Implementation Team Lead

Highlights

Country

Remote

Employment

full-time

Salary

Salary Will be discuss later

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Supervises a team of consultants and manages the BPO and Implementation team.  Supports key accounts and acts as the escalation focal point for the internal and external stakeholders, including the clients, during the implementation of Mercans’ services. 

This role is responsible for the operational aspects of the global payroll and SaaS implementations. The Team Lead is responsible for ensuring high efficiency in their team members job on collecting, analyzing, and documenting the client’s business requirements in accordance with Mercans’ processes and requirements. The Implementation Team Lead is responsible for effective use of organizational documentation and process by their teams and ensuring quality output

This role is responsible for ensuring their team is delivering the required operational training to the clients and ensuring that the operational Hypercare exit criteria are met for the transition of the services to the Business As Usual (BAU) phase.

The Team Lead is responsible for managing the stakeholder communications and escalations related to the operational activities during the implementations, including Hypercare, in collaboration with the assigned Implementation Project and Program Managers (PM).

Duties and responsibilities

• Team Management: Manages/Supervises the team of BPO consultants and supports them in their day-to-day activities. Monitors the workload of the department/team and assigns accounts to the consultants.Supports the management in identifying consultants with high-performance potential, as well as consultants who are underperforming. Conducts Annual performance reviews for the consultants and provides them timely constructive feedback.
• Organizational Goals & Alignment: Make recommendations to management to improve the efficiency and quality of service delivery. Provides and/or organizes internal training sessions for the consultants to improve their qualifications and skills. Answers consultants’ procedural questions by researching and interpreting SOPs and statutory regulations.
• Customer Centric Approach: Maintains customer confidence and protects operations by keeping information confidential. Ensures that all service delivery issues and customization requirements are addressed during the implementation and that any errors or issues uncovered during the test payroll run(s) are investigated thoroughly and addressed properly.
• Is the escalation point of contact for issues in regards to the work done by Implementation Consultants
• Streamlining & Automation of Processes: Ensures all the implementation consultants are following the process documented on Monday board and are following a standard and streamlined approach .Prepares periodic reports to the management with respect to the operational and managerial issues encountered and identifies issues that require management actions. Automate the manual processes and aim for 0 manual interventions.
• Target Driven: Ensures the targets of the team are achieved as per organizational goals. Schedule Monthly reviews with Implementation Director and track the sales pipeline vs Targets set for Implementation Teams and ensure Implementation Consultants have the right targets set based on the sales pipeline.
• Training & Development: Align with Training & Development team and schedule required trainings for the Implementation Consultants from both process and product perspective.

Skills and qualifications:

• Minimum 7+ years of experience with global payroll implementations.
• Undergraduate degree in Business, Accounting, or Human Resources Administration.
• Masters’ degree; e.g. MBA, M.Sc., etc.
• Minimum of 5 years of payroll implementation or payroll operations or BPO or professional services experience with a global accounting or outsourcing services provider.
• At least 5 years of experience in the EU region in the payroll outsourcing industry. 
• At least 3 years of experience with the implementation of global payroll outsourcing projects. 

SMART Performance Goals

• Complete at least 40 implementation projects or take at least 4,000 employee payrolls live in the next 12 months
• Ensure that at least 90% of all implementation projects over the next 12 months are completed by their initial target go-live dates
• Propose at least 3 process improvement or system automation ideas to the line manager in the next 12 months.
• Minimum of 2 Successful New Country Implementation clients by the team in a year. 3 countries will be rated as 4 in the cross country implementation matrix and anything beyond 4 and above will be rated as 5.
• Manage 5-6 Implementation Consultants, assign Implementation Consultants goals to them and ensure timely review of the goals and their achievements, and provide Monthly review for each Implementation Consultant to the Implementation Director