Discover your 100% YOU with MicroSourcing!

Position: Client Implementation Manager (for pooling)

Location: Metro Manila, Philippines

Work setup & shift: Hybrid / Morning to Midshift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

The Senior Manager, Client Implementation leads the Client Implementation function responsible for converting contracted client opportunities into successful, on-time go-lives and stable business-as-usual operations.

The role owns the implementation lifecycle from completed commercial handoff and requirements validation through mobilisation, go-live, stabilisation and handover. It is accountable for maximising go-live conversion, contracted FTE realisation, on-time delivery, Client Implementation (CI)-attributed revenue uplift and client satisfaction.

The Senior Manager orchestrates cross-functional delivery across Operations, Talent Acquisition, IT, Facilities, HR, Finance/Payroll, Legal/Compliance and other enabling teams; ensures risks and dependencies are surfaced early;
and drives clear accountability for delivery commitments. The role also develops the CI team, standardises implementation governance and continuously improves the client onboarding and mobilisation experience.

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

Core Competencies

Implementation Strategy & Commercial Acumen

• Understands how contracted scope, headcount, start dates, service requirements and revenue assumptions translate into implementation plans and realised outcomes.
• Balances client commitments, operational readiness, risk and economics when making implementation decisions.

Program & Portfolio Leadership

• Leads multiple concurrent implementations with different levels of complexity while maintaining visibility of milestones, risks, interdependencies and executive decisions.
• Brings structure to ambiguous or fast-moving situations and drives disciplined execution from handoff through stabilisation.

Stakeholder Management & Collaboration

• Builds productive working relationships across Operations, Talent Acquisition, IT, Facilities, HR, Finance, Legal/Compliance and client teams.
• Creates alignment across functions with different priorities and drives timely decisions without relying on formal authority alone.

Risk Management & Problem Solving

• Identifies risks early, distinguishes symptoms from root causes and drives practical recovery plans with clear owners and deadlines.
• Escalates proportionately and uses sound judgement when delivery, client experience, compliance or revenue is at risk.

Data & Performance Management

• Uses implementation data to manage conversion, FTE realisation, timeliness, revenue uplift and client experience.
• Turns portfolio data into clear insights, actions and prioritisation for senior stakeholders.

Leadership & Influence

• Provides clear direction, coaching and accountability to the CI team and promotes a culture of ownership, learning and continuous improvement.

Influences across senior stakeholders and can challenge constructively when delivery commitments or implementation quality are at risk.

Communication & Executive Presence

• Communicates clearly and confidently with clients, executives and operational teams.
• Distils complex implementation issues into concise decisions, trade-offs and recommended actions.
  

Key Skills & Capabilities

• Implementation & Mobilisation Leadership - Proven ability to lead complex client onboarding, transition and go-live programs from handoff through stabilisation.
• Portfolio & Project Management - Strong planning, dependency management, risk management, governance and delivery discipline across multiple concurrent workstreams.
• Client-Facing Maturity - Comfortable leading client implementation discussions, executive updates, escalations and recovery conversations.
• Cross-Functional Orchestration - Able to coordinate diverse functions and drive timely decisions and actions without direct reporting authority.
• Revenue & Headcount Realisation - Understands contracted FTE, ramp plans, live FTE, revenue timing and how implementation performance affects commercial outcomes.
• Process Design & Continuous Improvement - Builds scalable implementation standards, controls, templates and routines and uses lessons learned to improve the model.
• Data-Driven Decision Making - Uses dashboards and operational data to identify risks, prioritise interventions and communicate implementation health.
• Problem Solving & Decision Making - Navigates ambiguity, resolves complex blockers quickly and makes practical decisions with appropriate escalation.
• Communication - Produces concise, accurate and executive-ready implementation updates, governance materials and client communications.
• Systems & Tools - Strong working knowledge of project management, collaboration, reporting and workflow tools; able to establish an effective system of record for implementations

What You Need:

• Minimum 7 years of experience in client implementation, transition, onboarding, program/project management or service delivery, preferably within BPO, MSP, shared services or an equivalent complex service environment.
• At least 3 years of people leadership experience, including management of managers, senior individual contributors or multi-client delivery teams.
• Demonstrated success leading cross-functional implementations involving Operations, Talent Acquisition, IT, Facilities, HR, Finance and other enabling functions.
• Strong working knowledge of service contracts/SOWs, headcount ramps, implementation dependencies and revenue realisation in a BPO/MSP or services context.
• Proven ability to manage complex stakeholder environments and communicate effectively with senior internal and client stakeholders.
• Strong analytical and reporting capability, with experience using implementation data and dashboards to drive decisions and interventions.
• Strong working knowledge of project management and collaboration tools.
• Bachelor's degree required; project/program management or continuous-improvement certifications are an advantage.
• Exceptional written and verbal communication skills, including the ability to produce executive-ready governance materials and client-facing updates.

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.

For more information, visit https://www.microsourcing.com/

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