Client Implementation Officer

Position: Client Implementation Officer
Location: MOA, Pasay City
Work setup & shift: Shifting/Hybrid
Why join MicroSourcing?
Responsible For
The Client Implementation Officer is a strategic and pivotal role responsible for the successful and timely launch of new clients at MicroSourcing. This person is the driving force behind a smooth, seamless client onboarding journey, ensuring a positive and confident start to every new partnership. TheCI Officer acts as a key driver of solutions and a single point of accountability and will manage all project phases, proactively mitigate risks, and drive cross-functional collaboration to ensure projects launch on time, reduce client cancellations, and uphold the company's commitment to client success.

Main Activities and Responsibilities

Key Responsibilities And Accountabilities

• Strategic Project Leadership & Onboarding Excellence: Lead and manage all phases of the client onboarding and implementation process, from initial scoping and planning to execution and final handover. Develop comprehensive project plans that align with client expectations and internal resource availability, focusing on proactive risk mitigation and a successful, on-time launch.
• Cross-Functional Collaboration & Solutioning: Serve as the primary liaison between the client and internal departments (e.g., IT, HR, Recruitment, Operations). Identify and address potential bottlenecks and dependencies. Drive solutions by working collaboratively with department heads to resolve issues, streamline processes, and eliminate roadblocks that could impact launch timelines or client satisfaction.
• Risk Management & Retention: Proactively identify and assess risks that could lead to project delays or, more critically, client cancellations. Develop and execute contingency plans to address these risks, ensuring all projects are on a solid path to completion. A core deliverable is to significantly reduce the likelihood of client attrition during the critical implementation phase.
• Process Optimization: Capture lessons learned from each implementation. Analyze successes and failures to identify opportunities for process improvement. Drive the development and documentation of best practices to enhance the efficiency, consistency, and scalability of our client implementation framework.
• Stakeholder Communication: Maintain clear, consistent, and transparent communication with all stakeholders, including senior management and the client. Provide regular updates on project status, key milestones, and any challenges encountered, ensuring a shared understanding of progress and a unified approach to problem-solving

Health & Safety of our People

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training and compliance requirements and professional development opportunities.

This job description is not intended to be all-inclusive. Employee may perform other related duties as discussed with your immediate supervisor to meet the ongoing needs of the organization.

Core Competencies

• Strategic & Analytical Thinking: Ability to see the big picture and understand the strategic importance of each project to the business. Must be skilled in analyzing complex problems, identifying root causes, and formulating effective solutions.
• Proactive Problem-Solving: A natural inclination to anticipate issues before they arise and to take swift, decisive action to resolve them. This role requires someone who is not just a problem-identifier but a solution-driver.
• Client Onboarding: Proficiency in the process of bringing new clients on board, including understanding their requirements, defining project scopes, and developing implementation plans.
• Project Management: Skill in managing client implementation projects, including setting timelines, assigning tasks, and ensuring the project stays on track.
• Client Communication: Effective communication with clients to gather requirements, provide updates, and address concerns or issues throughout the implementation process.
• Cross-Functional Collaboration: Collaboration with various internal teams (e.g., operations, IT, quality assurance) to ensure all aspects of the implementation align with the client's needs and expectations.
• Quality Assurance: Knowledge of quality assurance processes and the ability to ensure that the services provided meet the client's quality standards.
• Risk Management: Understanding of risk assessment and mitigation, especially in managing potential issues that may arise during the implementation process.
• Documentation and Reporting: Proficiency in maintaining detailed documentation of the implementation process and providing regular status reports to clients and internal stakeholders.

Key Skills And Capabilities

• Analytical Skills
• Critical Thinking
• Negotiation Skills
• Attention to detail
• Strategy Planning
• Vendor/OEM Interaction
• Budget and Cost Management
• Leadership Abilities
• Excellent oral and written communication skills

Qualifications and Typical Experience

• Graduate of any Bachelor's degree, graduate studies will be an advantage
• 3-5 years of prior experience in Client Implementations/Transition of new clients/projects in an outsourcing set up
• Experience in Operations Management especially in development of KPIs, team structure, ops processes for both voice and non-voice operation
• Very strong communication, planning, organization, analysis, team management, facilitation, conflict resolution, decision making, problem solving, and project management skills
• Must have the ability to communicate verbally and in writing with personnel at various levels
• PC applications proficiency (Word, Excel, Project Planning Tools, PowerPoint)
• Planning and analysis skills
• Ability to handle multiple tasks in an organized manner
• Ability to coordinate simultaneous projects with multiple-level tasks and functions independently
• Ability to quickly grasp our client's business and organization in order to effectively interact with their employees, particularly senior management and others in purchasing, receiving, human resources and/or accounting
• Ability to manage and supervise direct reports, contractors and project team members.

• Preferred:

• Familiar with the field's concepts, practices, and procedures.

• Experience with workflow routing/process
• Experience managing multi-phase projects
• Experience with pioneering projects or start-up of Operations

Other Position Requirements

• Subject to business requirements, additional hours may be required.
• Will be required to travel and work across various sites
• May support various client geos thus flexibility in different work schedules is required.

About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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