Digital platform implementation leadTMF Group

Job Summary
This role is Digital Platform Implementation Lead for TMF KRAIOS, a new generation Digital Client Platform. . The role is part of the Digital Client Service Management team and the primary purpose of the role is to manage and drive the client implementations in a global landscape ensuring functional and technical implementation of services on to the platform for our clients.
TMF KRAIOS is one of the digital platforms in scope of the Digital Client Success Management team and used for multi service delivery for client users, part of a Digital Delivery model. Other platforms in scope of the team are IN-SITE/DTS (data integration middleware) and Horizon (management of the Payroll process).
Key Responsibilities
Provide leadership and line management on a global level to the implementation team responsible for TMF KRAIOS implementations
Adhering to the Client onboarding strategy and lead the implementation activities
Ensure complete, correct and timely implementation of the TMF Digital Client platform, focusing on planning and quality against service level expectations
Act as the escalation point for implementations, troubleshooting issues, planning, communicating updates and progress
Provide leadership and (further) develop implementation strategies and processes to allow the team to successfully implement our clients onto the platform as well as ensure the Digital Delivery Model is in place
Provide timely and expert advice on emerging trends and issues affecting Application Implementation and best practices
Assisting with systems integrations and relevant teams integrated with the multiple applications and the next generation Digital Client Platform
Managing ticketed query system(s) and ensuring comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures accordingly
Identifying opportunities for automation and minimizing manual errors and security incidents
Manage, own, coordinate and promote the effective functioning of incident and problem management activities across the platforms and support teams
Contribute to the feature scope of application releases and configuration changes for production digital platform applications
Examine any potential areas for Improvements and align with the Digital Client Success Management, Product Management and Development team
Liaise closely with I&O team, and client success managers, Orchestration and GEM Team to ensure a clear and structured onboarding plan and implementation pipeline and planning is in place
Setup and maintain Implementation & Starts Monitoring, and provide regular reports
Ensure creation, maintenance and rollout of robust processes and business operating procedures within the implementation area
Manage and align internal stakeholders, teams and 3rd party vendors to troubleshoot and resolve (complex) incidents and problems
Planning application implementations following the business operating procedures and contractually agreed SLA's
Assess risk and impact of implementation issues and escalate to (global/Local) business and technology management in a timely manner
Partners with appropriate business owners, local teams, project managers and clients to prioritize implementation issues and ensure go live of the services as per agreed plan and solution design
Engages in post implementation analysis to ensure successful client onboarding
Create periodic management reports showing the effectiveness and improved capacity/efficiency of the implementation team
Accountable for the quality of implementations (including any SLA performance) relating to TMF's next generation Digital Client Platform and existing legacy platforms
Partner with Digital Client Success Managers, Implementation team, Development team and Production Management and other internal parties (Orchestration and GEM enhancement team) to ensure effective applications implementation for all external and internal clients for the existing legacy digital platform systems and TMF's next generation Digital Client Platform
Co-ordinate and improve on any associated onboarding and admin support for TMF clients onto the application portfolio
Ensure any persistent issues are identified and corrective plans are developed and actioned in a timely manner
Work with the Global Solutions, Market and O&T leadership to achieve improved client satisfaction for the activities described above
Key Requirement
Minimum of 5+ years' experience in the Professional Services, BPO, SaaS or ITO industries
Minimum of 5+ years' experience in digital platform client implementations and client facing project management across a multi-country footprint
Proven experience with global client implementation projects following a project management technique and be able to roll out such techniques within the team
Have multi-country experience and demonstrates an ability to work in a multi-cultural, talented and demanding team environment
Advertised: 27 Jun 2022 Singapore Standard Time
Applications close: 28 Jul 2022 Singapore Standard Time
TMF Group

Manila City, Metro Manila
Permanent
Full-time