Customer Implementation Manager

OVERALL ROLE PURPOSE

The Customer Implementation Manager is responsible for managing the implementation of New Business Clients (Corporate & Public Sector), New Products and Services and Business Changes into the Customer Services & Quality Division.

This individual will work closely with the Customer Service & Quality Managers and Training Managers to efficiently manage the Implementation process and ensure standard, scalable processes are adhered to. Continuous Improvement methodology should be used to identify opportunities for improvements and efficiencies that can be rolled out to existing business as well as new business.

The role will also incorporate ownership and management of the Knowledge Management system.  This is essential to ensure that CS&Q Executives are able to follow CS&Q processes and ownership thereof will ensure that any improvements may be effectively communicated and managed across the CS&Q Division. 

 KEY ACCOUNTABILITIES

SKILLS AND BEHAVIOURS

Role Specific

• Identify, develop and implement process improvements aligned to customer implementations
• Ensure the business process architecture is accurately maintained and that all changes are made in accordance with established process governance
• Maintain ownership and control of the Knowledge Management System ensuring information is up to date, accurate and useful
• Work with New Business, Implementation, CS&Q and other key stakeholders during client implementations to agree proposition and reduce requirement for client bespoke solutions
• Responsible for documenting all A-Z & Process Guides, Business Controls and Back Office Requirements. Delivering briefings and handovers to the service teams within the agreed deadlines.
• Reduction in process complexity and process variation across brands and client accounts
• Highlighting any training requirements for the CS&Q team with the relevant Training Manager
• Ensuring that new processes are compliant with regulatory requirements
• Support the Implementation team with Implementation projects and/or tasks during high volume periods
• Any other ad hoc tasks required within the Implementation team to support the business objectives and targets

Relationship Management

• Build relationships and develop the trust of CS&Q colleagues and other teams in the broader UK business
• Ensure all key stakeholders are regularly updated and informed of the Implementation pipeline and activity.

Key performance measures (including Service Level Agreements - ‘SLAs’)

• Ensuring all New Business is implemented to the agreed deadlines.
• Utilising continuous improvement methodology for each Implementation
• Maintaining and improving the process documents and standard operating procedures in line with agreed standards.

Job Family: Professional/Technical Specialist (T. Grade 4)

Demonstrating the LeasePlan Service Style (Level D)

Recognise customer & colleague needs and provide a consistently high level of service that exceeds all expectations.

Business Awareness (Level C)

Identify how to expand business activities; looking for opportunities.  Also to define the business direction for a client business or client group, internally/externally.

Making Decisions (Level C)

Investigate and analyse issues objectively and make sound decisions that maximise opportunities for the business.

Building Relationships (Level C)

Develop and build productive working relationships internally and externally to deliver value for customers and for the business.

Communicating Effectively (Level C)

Convey messages in a confident and engaging way; listen and share information to create openness and joint understanding.

Driving for Results (Level C)

Own issues; be energetic and resilient and take action to make things happen through to their absolute completion.

Quality Detail/Delivery (Level D)

Focus on agreed standards, work with accuracy and precision and be diligent in following through to ensure that quality outcomes are delivered.

Independent Challenge (Level D)

Understand a problem or challenge and apply strength of thinking to question pre-conceptions and ideas of others for the overall benefit of the business.

.

Delivering Great Service

• Maintain a high level of service focus, ensuring company Plan Service Style is adopted and supported at all times.
• Continually strive for improvement following company improvement processes
• Keep abreast of market conditions, legislation and specific industry and organisational changes.

Quality Detail/Delivery (Level D)

Focus on agreed standards, work with accuracy and precision and be diligent in following through to ensure that quality outcomes are delivered.

Independent Challenge (Level D)

Understand a problem or challenge and apply strength of thinking to question pre-conceptions and ideas of others for the overall benefit of the business.

REQUIRED KNOWLEDGE & EXPERIENCE

REQUIRED QUALIFICATIONS

• Good working knowledge of Lean Six Sigma processes (ideally to ‘Green Belt’ level)
• Builds strong relationships with teams across and outside of CS&Q

• Decisive and empowered to make decisions
• Understanding of customer needs and issues and their root causes
• Workshop and meeting facilitation
• Ability to communicate at all levels
• Industry and leasing experience desirable

• Minimum grade A-C GCSE English and Maths or equivalent