Senior Manager – Implementations

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take charge of the implementation and stabilization process from beginning to end, ensuring a smooth execution and positive experience for every assigned client.

• Responsible for the overall success of each launch, which includes internal team survey responses regarding your performance and the clients' Net Promoter Score (NPS) feedback on their implementation experience.

• Conduct in-depth information-gathering sessions to collect client program requirements, validating workflows and processes for incoming opportunities.

• Simultaneously manage client and project team expectations to ensure a seamless onboarding experience.

• Oversee daily client communication throughout each implementation, hosting clients and maintaining high levels of client satisfaction and confidence in Teleperformance.

• Develop, manage, and monitor project documentation, including but not limited to project schedules, detailed project plans, project scope statements, resource plans, risk and issues logs, and status reports.

• Collaborate and communicate with both internal and external customers regarding project deliverables, managing expectations, and interfacing with sponsors.

• Provide management with recommendations concerning schedules, prioritization, and resource allocation based on team input.

• Deliver consistent project plan/status reports for account managers, clients, and management use.

• Support all business development initiatives timely, including creating project plans for RFPs and RFQs, and presenting plans during sales visits.

⛳️ Requirements

• A minimum of 5 years of experience in project management.

• At least 2 years of experience in an operations and/or account management role, directly liaising with client points-of-contact within a BPO in a similar capacity.

• Degree level education or equivalent.

• Understanding of both theoretical and practical elements of project management.

• Familiarity with project management techniques and tools.

• Direct experience in a project management role.

• Proven track record in people management, strategic planning, risk management, and change management.

• Proficient in using project management software.

• Achievement of a project management qualification is a distinct advantage.

• Competent in the use of Microsoft Project, Excel, PowerPoint, Zoom (or other webinar tools).

• Proficiency in written and spoken English.

🏝️ Benefits

• Flexible working hours.

• Travel required; must possess a valid passport.

• Opportunity to attend and lead presentations.