Head of Implementation & Customer Support

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in 10 countries in Europe and Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

KEY ACCOUNTABILITIES
  • Practice Management
  • Develop and execute the implementation & customer support strategy
  • Provide a framework for significant efficiency improvements
  • Drive a cost management culture
  • Responsible for all elements of the implementation practice including financial management, resource management, governance and quality controls, methods and tooling, standards and procedure
  • Responsible for all elements of customer support and services including reaching SLA targets and support KPIs and optimising the efficiency of the customer support team
  • Focus on creating the best possible experience when interacting with customer support; including voice quality, speed and regularity of response, giving the customer a sense of ownership and urgency around their queries
  • Ensure consistent high-quality service delivery is provided to all customers /clients
  • Track and monitor non-conformance costs
  • Manage relationships positively with all internal and external stakeholders & third-party suppliers

Team management

  • Lead high performing teams, guide and coach all direct reports
  • Ensure ongoing assessment of all teams, and identify training needs via structured development plans that comply with the agreed annual budgets, and that serve to increase growth and billability of all implementation personnel
  • Perform annual progress reviews of the team
  • Undertake recruitment campaigns as necessary
  • Manage contingent workforce in line with agreed strategy for tenure
  • Cross utilize your own team and in accordance with other international teams

Programme / Project management

  • Overall accountability for implementation projects and programmes in the corporate, mid and international markets
  • Ensure appropriate customer stakeholder management is in place for all customer projects and programmes and that governance controls are applied

Internal stakeholder management

  • Build strong relationship with the products team to ensure seamless implementations from design to build and test to deploy across all customer facing projects and programmes. Lead and drive internal teams to deliver on commitments to assist the support organisation through strong problem identification
  • Collaborate with the sales, commercial services and operations teams on corporate programme engagement and internal business improvement initiatives, including those that can deliver significant improvement through off shoring
  • Build strong relationship with all teams within Consulting Services & Support own IP as well with other teams in operations

Transformation

  • Drive continuous improvement through all teams using internal and external benchmarking to introduce/implement best practice

Methodology

  • Enhance and embed robust programme and project management methodologies to support delivery of HR and Payroll programmes for clients ensuring an effective transition internally from implementation to customer support
  • Support development of programme management & support toolkits

Bid Support

  • Support bids ensuring all resource skills demand is accurately planned and costed for programmes
  • Develop cost modelling process and tools to support bid commercial team

OUR EXPECTATIONS



Thinking and Acting Outside In
Inspires with a clear and engaging vision and purpose of the whole organization.
Creates an environment of personal leadership and ownership where decision taking is pushed as close to the expert or client as possible.
Creates an agile environment where knowledge and learning flow around the organization and nurture innovation and customer experience excellence.

Agility
Creates an entrepreneurial culture of diversity and innovation: Challenges constantly the as-is situation - bringing vision and ideas to the company that shake the habitual and provoke new ways of thinking.
Initiates and gives impulses to organizational and cultural changes.
Translates societal, technological, market trends and evolutions into strategic change vision for the company.

Connecting
Sets standards of authentic leadership, expecting the same from everyone
Creates the environment where employees use their talents to take ownership of decisions and implementation.
Creates a culture of continuous learning from each other.


KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

  • Significant senior programme management experience
  • Demonstrable experience in leading multiple, diverse teams
  • Blue-chip consulting environment/organisation with robust programme methodologies
  • Has managed wide range of multi-workstream programmes in large, complex organisations
  • Managed transformation programmes utilising integrated technology solutions
  • Utilised formal change management methodologies to support business transformation
  • Practiced user of formal project and programme management methodologies
  • Familiar with performance management and development
  • Managing change and working within a changing environment
  • Experience of large ERP implementations highly relevant
  • Excellent communication skills – can explain technology without jargon
  • High level of commercial acumen and capable budget manager
  • Inspires confidence in colleagues, peers and clients through personal gravitas and credibility
  • Demonstrable success in multiple stakeholder management
  • Flexible but firm customer management
  • Ability to influence internally without direct line responsibility
  • Attention to detail
  • Structured team management approach
  • Experienced coach and developer of project and programme managers
Description

Think and Act Outside-In - Manage Business:

The ability to show clear Vision and Purpose, and inspire teams and employees to organize themselves in an agile way in order to reach targets. The ability also to push (operational) decisions to the floor.

Agility - Manage Change:

The ability to create an environment where teams and employees are inspired to embrace change, take ownership.
The ability also to attract and coach individuals that show disruptive thinking, in order to stimulate experimentation and innovation.

Connecting - Manage People:

The ability to share leadership responsibilities in the team, based on individual’s talents.
The ability also to coach each employee in discovering and developing his/her talent in an environment of continuous learning.

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work. With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond. We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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