What are the responsibilities and job description for the Implementation Supervisor position at CPI Card Group?
Overview
The Implementation Supervisor is responsible for managing the daily operational activities of the Implementation Specialist team members including establishing new, and managing existing, processes and policies to provide consistent 5-Star onboarding support to new and existing customers. This role is responsible for handling all client-escalated issues, and developing staff in project management and technical knowledge.
Responsibilities
Qualifications
CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.
Benefits
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.
CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.
The Implementation Supervisor is responsible for managing the daily operational activities of the Implementation Specialist team members including establishing new, and managing existing, processes and policies to provide consistent 5-Star onboarding support to new and existing customers. This role is responsible for handling all client-escalated issues, and developing staff in project management and technical knowledge.
Responsibilities
- Provide leadership and manage the daily operational function for the Implementation team member
- Establish and direct implementation plans through an on-going analysis of the work, improved project workflow, customer engagement with feedback, enhanced processes and documentation
- Provide continuous improvements to the operations work to favorably affect costs, metrics, customer satisfaction, and personnel growth
- Working with the specialist or independently, solve all accelerated customer issues while properly communicating with the customer
- Manage and lead each team member providing feedback to work, annual reviews, as well as providing insights to management with regard to staffing and staffing levels
- Provide planning feedback to management for the team as it relates to strategic plans, budgets, and any new initiatives
- Train and provide training opportunities to team members to further enhance their product knowledge and needed skillset
- Manage a select number of new client implementation projects while meeting customer and project deliverables
- Implement and manage change when necessary to meet project outputs in a timely manner
- Maintain constant communication with external and internal stakeholders
Qualifications
- Bachelor’s degree in Business Administration or related field, or equivalent experience
- Minimum 3 years of professional experience in project management
- Proven work experience as a Team Lead or Supervisor
- Knowledge of EMV smart cards, preferred
- Proven ability to successfully plan, organize, prioritize, and execute work; respond to changing needs and balance competing priorities
- Excellent written and oral communication skills; ability to communicate clearly and in a professional manner in person, on the phone and via email
- Well-organized and detail-oriented
- Ability to research and report on industry trends
- Strong analytical problem-solving skills, identifying and resolving unique problems
- Experience in delivering client-focused solutions based on client needs
- Proficient in Microsoft Excel and Word; VBA/Macros
- Dedicated to meeting the expectations and requirements of internal and external customers
- Ability to troubleshoot issues and determine root cause
- Demonstrated ability to lead problem-solving and project completion
- Skilled in managing multiple concurrent projects, activities and tasks under time constraints
- Acumen to facilitate productive meetings and drive outcomes
- Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
- Work is conducted primarily in a seated position with extensive use of office equipment and requires walking, bending, reaching and stooping on an occasional basis. Frequently required to work at desk on computer. May be occasional exposure to shop elements such as noise, dust, fumes and odors. Work involves dealing with detail, accuracy and extensive human interaction.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.
Benefits
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.
CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.