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.
#LI-VS5
De Cognizant Community
We zijn een team dat elkaar helpt om doelen te bereiken op het hoogste niveau. Zonder ons team zouden we niet in staat zijn om de huidige energieke, samenwerkende en inclusieve werkomgeving te behouden. Een omgeving gericht om iedereen te laten slagen.
- Cognizant is een globale community van 300.000+ collega’s
- We dromen niet alleen van een betere wereld, wij helpen het te maken
- We zorgen voor onze mensen, de klanten, het bedrijf, de community en het klimaat door te doen wat goed is
- We zetten in op een innovatieve omgeving waar je zelf kan bouwen aan een carriere pad dat bij jou past.
Over ons
Cognizant is een van ‘s wereldstoonaangevende professionele dienstverleningsbedrijven, die de bedrijfs-, operationele en technologiemodellen van klanten transformeert voor het digitale tijdperk. Onze unieke, op de industrie gebaseerde, consultatieve benadering helpt klanten bij het visualiseren, bouwen en beheren van innovatievere en efficiëntere bedrijven. Met het hoofdkantoor in de VS is Cognizant (een lid van de NASDAQ-100 en een van Forbes’ beste werkgevers ter wereld in 2024) consequent vermeld als een van de meest bewonderde bedrijven ter wereld. Leer hoe Cognizant klanten helpt digitaal te leiden op www.cognizant.com.
Cognizant is een werkgever die gelijke kansen biedt. Uw sollicitatie en kandidatuur worden niet in overweging genomen op basis van ras, huidskleur, geslacht, religie, geloofsovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enig ander kenmerk dat beschermd wordt door federale, staats- of lokale wetgeving.
Mocht je een handicap hebben en hulp nodig hebben bij het zoeken naar een baan of het solliciteren op een baan, stuur een mail naar [email protected]. We zullen je verder helpen.
Disclaimer:
De informatie omtrent compensatie is accuraat ten tijde van deze posting. Cognizant heeft het recht om deze informatie aan te passen. Met lokale wetgeving in achtneming.