Manager, Client Implementation

Job Summary

As a Senior leader for IQ-EQ, you will need to master project and business management methodologies to ensure predictable and successful delivery of ongoing initiatives. You will need to have a vision for change, transformation, and continuous improvement. This role requires someone who is expressive and vocal in identifying and mitigating risks, directing the project and all stakeholders involved to successful delivery while maintaining good working relationships. A proactive team player who initiates improvements while adhering to the team’s standard methodology and governance processes is essential.

Trends show that we are pitching towards bigger and more complex deals across different products, segments, and locations. These deals require expertise that is not typical of the BAU onboarding process. There is no defined group-wide approach to managing transformational deals, and it is evident that deals of a certain size require project and solution management support to pitch effectively and provide clients/prospects with the comfort of IQ-EQ’s approach to large projects. This ensures we realize the revenue as soon as practicable.

Responsibilities (how we will measure success)

• Contribute to the strategic growth and operational development of the Firm by overseeing / managing a suite of projects/initiatives ongoing throughout the IQ-EQ Group.
• Adhere to the team’s standard methodology and governance processes, including the use of approved templates and checklists.
• Responsible for all aspects of Project/Business Management, including initiation, planning, design, execution, monitoring, and controlling, including change control and project closure – ensuring predictable and successful delivery.
• Organize and motivate project teams, directing the project and all stakeholders involved to successful delivery.
• Ensure effective and transparent communications, ensuring the flow of information to all stakeholders involved.
• Contribute to the continuous development and improvement of Change Delivery methodologies, templates, and checklists.
• As Project Manager working with the GCD Director, focus on leading the transition projects to onboard/transition large transformational deals into IQ-EQ.
• Ensure timely execution, communications, and stakeholder management to onboard large transformational deals within agreed timeframes.
• Ensure governance procedures are adhered to, working closely with functional leads within the Transition team.
• Actively engage in leading client transition meetings.
• Involved in commercial processes and client pitches for transformational deals on project approach.
• Upon securing a deal, lead client and sales discussions to align on scope and transition expectations.
• Ensure effective collaboration of all key stakeholders.

Tasks (what does the role do on a day-to-day basis)

• Define the scope of assigned projects in conjunction with the Project Sponsor.
• Devise the overall approach to delivering individual projects, making use of the internal methodology tailoring matrix.
• Prepare project documentation in collaboration with Subject Matter Experts, including Project Initiation Requests, Project Initiation Documentation, Product and Work Package Descriptions, End Stage reports, Stage Gate Readiness Assessment Documents, Test Strategy, Plans and Scripts, and Closure Reports.
• Determine objectives and measures that each project will be evaluated against upon completion and track ongoing progress. Prepare related benefits assessments.
• Select, lead, and motivate your project team both internally and externally, establishing a team culture within the assigned projects.
• Monitor overall progress and use of resources, initiating corrective action where necessary.
• Apply change control processes to control changes to the products, ensuring that changes are made only with the agreement of appropriate named authorities.
• Manage project risks, including the development of contingency plans.
• Report on project progress through highlight reports and end-stage assessments, including option papers and recommendations.
• Manage a range of stakeholders from junior to senior level across all locations.
• Manage and monitor project budgets to ensure delivery within the agreed budget.
• Adhere to internal project methodology and governance.
• Track all time spent on projects in NetSuite, ensuring that resource time is also captured and monitored.
• Plan communication and engagement.
• Maintain awareness of potential interdependencies with other projects and their impact.
• Liaise with various departments to ensure Service Transition is successful, including the training team in relation to training needs arising from projects and related solutions.
• Produce closure reports, evaluating successes and challenges to enhance learning for your next project – ensure capture of lessons on the team’s central lessons log.
• Responsible for all aspects of Project Management, including initiation, planning, design, execution, monitoring, and controlling, including change control and project closure – ensuring predictable and successful delivery.
• Determine objectives and measures that each client transition will be evaluated against upon completion and track ongoing progress.
• Ongoing communication and management of all project stakeholders, with a particular focus on client engagement, ensuring consistent, clear, and transparent updates and escalations.
• Contribute to a positive, engaged, and team culture within the Transition team.
• Prepare project documentation in collaboration with the Project Sponsor, Subject Matter Experts, and other relevant stakeholders, including Client transition plans, Weekly and monthly client and steerco updates, and Closure Reports.
• Work closely with project team members to ensure that scope is defined, requirements documented, tracked, and delivery schedules are on track.
• Apply change control processes as per PMO governance.
• Proactively manage project risks, including the development of contingency plans.
• Report on project progress through highlight reports and end-stage assessments, including option papers and recommendations.
• Liaise with Transition colleagues and other departments as needed to ensure Client Transition is successful.
• Produce closure reports, evaluating successes, challenges, and lessons learned to enhance learning for future transitions.

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Commercial.
• Positive.
• Professional.
• Taking Ownership & results focused.
• Resilience.
• Positivity.
• Proactivity & Drive.