Implementation Manager - Mexico City

Get started on an exciting career at Element! Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team. Element seeks to position itself and bring new economic groups to the portfolio, offering a comprehensive fleet management solution. This position requires and reflects a high leadership, degree of follow-up, and business continuity in current customer segment, seeking through Project Management the consolidation of initial Operation, inclusion of services and products, as well as personalized attention for customers in Operational, Administrative and Commercial matters serving as the main point of contact from the beginning of a relationship and during the life of the project with Element (Client Management). Responsibilities: Leadership of Customer Care teams responsible on Onboarding new clients (NBI) Define and execute new strategies for the area and business to support business evolution and create a superior Customer Experience across the business Supervision and influence in the execution of the Implementation Plan through NBI team (Internal and External). Initial meeting with the Commercial and Client area to identify particularities of the project together with the NBI Project manager Work with key internal areas (influence) and clients to prepare a strategy for each entry of new strategic clients (small, middle, large and “Mega Fleets” segment) trough standard or customized projects. Monitoring and leadership (occasional) of the Coordination and execution of Account Implementation Sessions Monitoring and analyze NPS / VoC Metrics and impulse initiatives focused on Customer Journey Accompaniment in the execution of sessions (occasional) with clients to review specific processes within the life cycle of the lease Supervision of the “Risk Register” document and effective communication with Element and the Client Authorization and Vo.Bo. for Signature of Service Standard (EDS): Client and Element (areas). Execution, coordination, and leadership of efforts Mega Fleets Team Leadership (Direct and Indirect) Ex. Customer Care Areas focused on this segment + NBI group Maintain a constant relationship with the clients Ensure compliance with the deliverables by the PMI (time and form) by: Customer and Element (areas). Carry out monitoring and validation for the execution of tasks; troubleshoot and resolve problems to ensure timely execution of the Service. Establish an operational rhythm and measurement for the fulfillment of the KPI's (generate executive dashboards and project controls). Propose improvements and adjustments to processes and products in accordance with the business strategy and considering a global perspective (US / CA networking in the “Mega Fleets” segment and standard operation). Make timely escalations to the Commercial, Operational or Administrative area as appropriate Provide proactive reports to internal and external stakeholders on the status and progress achieved (including VoC and NPS metrics) Maintain changes and improvements in accordance with the business strategy and global changes in the same areas Monitor and supervise Customer Experience Education and Experience Engineering, Bachelor's degree in the administrative and / or financial branch; Mastery (desirable) Bilingual (English / Spanish) Strong experience in Customer Service and project management - Project Management (+3 years) Leadership and supervision of customer service teams and projects (+5 years) Demonstrated change management, work team management (Formal Leadership) and / or conducting cross-functional activities. Availability to travel +60% Experience in Leasing, preferably Vehicles Experience in financial services, operations Knowledge and Skills Strong leadership skills (formal): coaching, team building, management through change, facilitation and influence, relationship building Project Leadership: Requirements gathering, communication management, risk management, problem solving, scope management and resource management. Ability to maintain a solution-oriented approach throughout the implementation cycle and Commercial Relationship with our clients; focused on process improvement. Demonstrates proper judgment regarding decision-making, self-reliance, and problem solving. Ability to implement and adapt to change effectively. Excellent communication and presentation skills, both verbal and written Domain of Office Packages (Microsoft Suite: Word, Excel, PowerPoint and Outlook, and the project management software Visio, MS Project, etc.). Ability to differentiate between strategic approach and tactical execution. What’s in it for You • A culture of innovation, empowerment, decision-making, and accountability • Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness • Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) • Flexible work environments Candidates must be willing to comply with a pre-employment background check. Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to reclutamiento@elementcorp.com or call 55 5018 7100. Read more about our Culture. Learn about the Technology and Fleet Services we offer our clients.