Job Purpose:
The Implementation manager is responsible for owning and leading client (National/ Global) and other related projects on a local, National, and regional level. The IM must execute the project and manage the coordination between the client, internal FCM stakeholders (SD, AM, BDM, Operations, IT, Tech, Security, Legal, Finance, WFM, MIS, Admin) and the national / global and 3rd party suppliers (Concur, Cytrix, Get-there, KDS etc.)
KEY RESPONSIBILITIES:
Pre- Sales
• Identify & qualify customers
• Mapping Competition Products
• Environmental Analysis
On boarding of Customers
• Complete responsibility of on boarding of customers with the support of KAM/CRM across India.
• Audit gate for KYC document check, contract signoff, SLA/SOP signoff before account Go Live
• Creation of process notes and process maps for new customers.
• Collaborate with internal teams and ensure compliance to all client requirements and provide appropriate training to clients and ensure efficient implementation of all systems.
• Develop all processes and tools for customer implementation lifecycle and identify all defects and provide an efficient interface with all marketing and technical departments.
• Maintain all project plans and ensure compliance to timeframe and collaborate with stakeholders for all implementation processes & managing implementation timelines.
• Ability to identify, diagnose and resolve issues affecting client implementations.
• Ability to communicate with employees at all levels of the organization
Re-Implementation
• Gap analysis in service process for existing clients on request from KAM/Ops
• Implementation of revised SOP/SLA in these clients
Must have extensive knowledge of
• Technical knowledge about travel industry systems (GDS, OBTS, Client Portal) and software (specially TMC). Well versed with OBT Configuration (any Travel tool available in industry)
• GDS (Amadeus) knowledge
• MS Office
• Client handling experience
• Project management skills such as being well-organized, multi-tasking, time management • Ability to see a holistic picture and envisage solution
• Ability to manage complexity
• Fluent in Business English, written and Verbal
• Abilities to deal within a multicultural environment
• Handle support query added advantage
• Prepare Documents like User Guides & PPT’s
• Excellent Presentation skills – Virtual & Personal e.g. giving Tool Demo to client’s
• Able to coordinate with internal & external if required Added advantage
• Hands on experience of MS Visio (or similar)
• Business process re-engineering experience
• Base understanding of the FCM (TMC) tools/products
