Head of Implementation, Canada

7 days ago

Montreal, Quebec, Canada Innovien Solutions Full time

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.

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