.Job PurposeThe main purpose of the Manager is to lead the implementation and standardize operational capacities to improve customer experience and service levels.The Implementation Manager develops various stages of implementation involving product design, development of new products, channel, dealer, launch of new policies or renewals of existing customers, responsible for coordinating the different areas, developing a long-term vision, and enhancing operational transformation while seeking the best customer service and operational excellence.ResponsibilitiesActing as a focal point and consultant for process improvement, product development, and implementation with business partners and internally, using different tools and expertise in design thinking, Six Sigma, and project management practices.Manage projects for the implementation of new products or renewals, setting up new prices, using PM methodologies, enabling collaboration and precise tracking of activities and deliveries for internal and external customers.Identifying and mitigating operational risk prior to any operational launch.
The Manager will help find and build solutions, understanding existing capabilities to avoid manual processes.Being a liaison with partners and internal areas to orchestrate efforts that could make different projects viable in the best time to market.Increase integration among systems with business partners, monitoring the consistent flow of data via APIs, SFTP, and/or Web services, resolving eventual rejections, and checking the integrity of the information to ensure that the implementation of new business occurs as planned.Design, analyze, develop, implement, and re-engineer processes, aiming at automation, scalability, efficiency, and effectiveness of different areas, considering their objectives and characteristics, seeking operational excellence for existing or new accounts with internal or external counterparts.Process improvement: lead sessions, facilitate problem-solving, map processes, and propose solutions and improvements required in each implementation.Elaborate policies through interviews with leaders and employees, as well as on-the-spot observations, checking the adequacy of operational flows and internal controls to internal and external standards, identifying and correcting divergences to minimize operational risk and reduce incidents.Provide information to internal and external customers, as well as internal and external audits, regarding the activities of the area, providing data/documentation and/or clarifying doubts that meet the needs presented.Help develop functionalities, platforms, or systems based on business evolution and partner needs.
Build internal capabilities to achieve operational excellence and gain scalability.Contribute to the test plan developed, using parameters from different situations, and controlling the results to identify and report inconsistencies that must be adjusted before implementation