Our client is investing in its Small Business Services (SBS) organization, and this Head of Implementation is a key leader in that growth. This person will lead technical and administrative teams to drive operational excellence and scale processes to deliver consistent, high-quality client experiences. Partnering closely with Sales, this person will influence pricing, implementation strategy, and client adoption for all of their Canadian small business clients. This is a huge opportunity to be in a high-impact leadership position and help shape the future of SBS implementation across our client's Canadian market!
REQUIREMENTS:
- 10+ years of experience in systems implementation or professional services within enterprise-level environments.
- 4+ years of management experience leading large professional teams (25+), with a proven record of building high-performing teams, developing talent, and succession planning.
- Extensive experience managing departmental budgets, financial forecasts, and resource planning to drive operational efficiency and achieve business objectives.
- Proven ability to partner with sales and client teams to influence business decisions, drive adoption, and deliver exceptional client satisfaction at scale.
- Deep expertise in complex, technical systems environments and implementation methodologies, with a strong track record in process improvement, operational excellence, and leading initiatives that enhance client service and implementation delivery.
- Executive-level communication and presentation skills, with the ability to leverage strategic thinking and problem-solving to drive impactful business decisions.
- Must be bilingual – able to speak proficient English and French.
- Bachelor’s Degree.
PREFERRED SKILLS:
- Previous experience working in the FinTech or HCM industry.
RESPONSIBILITITES:
- Lead the Implementation team, ensuring projects are delivered on time, within scope, and on budget.
- Drive productivity, monitor billable hours, and achieve departmental objectives.
- Partner with Sales to influence client decisions, present implementation strategies, and provide accurate project estimates.
- Collaborate with Finance and Sales on pricing proposals that maximize client value and company performance.
- Ensure smooth account transitions from Implementation to Client Service and Operations teams.
- Build and mentor a high-performing team of 25+ professionals, focusing on development, retention, and succession planning.
- Oversee client training programs, ensuring timely, high-quality delivery of products and services.
- Lead process improvement initiatives and act as a strategic liaison across the organization.
