Regional Implementation Manager - Digital Customer Service Platforms

Position purpose

To oversee the deployment and integration of Digital Customer Service Platform(s) within the specified region (North America) ensuring alignment with regional strategies and the overarching group strategy. This role focuses on driving process change, managing change management activities, and ensuring regional business requirements are represented in the global build.

Scope

• Regional oversight and execution of digital platform projects and customer experience initiatives.
• Coordination between regional and global teams to align on strategic priorities.
• Comprehensive management of change, risk, stakeholder engagement, and compliance within the region.

Measures

• Strategic Implementation: Successful execution of regional strategic vision and accurate representation of regional requirements in the global build.
• Change Management: Effective development and execution of change management plans, stakeholder engagement, and smooth transitions.
• Project Management: Timely delivery of projects, adherence to project plans, risk identification and mitigation, and cross-functional collaboration.
• Stakeholder Engagement: Strong relationships with stakeholders, regular updates, and effective communication of regional strategies.
• Customer Feedback: Incorporation of customer feedback into platform features and functionalities.
• Regulatory Compliance: Ensuring platform compliance with regional regulatory requirements and data privacy laws.
• Training and Support: Comprehensive training and support provided to regional teams and end-users.

Major/Key Accountabilities

• Strategic Implementation: Execute regional vision, represent regional requirements, and drive process changes.
• Change Management: Develop and execute change management plans, engage stakeholders, and conduct impact assessments.
• Regional Alignment and Consensus Building: Act as liaison, facilitate consensus, and incorporate feedback.
• Strategic Alignment: Align regional strategies with enterprise goals and support global platform capabilities.
• Project Management: Oversee regional implementations, monitor progress, and collaborate with teams.
• Stakeholder Engagement and Coordination: Build relationships, provide updates, and coordinate regional strategies.
• Analytical Support and Insights: Provide analytical support, analyze data, and utilize best practices.
• Cultural Sensitivity and Regional Variations: Tailor strategies to fit local customs and regulations.
• Risk Management and Contingency Planning: Identify risks, develop contingency plans, and ensure continuity.
• Customer Feedback and Engagement: Gather and analyze feedback, ensuring customer needs are met.
• Regulatory Compliance and Data Privacy: Ensure compliance with regional regulations and data privacy laws.
• Training and Support: Provide training, develop materials, and conduct workshops.

Challenges/Problem Solving

• Change Management: Gaining stakeholder buy-in and managing smooth transitions.
• Consensus Building: Facilitating alignment on priorities and requirements across regional teams.
• Risk Management: Identifying and mitigating risks during implementation.
• Cultural Sensitivity: Tailoring strategies to local customs, regulations, and market conditions.
• Customer Engagement: Incorporating customer feedback and ensuring platform meets their needs.

Authority/Decision Making

• Strategic Decisions: Execution of regional strategic vision and alignment with enterprise goals.
• Project Oversight: Authority to manage project plans, timelines, and resources.
• Stakeholder Engagement: Authority to engage and build relationships with regional and global stakeholders.
• Change Management: Decision-making in developing and executing change management plans.

Key Contacts

Internal:

• Regional Lead of Customer Experience: Direct reporting line for regional strategy and implementation updates.
• Global Customer Facing Platforms Team: Dotted line for global alignment and integration.
• Regional Stakeholders: Engagement for buy-in and feedback.
• Cross-functional Teams: Collaboration for seamless integration and operational readiness.
• Legal and Compliance Teams: Ensuring regulatory compliance and addressing legal issues.

External:

• External Best Practise Expertise (forums, associations and communities of practise)

Qualifications

Essential:

• Bachelor’s Degree in Business Administration, International Business, Marketing, or other related field.
• Project Management / Program Management

Desirable:

• Change Management certification or equivalent.

Experience

• Proven Implementation Management: Demonstrated experience in managing the implementation of digital customer service platforms or similar environments.
• Project Delivery: History of delivering projects on time and within scope.
• Change Management: Experience with change management principles and practices, ensuring smooth transitions and stakeholder buy-in.
• Stakeholder Engagement: Exceptional interpersonal and communication skills, with the ability to build consensus and influence stakeholders at all levels.
• Problem-Solving: Strong problem-solving abilities and a proactive approach to identifying and addressing challenges.
• Dynamic Environment Management: Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Cultural Sensitivity: Awareness and adaptability to regional variations in business practices and customer expectations, tailoring strategies to fit local customs and regulations.
• Regulatory Compliance: Basic understanding of regulatory compliance and data privacy laws relevant to the region.
• Travel Willingness: Willingness to travel within the region as required to support regional implementations.

Skills and Knowledge

• Excellent Project Management Skills: Ability to develop, drive, and oversee plans from concept through to delivery.
• Exceptional Interpersonal and Communication Abilities: Proficiency in engaging, influencing, and building relationships with diverse stakeholders across different levels and cultures.
• Strong Problem-Solving Skills and Proactive Approach: Aptitude for identifying and addressing challenges promptly and effectively.
• Ability to Manage Multiple Priorities in a Dynamic Environment: Competence in balancing various tasks and responsibilities simultaneously.
• Understanding of Regulatory Compliance and Data Privacy Laws: Knowledge of legal requirements and best practices related to data privacy and regulatory standards.
• Cultural Sensitivity and Ability to Tailor Strategies to Local Customs and Regulations: Awareness of and adaptability to regional variations in business practices and customer expectations.
• Energetic & Dynamic: A natural self-starter who can drive customer initiatives and deliver change-and-engage activities.
• Influencing & Engaging: Ability to take people on a journey to improve customer experience, managing conflict and compromise to reach practical solutions.
• Passion for the Customer: Ensuring customer-centric decisions and actions are prioritized.
• Forward-Thinking: Capability to identify improvements and visualize innovative ways of working.
• Delivery Focused: Strong orientation towards achieving results and ensuring successful project outcomes.

Languages

Essential: English

Desirable: Proficiency in the primary language(s) relevant to the region

Base pay starting at $120,000.00/annual

Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.

Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.