Implementation Manager

Primary purpose of the role:

Oversee the specific Implementation Team, managing staff, team processes and ensuring quality. To be a team process and systems SME.

Key responsibilities

• Management and development of staff assigned.
• Ensure projects are successfully delivered and no penalties are incurred.
• Deliver new client implementations on time, to budget and to quality standards.
• Support and develop team/staff to enable client service excellence and create innovate solutions.
• Own and promote best practice within the team and oversee/sign off process improvements.
• Deliver what we promise, reviewing and agreeing project plans for identification and mitigation of risks and issues.
• Support the Programme/Project Managers in steering projects to successful closure and influence approach for all project deliverables, ensure all projects are resourced appropriately, escalating where this is at risk.

Key tasks

• Review all project and Team documentation for quality standards and ensure process change is incorporated.
• Lead the team on process and delivery approach.
• Seek out efficiencies and mentor the team on best practice.
• Liaise with Programme/Project managers to facilitate project deadlines and timescales.
• Manage the specific Implementation Team and ensure all people management tasks are carried out as appropriate and that staff are developed, mentored and trained as required to fulfil their roles.

Skills, Knowledge and Experience

• Fully understand the client and be fully conversant with requirements within the contract and service, facilitating the ongoing development of the delivery approach.
• Collaborate with others to solve problems
• Delegate effectively
• Convey feedback constructively
• Seek opportunities to enhance the skills of others
• Keeps up to date with legislation and other policy changes that affect pensions, considers the impact to Implementation processes
• Has a detailed understanding and can explain the difference between DB, DC, CARE and Annuities, how they are administered and a full understanding of system & process implications.
• Data analysis for MI and analysis of scope and priority order.
• System analysis of previous providers processes and data.
• Able to explain complex matters e.g. Pensions terms and processes in a simple manner.
• Understands Client's Pension & Benefits product(s)/ service(s) available
• Use of case studies/experience to articulate solution and associated processes
• Document requirements and specifications
• Analyses content and can select the pertinent points for the task
• Can evidence experience of problem-solving skills including examples of difficult clients, preventing delays/overrunning tasks and revising solutions
• Experience of handling sensitive client data and can clearly articulate the controls and governance that should be used when working with sensitive client data
• Can apply Client's Pensions Solutions and Client's Standards for data management