|
JOB HOLDER:
|
reporting to: Head of new business
|
|
|
|
|
|
Job summary
|
|
The Customer Onboarding Manager is responsible for the delivery of projects to onboard new business and customer contract renewals. This requires undertaking the planning, implementation, and tracking of the onboardings through to satisfactory completion in the eyes of our customer and our business.
They must ensure that the project is completed on time, that the objectives are met and that every member of the project team both internally and externally are delivering to the agreed specification and timescales.
Manage the project using the most efficient resources available whilst satisfying the different interests involved throughout the project lifecycle. To identify and monitor all project risks and issues, invoking the mitigating action.
Work closely with all those that will be impacted by the project deliverables across all departments, ensuring buy-in, commitment and passion for the project objectives, creating an atmosphere for fostering initiative, ownership and innovation
|
|
- Lead the project team to prioritise project deliverables, based on analysis of strategic importance, tasks outstanding, obstacles or barriers, resources available and deadlines
- Determine project roles of team members based on project requirements, timeframes and budget (if relevant), involving all team members as appropriate to gain acceptance of decisions and approaches
- Assemble project teams according to project needs and establish a team culture that allows the teams to achieve objectives
- Build and maintain professional relationships with suppliers, clients and external contractors in addition to internal resources, ensuring a cohesive approach
- Champion the project methodology framework seeking new opportunities to improve the way we manage projects
- Ensure that key stakeholders including the project team, customer, external suppliers and management are appraised of project activities in a timely manner
- Work directly with customers, or in union with account management and/or team leads, to secure sign off on deliverables and/or documentation
- Define the scope of the project in collaboration with Senior Management and determine the objectives and measures upon which the project will be evaluated at its completion
- Manage and explain the implications of changes to project scope and/or objectives to the customer and to the project team
- Create an environment and culture where the project team are encouraged to think creatively and challenge the status go and where the project team members buy into the concept and objectives of the project
- Identify the project success criteria and measure the post implementation review against the criteria ensuring all internal and customer expectations has been met
- Communicate effectively with customers to identify their needs and evaluate alternative business solutions, if necessary, whilst documenting these clearly throughout the project to identify and set client expectations
- Own the customer relationship from a project management aspect to ensure customers achieve an understanding of expectations, deliverables, dependencies, risks and project plan progress
- When appropriate, work directly with customers, or in union with account management and/or team leads, to secure sign off on deliverables and/or documentation
- Take lessons learn from post onboarding reviews to continuously improve the project management framework, ensuring client acceptance of the final product
- Create and/or participate in the creation all project documentation including the project plan, which must be followed and updated as necessary to ensure the successful completion of the project
- Responsible for formal sign off on all project deliverables; including the co-ordination of input and involvement for the project team and customer
- Create contingency plans with the appropriate input from key project members and implement a revised project schedule and scope in a timely manner
- Produce regular project status reports to communicate progress, risks, expectations, timelines, milestones and other key project metrics as required to clients, key stakeholders and team members
|
|