[Hiring] Head of Implementation Services @HARRIS & HARRIS LTD

Role Description

The Head of Implementation Services is responsible for managing a team of project managers, working with internal and external clients during the integration of clients’ processes and procedures with Harris and Harris’ collections systems. This role is responsible for the development, testing, and implementation of all tasks associated with the collection system. This includes coordinating programming changes internally, externally with clients, and programming vendors.

This position will include client contact over the phone and/or in-person visits which will require the candidate to be well-spoken, able to understand client needs, and suggest solutions.

• Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday
• Location: May work remote, but may have to travel to client sites and the Chicago office
• Salary: $120,000 to $150,000 annually

Qualifications

• High School Diploma or GED required, bachelor’s degree preferred
• 3-5 years in technical or application support environment
• Project management training/certification a plus
• Knowledge of various project management tools and methodologies
• Ability to work in a fast-paced and continuously changing environment within expected guidelines under limited supervision with excellent attention to detail
• Demonstrated experience with implementations and data transfers
• Software application knowledge (troubleshooting) and working closely with software developers preferred
• Collections experience a plus
• Excellent analytical, problem-solving, and follow-up abilities
• Effective time management and organizational skills

Requirements

• Drive continuous process improvement initiatives within the Implementation Services team to enhance efficiency, effectiveness, and overall service delivery.
• Develop and implement best practices for project management methodologies, ensuring consistency and alignment with industry standards.
• Lead the evaluation, design, and implementation of streamlined processes to optimize the overall implementation lifecycle, reducing time-to-market/revenue recognition and enhancing client satisfaction.
• Establish key performance indicators (KPIs) for implementation processes and regularly assess performance against these metrics, implementing corrective actions as needed.
• Collaborate with cross-functional teams to identify process bottlenecks and areas for improvement, implementing data-driven solutions to enhance operational excellence.
• Proactively identify opportunities for automation and technology integration within implementation processes to increase productivity and reduce manual effort.
• Take a leadership role in M&A integration activities related to implementation services, ensuring a seamless transition of acquired entities into existing workflows and processes.
• Collaborate with stakeholders to define and implement governance structures that support efficient decision-making processes.
• Provide mentorship and training to team members on process improvement methodologies, ensuring a continuous learning culture within the Implementation Services team.
• Establish quality control processes and procedures during and after project go-live to ensure consistent delivery of client and business requirements.
• Learn and become proficient in the CUBS and future collection systems to allow for better understanding of system capabilities and how they map to new client onboarding requirements.
• Other duties as assigned.

Benefits

• Medical, Dental, and Vision insurances from premium providers
• 401K with matching
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• Paid Time Off
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.