Implementation Manager (BPO), Makati

The Implementation Manager plays a critical role in leading and overseeing end-to-end client implementation projects at Lean Solutions Group Philippines. This includes managing process migrations, technology deployments, and knowledge transfers while ensuring a seamless transition from implementation to operations. The role requires strong leadership, communication, and organizational skills to build effective client partnerships, manage expectations, and deliver successful outcomes within agreed timelines and budgets.

KEY RESPONSIBILITIES

Client Engagement & Implementation Oversight

• Serve as the primary point of contact for clients throughout the implementation lifecycle.
• Lead and manage end-to-end transitions, including process migration, technology rollout, and knowledge transfer.
• Conduct orientation and implementation calls to ensure alignment on goals, processes, and deliverables.
• Oversee interviews and Profile Fit Interviews (PFIs), including support for VIP and high-priority accounts.
• Ensure timely follow-ups through recap emails, documentation, and action item tracking.
• Provide on-site support during client visits and facilitate client-facing workshops or training sessions.

Project Management & Governance

• Develop comprehensive project plans, timelines, budgets, and risk mitigation strategies.
• Ensure all deliverables meet internal standards and client requirements.
• Identify operational or project risks and implement proactive mitigation strategies.
• Maintain accurate, real-time reporting on project progress, KPIs, and performance metrics.
• Support the Director of Implementations with periodic reports and strategic recommendations.

Cross-Functional Leadership

• Collaborate with Operations, IT, HR, Finance, and Training departments to coordinate all implementation activities.
• Provide guidance to assistant managers and administrative staff on role requests and execution of tasks.
• Oversee training sessions, quality facilitators, and governance frameworks to ensure consistency and excellence.
• Promote continuous improvement through methodologies such as Lean Six Sigma.

Change Management & Continuous Improvement

• Lead organizational readiness activities to ensure smooth adoption of new systems and processes.
• Conduct post-implementation reviews to identify successes, gaps, and improvement opportunities.
• Mentor and coach new team members to strengthen the Implementation teams capabilities.

QUALIFICATIONS & SKILLS

Education

• Bachelors degree in Business Administration, Information Technology, Logistics, Project Management, or a related field.
• A Masters degree or ongoing graduate studies is an advantage.

Experience

• 58 years of experience in BPO transitions, process migrations, or implementation management.
• Demonstrated success in project management, client engagement, and cross-functional leadership.

Certifications (Preferred, Not Required)

• PMP (Project Management Professional)
• Lean Six Sigma Black Belt
• ITIL Foundation or higher
• Prosci or equivalent change management certification

Technical & Professional Skills

• Strong expertise in project planning, governance, and risk management.
• Excellent verbal and written communication skills, with the ability to engage C-level stakeholders.
• Strong analytical, problem-solving, and decision-making capabilities.
• Proficiency in tools such as HubSpot and the LSG Operations Portal.
• Ability to manage multiple projects simultaneously in a fast-paced BPO environment.

Key Competencies

• Client & Stakeholder Management  Builds trust and maintains strong internal and external relationships.
• Cross-Functional Leadership  Leads diverse teams toward shared goals.
• Change Management Expertise  Effectively drives adoption of new processes and systems.
• Strategic & Operational Mindset  Balances project delivery with long-term client value.
• Resilience & Agility  Adapts quickly and responds effectively to challenges.