Manager, Implementations

The Manager, Implementations will be responsible for leading a team of Implementation Managers to provide best-in-class client onboarding and change experience. The manager will focus on continuous improvement of processes, consistency, and efficiency across new account implementations, data processor conversions, mergers, and account cancelations, to ensure timelines and deliverables are met. The manager is responsible for the day-to-day interactions between the implementation team and sales, operations, and cross-functional ETG team.

Job Duties and Responsibilities:

Personnel Management (25%):

• Performance manage implementation team to defined KPI’s,
• Develop critical skills in direct and indirect reports, such as communication, planning, and implementation ownership,
• Facilitate team meetings while assisting in department and division initiatives to ensure staff motivation, engagement, and continuous education,
• Lead team in fulfillment and delivery of strategy defined by Business Technology-Implementations leadership,
• Make decisions, in collaboration with Business Technology-Implementations leadership, regarding hiring, firing, promotion, performance, and rewards decisions for direct reports.

Cross-Departmental Collaboration (25%):

• Facilitate creation and maintenance of documentation outlining implementation processes for the purpose of sales representatives educating prospective clients on the onboarding process; varying by product.
• Collaborate with Allied department leaders to ensure seamless and collaborative servicing, both throughout the implementation lifecycle and post deployment,
• Partner with technology and business leaders to ensure implementation managers have appropriate knowledge of other Allied employee’s involvement in implementing new clients in order to represent those areas in answering client questions
• Collaborate with the Business Technology-Implementations leadership, on the onboarding of new products, markets, improvements, and impactful compliance changes,
• Foster and maintain strong relationships with key business and technology partners to develop trust and credibility for the leadership of the implementation team.

Implementation Process Management (25%):

• Oversee creation of knowledgebase to support all aspects of technical implementation,
• Collect and analyze data, recommending changes to meet service level requirements,
• Resolve critical blockers to successful implementation completion,
• Balance departmental workload by managing the allocation of implementation assignments to provide the most optimal support to Clients, Sales, ETG, and Operations,
• Walk alongside staff to handle client/project escalations, equipping implementation managers with skills to effectively navigate difficult situations,
• Ensure predictable, consistent, and successful implementation delivery,
• Proactively identify off-track clients, escalating or resolving appropriately. Additional steps may include engaging RVP’s/CRRM’s, providing training to Implementation Managers, or working directly with clients.

Communication and Reporting (15%):

• Keep all stakeholders (internal & external) engaged in the project, aligned on expected outcomes, and informed about what is occurring throughout the implementation,
• Communicate proactively around the progress of all implementations on an ongoing basis, ensuring transparency throughout the lifecycle of each implementation.

Department Strategic Planning (10%):

• Demonstrate consistent leadership competencies which will result in a highly effective, cohesive, and credible team of Implementation Managers,
• Strategically think and plan one-to-three years out, focusing on best-in-class implementation processes, innovation, and aligning the team against Allied’s strategic focus.

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor’s Degree in Computer Science or a related field required.
• 5-7 years of directly related work experience required.
• 5+ years of leadership experience required.
• Training in ITIL change management, ITIL service management, or customer experience management required.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.