Implementation Manager (3820)

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Professional Services ANZ

The Professional Services Team ANZ provides presales support, solution consulting, implementation support and project management services to our customers throughout their engagement and customer life cycle with GBG. This includes technical and functional support, and advisory services for several products and services in identity verification, identity fraud, biometrics solutions and project management services. We work directly with our customers to ensure their requirements are met and that they can consume the GBG product(s) they've purchased within the shortest possible timeframe.

Implementation Manager

Reporting to the Professional Services Director ANZ, the role of the Implementation Manager is to lead and manage the implementation of GBG's identity verification products for our customers within agreed timeframes. This is a key role within the ANZ business responsible for overseeing the successful implementation of our product and services, including post-go live support within the warranty period. By providing guidance to team members and the resource pool within Professional Services, the Implementation Manager helps foster a collaborative environment that drives success and aligns with the organisation’s strategic objectives. This role ensures that customer requirements and processes are documented and met, stakeholders are kept informed, regular status updates are issued, hand holding during “go-live” and handing the customer over to Customer Support post “go-live”. This is a challenging and varied role and must balance both people leadership and operational duties whilst ensuring the highest levels of customer satisfaction.

What you will do

• Manage the overall delivery and implementation of identity verification products, documents and biometrics solutions and related programmes of work, ensuring adherence to scope, delivery timeframes, budget, and quality standards
• Monitor implementation progress, identifying and mitigating risks and issues as they arise
• Define processes for new and revised product releases that is to be adopted by Implementation consultants, communicate to sales, product and engineering team members where relevant.
• Prepare and present delivery reports and activation updates to the management and stakeholders
• Manage customer implementations including handling the customer relationship and stakeholders from time of contract signing through to 1-month post-implementation.
• Lead customer requirements workshops and document the agreed configuration / design with the support of solution consultants and Implementation consultants
• Achieve KPIs for project milestones, delivery standards, revenue recognition and profitability, improve CSAT, and support SLA amongst others, ensuring adherence to policies and procedures and driving compliance through project and service methodologies, tools, and practices
• Own and improve customer implementation processes and documentation.
• Educate and train customer resources (e.g. users, analysts, product owners, etc.) on our products and services, guide on best practice implementation practices for optimum performance
• Manage the day-by-day workload and activities of a small team of Implementation consultants (minimum of 2, maximum 4)
• Collaborate with other teams such as Pre-sales / Project Delivery Lead / Sales / Customer Support/ Technology to obtain the required support and ensure successful delivery of the project
• Provide mentoring, supervision, performance assessment and support professional growth of our team members.
• Report on team performance, metrics, and KPI achievement on a regular basis.
• Assist customers with reporting requests, attend to analytics requests such as pass rates analysis
• Perform hands on configuration/implementation of products and support of GBG customers.
• Other duties and tasks as guided by your manager

Skills we’re looking for

• Extensive experience in a delivery management or consulting role that involved a high degree of client engagement.
• A leader that can confidently own the delivery of GBG's products and solutions, ensuring customer activation within agreed timeframes.
• Demonstrated experience in managing / co-ordinating small to medium projects or activities in a customer delivery environment.
• A people manager who has led small teams, who can both lead and execute at the same time.
• Skills in business analysis, leading workshops, conducting product training and trouble shooting.
• Experience managing and developing small teams.
• A quick learner with experience in software implementation / configuration.
• Ability to influence, work with and manage individuals not under direct control.
• Confidence and comfortable with working alone, an enthusiastic good team player.
• Solid communication skills with a proactive attitude, experience in communicating at a technical and functional level while managing business rapport.
• Senior stakeholder management experience.
• Creative approach to problem solving whilst working with a team and/or customer.
• Analytical competency advantageous and the path to growth more in the role.
• Exposure working with web services, web applications, front-end development, systems architecture and competency with understanding of common coding languages such as Java, JavaScript, C++, etc.
• Ideally will have KYC or identity verification process experience. Experience in facial biometrics technology, Face Match and Liveness, document capture and OCR extraction from document IDs would be advantageous.
• Ideally will have comprehensive functional knowledge of identity, fraud, and financial crime solutions in the marketplace

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to View email address on app.swooped.co and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.