits and reviews to ensure compliance with established standards and continuous improvement.
o 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:
o Conduct comprehensive training needs assessments to identify skills or knowledge gaps within the team.
o Collaborate with leads and managers in business units to determine training priorities.
o Develop and deliver effective training programs for internal teams, ensuring training sessions are interactive, engaging, and relevant to participants' roles.
o Create training materials and conduct in-person and virtual training sessions.
o Assess training needs and measure training effectiveness, providing insights for continuous improvement.
o Manage end-to-end new hire training for new associates, sharing batch reports and regular updates on training progress with stakeholders.
o Manage knowledge interventions, including refresher training sessions and administering process knowledge tests.
o Facilitate Performance Improvement Plan (PIP) trainings for associates identified as having performance issues.’
o Utilize diverse training methods, such as role-playing, simulations, and group activities, to enhance learning outcomes.
· Reporting and Communication:
o Provide weekly reports detailing case closures, active cases, and projections for new case assignments.
o Monitor capacity and efficiency to advise on case assignments and track long-running implementations, ensuring action plans are updated.
· Continuous Improvement:
o Identify risks to help unblock IMs and provide guidance on necessary actions.
o Question situations that appear off, such as discrepancies in utilization rates or prolonged project phases and dig into underlying issues.
o Provide feedback for individual performance and process adjustments to enhance efficiency and teamwork.
o Celebrate wins by recognizing individual and team accomplishments to boost morale and maintain momentum.
· Data and Dashboard Utilization:
o Connect insights using available data and dashboards to identify concerning trends, support needs, and opportunities for feedback and action planning.
o Track long-running implementations and ensure action plans are sound and updated every two weeks.
Experience:
· 7+ years of project management experience, preferably in SaaS product implementation.
· Proven track record of managing complex implementation projects and leading high-performing teams.
Skills Required:
· Soft Skills:
o C1 level language proficiency on the CEFR Scale, excellent presentation, problem-solving, and communication skills.
o Strong people skills with the ability to manage diverse teams and resolve conflicts effectively.
· Technical Skills:
o Proficient in project management tools (e.g., Smartsheet, Jira, Trello) and CRM platforms (e.g., Salesforce).
- Familiarity with SQL for data extraction and reporting; knowledge of data visualization tools (e.g., Tableau, Power BI) is a plus.
- Understanding of the advertising technology ecosystem, including campaign management, SSP/DSP, and ad servers.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma) to enhance operational efficiency.
· Project Management:
o Knowledge of quality tools (Six Sigma-Green Belt, PMP/Prince-2) and familiarity with project management methodologies.
Education:
· Any graduation.
Working Hours:
· Mon to Fri: 6:30 PM IST to 3:30 AM IST (subject to change based on US Day-light saving) - Work from Office - Mandatory
Location:
· Hyderabad.
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Ce que nous offrons
- La possibilité d’avoir une carrière avec un impact. Ici, vous avez la possibilité de partager vos idées transformatrices pour aider notre entreprise et nos clients à améliorer le quotidien de tous.
- Prenez votre carrière en main grâce à notre écosystème d'apprentissage et de développement. Et lorsque vos ambitions changent ou que nous vous offrons de nouvelles occasions, nous vous aidons à pivoter en vous proposant des formations et des conseils pour trouver des postes qui pourraient mieux vous convenir.
- L’occasion de s'épanouir au sein d’une communauté diversifiée. Nous célébrons les expériences et perspectives d’autrui et encourageons un sentiment d'appartenance à travers nos groupes d'affinité et nos initiatives en matière de diversité et d'inclusion.
- Rémunération compétitive qui comprend un salaire concurrentiel et une pension avec des contributions équivalentes.
- Des prestations de soins de santé et financières flexibles pour vous soutenir, ainsi que vos personnes à charge admissibles, dès le premier jour au travail.
- Une vraie conciliation travail-vie personnelle. Nous offrons des vacances, des modalités de travail flexibles, des occasions de bénévolat, des événements sociaux et bien d’autres afin que vous puissiez être au mieux.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
Bien que notre système vous permette de postuler dans n'importe quelle langue, les langues requises pour ce poste et le niveau de compétence varient. Une connaissance de base de l'anglais est nécessaire pour les communications internes à l'échelle de l'entreprise.
À propos de nous
Cognizant est l’un des leaders mondiaux des services professionnels. Nous transformons les modèles commerciaux, opérationnels et technologiques de nos clients pour les adapter à l’ère numérique. Notre approche consultative, basée sur une connaissance sectorielle, aide nos clients à concevoir, développer et gérer des entreprises plus innovantes et plus efficaces. Basée aux États-Unis, Cognizant (membre du NASDAQ-100 et l’un des meilleurs employeurs du monde en 2024 selon Forbes) figure régulièrement parmi les entreprises les plus admirées au monde. Découvrez comment Cognizant aide ses clients à garder une longueur d’avance grâce au numérique sur le site www.cognizant.com.