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.
Overview
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.
Responsibilities
* Lead the implementation of new accounts from start to go-live, according to schedule and budget and in line with the agreed contract.
* Attend client meetings as required, including 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 activities related to Helix client setup, including client portal, new client entry, and custom field creation.
* Ensure accurate client set-up in Helix and on the client portal.
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 assessments.
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 teams’ expectations of the technology group.
* Participate in business process modeling sessions, acting as a documentarian, facilitator, timekeeper and/or SME.
* Manage tickets assigned to this role and advise of any anticipated delay or challenges associated with completing a ticket.
* Act as a Project Manager on assigned projects and participate in other projects as needed.
* 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.
* Develop requirements, specifications, test, support, and training plans to ensure alignment with business objectives.
* Conduct root cause analysis of inefficiencies, process gaps or operational risks and recommend improvements.
* Document new business processes and update current processes using Lexicon documentation standards.
* Participate in SCRUM meetings and facilitate Super User meetings to keep teams on task with their charters.
* Engage in sprint planning and monitor work-in-progress to maintain timelines and objectives.
* Communicate status, potential workarounds, and timelines to all affected end-users regarding issues and resolutions.
* Collaborate cross-functionally to enable Operational Excellence through automation, AI, self-service platforms, and data-driven tools.
* Perform testing for new releases and feature updates.
* Develop and maintain professional working relationships with team members, customers, clients, and service partners.
* Accept additional assignments and participate 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.
Qualifications
* Specific Job Skills:
* Strong analytical and problem-solving skills.
* Excellent verbal and written communication skills.
* Proficiency with MS Office and Visio.
* Teamwork and interpersonal skills; ability to manage in all directions.
* Strong focus on compliance, client needs, and deadlines.
* Experience facilitating workshops and conducting training.
* Willingness to improve job-related skills and respond to direction professionally.
* Comprehensive knowledge of Helix is an advantage.
Education & Experience:
* Business degree or equivalent work experience.
* Experience or education in business process design and documentation.
* 5+ years of experience in relocation operations (domestic and/or global).
* Education and/or experience in IT a plus.
* Exceptional project and process management ability.
* Proven experience implementing accounts of all sizes with a wide range of services.
Travel:
* Less than 10% travel required.
Additional Qualifications:
* Ability to read and interpret documents; ability to author routine reports; ability to speak effectively before groups.
* Excellent written and verbal communication skills.
* Ability to calculate figures and apply basic algebra and geometry concepts.
* Ability to solve practical problems and interpret instructions in various forms.
* Strong financial acumen and commercial awareness; ability to build and maintain relationships with stakeholders.
* Proficient knowledge of Microsoft Office Suite.
* Ability to prioritize, multi-task, and manage daily responsibilities to meet deadlines.
EEO Statement: 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.
London, England, United Kingdom
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