Manager Customer Meeting Service English + French Full Time Permanent

LOCATION:CORK, IRELAND

Key Responsibilities for Manager – CMS Projects:

Within CMS, the Capabilities Team is currently looking for a motivated, solution-focused technically minded professional to join its team in Cork. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team. The CMS Projects Manager will work cross-functionally and have regular interaction with key business partners within the company, European & Global CMS network, along with other key connected functions in particular IT, Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance. The role will have a particular focus on project management, system maintenance and development / technical enhancements.

Roles and Responsibilities include recognize, exemplify and adhere to the company values which centre on our commitment to People, Excellence and Compliance. As a key member of the CMS organisation, the CMS Projects Manager provides expertise and support on a wide range of business process and system related topics for the Customer Meeting Services operational teams, both the teams located in Cork and in the affiliates supported by CMS. The key activities supported by the team include:

• Lead medium sized projects, or workstreams within larger projects in line with the strategic priorities of CMS.
• Demonstrate excellence communication & change management skills with stakeholders at multiple levels.
• Design, validate & deliver business processes, through multiple media – including process mapping, Swimlane creation, PowerPoint summary and formal documentation
• Create, deliver and support end user training on new functionality or frequently asked questions, including updates to reference documents, job aids and SOPs
• Engage with SMEs and Continuous Improvement Forums within CMS Operations to support the identification of common system issues or concerns impacting end user efficiency or Customer Experience
• Support with system development, bug fixes and technical enhancements, through creation of user stories, end user testing and engagement with key stakeholders across the SME and IT groups
• Oversight & execution of Content Management changes to Customer Facing web portal as required by the business to support local legal requirements, customer experience improvements, privacy requirements.
• DocuSign maintenance and optimisation.
• Support with Data Management and Authentication Process activities across CMS through the execution of requests in the Customer ODS, Customer Facing web portal, and management of TVA kick-outs, to support CMS business processes and TOV Disclosure requirements.
• Have an in depth understanding of the system & end to end CMS business process (Cork, Local, Global & MPC) to support complex issue resolution, working closely with the business and IT in order to communicate and assess incidents which may impact end user efficiency or Cx.
• Manage changes to Dashboards requested or required by Ops Teams, ensuring that they are optimised for operational efficiency and based on best practice.
• Governance of CMS templates to oversee the publication of templates to Production in addition to supporting the operational teams with complex drawlooping requirements.

Personal attributes

• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer or stakeholder needs, managing their expectations effectively
• Ability to work in local/regional/global team environment and communicate effectively with internal business partners
• Experience of working in a business integration capacity
• Experience working with the following systems would be an advantage: Salesforce, SAP, MS Office, MS Project & Visio, Jira.
• Extensive knowledge and experience of end-to-end CMS processes and systems (internal CMS candidates only).

Qualifications

• Bachelor’s Degree*
• 4+ years’ relevant experience in project management and/or website content management and/or automation
• IT, Project Management or Training qualification would be an advantage
• Full fluency in English and French .