Sterling Lexicon is a leading provider of global mobility services. We manage all facets of our clients' mobility programs, while focusing on providing flexible solutions for corporate and U.S. government organizations worldwide.
General position summary:
The Project Manager – Client Experience acts as the liaison between business teams and the technology group. Key responsibilities are to lead or support Client Implementation and Technology projects using a structured methodology, ensuring delivery of training to the highest standard to all employees involved in each new account, process or tool, and participate in business process modeling, research efforts and improvements.
Essential Duties & Responsibilities:
Client Implementations
* Lead the implementation of new accounts all the way to go-live, according to schedule and budget and in line with the agreed contract
* Attend client meetings as and when required, with face-to-face meetings where necessary
* Produce detailed and complete implementation handbooks
* Train internal teams on client expectations to ensure delivery of services in accordance with contracted terms
* Primary or secondary responsibility for various activities related to Helix client setup, including client portal, new client entry, custom field creation, etc.
* Ensure accurate client set-up in Helix and on client portal
* Lead post-implementation follow-up meetings
Technology:
* Participate in Client Experience and Business Technology Integration efforts to collect and analyze metrics and continually improve Helix related business processes
* Act as a liaison between the technology group and business teams by:
o Providing a point of contact for business teams into the technology group
o Making recommendations for Helix enhancements based on business team assessment
o Coordinating the configuration of Helix with process control to enhance business processes and user satisfaction including clients, transferees, operations, payroll, accounting, and vendors
o Managing business team's expectations of the technology group
* Participate in business process modeling sessions, acting as a documentarian, facilitator, timekeeper and/or subject matter expert (SME)
* Manage tickets assigned to this role and advise of any anticipated delay or challenges associated with completing a ticket
* Acts as a Project Manager on assigned projects participate in other projects
* Support Client Solutions and Account Managers with client and transferee portal demonstrations
* Conduct interviews with business users and perform analysis to create business cases for projects
* Conduct preliminary investigation for all assigned project requests and escalates when appropriate. Develop requirements, specifications, and test, support, and training plans to ensure they are in line with business objectives
* Conduct root cause analysis of inefficiencies, process gaps or breaks and operational risks, making recommendations to improve productivity for both the business teams and the technology group
* Document new business processes and update current processes as appropriate using Lexicon documentation standards
* Participate in SCRUM meetings and facilitate Super User meetings, providing guidance and ensuring the teams stay on task with their charters
* Actively engage in sprint planning sessions and monitor the progression of work-in-progress to ensure alignment with project timelines and objectives
* Proactively identify potential impacts of reported issues on operational users and ensure consistent communication regarding status updates, potential workarounds, solutions, and associated timelines to all affected end-users
* Engage in cross-functional collaboration to enhance Operational Excellence through the strategic implementation of automation, artificial intelligence, self-service platforms, and data-driven tools
* Perform testing for new releases and feature updates
* Show flexibility and creativity in completing work assignments
* Develop and maintain a positive and professional working relationship with all members of the team, customers, clients, and service partners
* Accept additional job assignments and participates in project work as requested
* Adhere to all company policies and procedures as outlined in the Employee Manual and Lexicon's Policy and Procedures manual
Specific Job Skills:
* Strong analytical and problem-solving skills
* Excellent verbal and written communication skills
* Elevated level of competence with MS Office and Visio
* Teamwork and interpersonal skills, ability to manage in all directions
* Highly conscious of compliance issues and client needs and deadlines
* Experience in facilitating workshops and conducting training
* Demonstrate willingness to improve job-related skills, responding to direction and constructive feedback in a positive and professional manner
* Comprehensive knowledge of Helix an advantage
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Other Duties & Responsibilities:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Education & Experience:
* Business degree or equivalent work experience
* Experience or education in business process design and documentation
* 5+ years' experience in relocation operations (domestic and/or global)
* Education and/or experience in IT a plus
* Exceptional project and process management ability
* Proven experience of implementing all size accounts which include a wide range of services
Travel:
* Less than 10% required.
Language Skills:
* Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
* Ability to author routine reports.
* Ability to speak effectively before groups of customers or employees of organization.
* Excellent written and verbal communication skills.
Mathematical Skills:
* Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
* Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
* Pragmatic, flexible approach to varying client or project requirements
* Strong financial acumen and commercial awareness
* Ability to build and maintain strong relationships with internal and external stakeholders
Computer Operations:
* To perform this job successfully, the candidate should have strong knowledge of Microsoft Office Suite
Planning/Organization:
* Ability to prioritize and re-prioritize as situations and needs change throughout the workday
* Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.
Use your current and previous experience to find new opportunities on the road to success. At Sterling Lexicon, we're committed to helping our employees flourish and reach new heights.