Reports to Head of Business Improvement
With a focus on driving excellent client service and really understanding the needs of our clients, we are continually enhancing the onboarding approach. The purpose of this role is to project manage large and potentially complex onboardings of new clients working in partnership with stakeholders across the markets team, Client Relationship Leads and onboarding specialists to ensure successful onboarding.
This role will be instrumental in facilitating transparency throughout the onboarding process, focussing on planning, communication, stakeholder management and successful delivery. In addition, the role holder will be expected to actively seek and implement best practice into onboarding processes.
This role will also undertake the project management of ad-hoc projects with Aztec in conjunction with the client take on projects.
Key responsibilities:
Onboardings:
- In some instances, you will be required to attend and actively support the client pitching process, alongside colleagues from the Markets team as well as with the Client Relationship Lead to communicate the onboarding framework that is followed for a successful onboarding.
- In conjunction with the client facing team, onboarding specialists and client; document the timelines and the plan for the onboarding of the new client, in line with a flexible interpretation and adoption of onboarding methodology, whilst ensuring an appropriate level of resource is made available throughout.
- Document/facilitate the requirements and operating model for the specific client take on to ensure that the systems and process are set up correctly to meet the client needs and the joint operating model.
- Provide concise and timely updates to the key stakeholders (internal and external) to ensure that all data and documents are transferred when required.
- Active task management to ensure that all needed components are completed efficient and accurately throughout the onboarding lifecycle.
- Support project governance across to ensure that projects are joined up and deliver against priority areas.
- Manage the plan and provide progress reports to the Steering Committees, Client Relationships Leads and key stakeholders on the status of the onboarding through the stages of the onboarding lifecycle.
Ad Hoc Projects:
- Develop project specifications, agree project plan baseline including scope, key activities, deliverables, resource requirements, milestones, deadlines, and benefits. Utilise project plans and schedules to monitor all activities.
- Manage relationships amongst stakeholders by building confidence and trust with clear professional communications and assured expectation management.
- Drive project execution; track delivery; monitor, and control change, own change management; pro-actively seek and resolve blockers.
- Manage the project within the agreed governance structures and processes, to ensure consistency of approach and efficient use of resources.
- Conduct progress reviews to give stakeholders confidence that projects will deliver to time, budget and agreed standards.
- Conduct reviews to assess project outcomes and to identify and capture lessons learned to enable continuous improvement and benefit realisation.
Skills, knowledge, expertise:
- Demonstrable ability to plan and manage projects through to successful completion, focusing on project management, change management and relationships.
- 7+ years of project/change management experience in a large size company with a proven record of successful project delivery working cross functionally with different stakeholders across the business (tech and non-tech).
- Demonstratable knowledge on customer and client experience.
- Strong financial and commercial knowledge.
- Project management qualifications is preferable (or equivalent).
- Stakeholder management: An ability to communicate effectively with stakeholders across all levels of seniority. Working in cross-functional and cross jurisdictional teams to ensure positive outcomes for clients
- Excellent communication: communicates with clarity and confidence at all levels; adapts style and content to the needs of the audience.
- Continuous improvement: identifies opportunities for continuous improvement; shows demonstrates enthusiasm and willingness. Creates momentum and excitement around initiatives and new approaches.
- Influencing and relationship building proactively builds productive and open and trusting relationships with internal and external stakeholders; presents robust and convincing positions in the face of challenge while remaining respectful of others' views; negotiates effectively to agree realistic outcomes.
- Planning and Organising: plans, schedules, prioritises, and allocates work effectively; delivers to multiple and challenging deadlines; organised and disciplined but able to cope with ambiguity; monitors progress against plans using project management techniques or other recognised methods such as Agile/Waterfall/Hybrid.
- Delivering results remains calm, effective, and positive even when under pressure; takes ownership for delivering outcomes and is highlight pragmatic and action orientated.
- Initiative and problem solving identifies problems, provides / facilitates the creation of options and recommendations, and uses initiative to drive solutions in a positive and constructive manner; whilst being able to identify and manages risk.
- Change Management & Adoption: ability to focus on the human side of change by building and delivery change management strategies and plans to increase adoption and the success of the acceptance of benefits.
We will provide the training, both in house for relevant technical knowledge and professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great be with people, as close working relationships between our colleagues and clients is at the heart of what we do.