Careers At HGS

Senior Implementation Manager, BPO

Job Code : HGS/1089

Job Description

The Senior Manager of Implementation?s overall responsibility is to ensure successful program implementation for new and existing project plans that meet the objectives of the program, including but not limited to the on boarding of new programs and downsizing old programs. This will include the coordination of several departments both internally and externally with the client to ensure client expectations are met.

Principal Duties and Responsibilities:


1) When leading new client or other projects, establishes and maintains the project plan.

        Documents requirements for program

        Assists in coordination of project team consisting of HGS departments, client personnel, and 3rd party partners to ensure projects progress on schedule.

        Follows and educates peers on the formal transition methodology and customize as needed.

        Identify and escalate factors that could negatively impact the successful completion of a project.

        Maintain formal project change control.

        Document and distribute meeting minutes and action items.


2) Communicate project details as appropriate

        Review status reports prepared by project personnel

        Prepare and distribute regular status reports to the project team and client

        Communicate proactively the factors which are, or could, negatively impact the successful completion of a project.


3) Transition program management to steady state Client Services and Operations personnel.

        Prepare documentation

        Train account team on program specific management tasks.

        Follow through to ensure project is completed on time, on budget, and to client satisfaction.


4) Lead special internal projects as assigned by Director, Implementation.


 Minimum jOB Requirements: (Education, Experience, Skills)

  • Bachelor?s degree in business administration or related field or equivalent experience preferred
  • Minimum 3- 5 years? experience with account management, project management,  contact center operations, healthcare customer service, or related field preferred.
  • Strong verbal and written communication skills with varying levels of management and staff, both internal and external
  • Proven leadership and team building skills
  • Strong organizational and problem solving skills
  • Proven ability to manage multiple tasks in parallel
  • Proficient in MS Word, Excel, PowerPoint, Project and Visio
  • Willingness to travel

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