Manager - Business Support - Project Manager

Title: Expert - Project Manager IMPAT (Business Support)

Location: GSC BOG

The Country Customer Implementation Manager is a critical role responsible for the successful onboarding and integration of new and existing customers.

Ensuring we meet and exceed our customer promise and position ourselves as the provider of choice. 

Acting as the primary process expert for customer implementations, received from multiple sources, ensuring a seamless transition, optimizing operational efficiencies, and delivering exceptional customer satisfaction from the initial sales handover through to post-implementation stabilization.

Differentiator


* Manages complex and critical customer implementations, often involving multiple modal or unique non-standard requirements.



* Lead complex customer implementation projects at a local level


* Manage strategic local customer implementations


* Support complex global customer implementation projects

Product knowledge – a sound understanding of operations, applications, systems and the DGF DSS

Ability to identify, troubleshoot and drive processes improvements, leveraging lesson learnt from past implementations

Mentoring of guiding less experienced team members

Coaching of smaller countries in the implementation process.

Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience.

Key Responsibilities:


*
+ Executes projects according to DGF DEPICT (Define, Plan, Implement, Control, and Transition) internal procedures and the standard methodology.
+ Define detailed local implementation plans for complex and strategic projects, considering country-specific nuances and regulations.
+ Manage individual project tasks and deliverables within the overall implementation plan
+ Validate and ensure that all customer needs and requirements are fully understood, can be met, and are achievable
+ Ensure that the implementation tasks and milestones defined within the project methodology are adhered to and delivered on time
+ Proactively identifies and resolves complex issues, often involving cross-functional collaboration.
+ Manages risks for complex projects, develops mitigation plans, and escalates critical risks.
+ Organize and lead implementation Hypercare activities (customer and internal).


* Maintain regular and clear communication with customers and internal stakeholders on project progress, challenges, and next steps.


* Conduct local post-implementation reviews to assess effectiveness, identify areas for improvement, and ensure customer satisfaction.


* Contribute to the continuous improvement of implementation methodologies, tools, and documentation.


* Share best practices and lessons learned with the broader implementation team.

Management Responsibility


* Individual contributor – ability to work independ...