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

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