The Implementation Manager plays a critical role in leading and overseeing end-to-end client implementation projects at Lean Solutions Group (LSG). This includes managing process migration, technology deployment, and knowledge transfer while ensuring a seamless transition from implementation to operations. The role requires exceptional leadership, communication, and organizational skills to build strong client partnerships, manage expectations, and deliver successful outcomes within established timelines and budgets.
KEY RESPONSIBILITIES
Client Engagement & Implementation Oversight
- Serve as the primary point of contact for clients throughout the implementation process.
- Lead and manage end-to-end client transitions covering process migration, technology deployment, and knowledge transfer.
- Conduct orientation and implementation calls with new clients to ensure alignment on goals and deliverables.
- Oversee interviews and Profile Fit Interviews (PFIs), including for VIP or high-priority accounts.
- Ensure timely follow-ups through recap emails, documentation, and action tracking.
- Provide on-site support during client visits and facilitate client-facing workshops or trainings.
Project Management & Governance
- Develop detailed project plans, timelines, budgets, and risk management strategies to ensure smooth execution.
- Monitor deadlines, deliverables, and compliance with both internal and client standards.
- Identify risks or issues and implement mitigation plans to prevent delays or cost overruns.
- Maintain accurate and up-to-date reports on implementation progress, KPIs, and performance metrics.
- Support the Director of Implementations in preparing periodic reports and strategic insights.
Cross-Functional Leadership
- Collaborate with Operations, IT, HR, Finance, and Training teams to ensure effective coordination of all implementation activities.
- Provide guidance to assistant managers and administrative staff for role requests and task execution.
- Supervise training sessions, quality facilitators, and governance frameworks to maintain project consistency and excellence.
- Promote continuous improvement initiatives using methodologies such as Lean Six Sigma to enhance efficiency and quality.
Change Management & Continuous Improvement
- Drive organizational readiness for process transitions, ensuring smooth adoption of new systems and tools.
- Conduct post-implementation evaluations and lessons-learned sessions to improve future projects.
- Train, coach, and mentor new implementation team members to build operational excellence within the department.
QUALIFICATIONS & SKILLS
Education:
- Bachelor's degree in business administration, Information Technology, Logistics, Project Management, or a related field.
- A Master's degree or ongoing university studies in a relevant discipline is an advantage.
Experience:
- Minimum of 58 years of experience in BPO transition, migration, or implementation management.
- Proven experience in project management, client engagement, and cross-functional leadership.
Certifications (preferred but not required):
- PMP (Project Management Professional)
- Lean Six Sigma Black Belt
- ITIL Foundation or higher
- Prosci or equivalent Change Management certification
Technical & Professional Skills:
- Strong expertise in project planning, governance, and risk management.
- Excellent written and verbal communication skills; capable of engaging with C-level executives and internal teams.
- Strong analytical, problem-solving, and decision-making abilities.
- Proficiency in tools such as HubSpot and the LSG Operations Portal.
- Ability to manage multiple priorities in a fast-paced, dynamic BPO environment.
Key Competencies
- Client & Stakeholder Management Builds trust and maintains effective relationships with clients, vendors, and internal teams.
- Cross-Functional Leadership Leads diverse teams across departments to achieve aligned objectives.
- Change Management Expertise Drives adoption of new systems and processes effectively.
- Strategic & Operational Mindset Balances project execution with long-term client success.
- Resilience & Agility Adapts to change and handles challenges with a solution-oriented approach.
