Registration Project Manager
Role Details
Role Title: Registration Project Manager
Company: GSMA Ltd
Location: London
Employment term: Contract Role
Role Description
The GSMA represents the interests of mobile operators worldwide. Spanning 219 countries, the GSMA unites nearly 800 of the world’s mobile operators, as well as more than 200 companies in the broader mobile ecosystem, including handset makers, software companies, equipment providers, Internet companies, and media and entertainment organisations. The GSMA also produces industry-leading events such as the Mobile World Congress and Mobile Asia Congress
Reporting into the Senior Registration Programme Manager, the Registration Project Manager will lead a team of direct reports and matrix managed permanent and temporary staff, to deliver successful GSMA Ltd registration projects.
The Registration Project Manager role will encompass responsibility for all activities associated with defining and delivering event registration from an IT systems, process and operational delivery perspective, both pre-event, onsite and post event.
The role will lead on both existing and new global projects, as these are developed and approved by the management committee and board, and will help shape our registration system and service strategy for the next 3-5 years.
Further, the role will support our drive towards closer integration of our existing registration platforms towards consolidating and standardising both our approach and urtilisation of systems and event attendee customer service delivery.
Pre event
· Support the Customer Care management team to define our registration systems and service strategy, aligned with our business requirements, service provision and event calendar.
· Develop registration solutions around event projects ranging from 400-60,000+ attendees.
· Coordinate and manage RFP processes for registration system and services, including defining requirements, writing briefing documentation, researching supplier networks
· Manage the discovery process to gather, document and agree all registration requirements with the key stakeholders
· Work with the business stakeholders and vendors to agree costs, scope and timescales for delivery of registration systems, onsite registration area and perimeter / session access.
· Work with the Customer Service team to spec and support the delivery of the call centre (if applicable) ensuring all pre-event Customer contact points are in place
· Be the main senior point of contact and first escalation point for all projects that are within the roles sphere of responsibility
· Manage the development and testing process to meet the agreed costs, scope and timescales
· Manage creation of effective documentation for both systems and operational processes, and ensure these are understood and implented by GSMA and vendor staff
· Lead, and be accountable for, all logistical and operational steps pre-event including, but not limited to:
o Forecasting, budgeting and vendor selection
o Resource planning and justification, including onsite staffing
o Layouts, floorplans equipment planning
o Site visits Indentifying registration locations
o Build, security session access control schedules
o Hostess training
· Deliver all Pre event IT systems on time, budget and scope agreed with the business stakeholders
· Ensure training of Exhibitors, partners and GSMA internal staff on IT systems is undertaken
Onsite
· Manage the onsite delivery of all required IT systems
· Manage the set up and delivery of the onsite registration area and perimeter access, this includes, but is not limited to:
o Build up schedule
o Onsite delivery of collateral
o Onsite management of scanning and session access control solution
o Financial processes and reconcillition with Finance dept
· Ensure that the agreed processes are being followed by all Hostesses / staff onsite
· Take proactive action to support the frontline operator and Customer Care team (internal and external) throughout the event to resolve any issues affecting registration and access processing to ensure registration KPI’s are met
Post event
· Ensure Post event data is collected, quality checked and distributed in a timely and effective manner
· Contribute to company debriefs and conduct departmental debriefs with internal stakeholders
General
· Take ownership and lead Vendor relationships within the immediate areas of responsibility. Develop strong working relationships with each Vendor to better drive their understanding and support of GSMA’s objectives.
· Provide a strong focus on key stakeholder engagement for all projects undertaken. This will be demonstrated by clear involvement in the requirements, design, delivery and review with key stakeholders, along with targeted, clear and decisive communications.
· Follow the best practice and project management procedure for all projects and nurture direct report(s) to work within the framework
· Focus on registration improvements to allow greater throughput, efficiency and enhanced user / attendee experience
· Cost effective and on budget project delivery. Focus on measures to reduce bottom line costs and increase productivity /delivery efficiency
· Timeline and Milestone management
· Provide strong focus on launch and support for all projects undertaken. This will be demonstrated by launch planning and operational support, including onsite and post event data reconciliation
What we are looking for
· Operational logistical planning, IT systems development and reg processing experience
· International events experience ideally
· Strong PM skills with recognised Qualification, Prince 2 / APM / PMI
· Enthusiastic, London based professional
· Process management experience essential
· Excellent attention to detail and analytical
· Creative problem solver with practical, solution focused approach.
· Excellent interpersonal and communications skills.
· Excellent Excel skills
About Customer Care
The events business is one of GSMA’s largest revenue streams for funding the initiatives that we carry out on behalf of the mobile telecoms industry. The customer care team play an extremely important role in ensuring GSMA’s clients and members, who regularly participate at our events, are satisfied with the level of support and customer service they receive.
Current events in our portfolio include, but are not limited to; Mobile Asia Congress, Mobile Money Summit and Mobile World Congress - the largest international event of its kind, and the meeting place for the global mobile communications industry and its supplier network. Our events consist of thought leadership conference and seminar content, cutting edge keynotes from the world’s leaders in telecoms, entertainment, high-tech and media, and extensive exhibition, sponsorship, advertising and media components. GSMA always strives to lead rather than follow trends, and has established App Planet, arguable the most talked about apps showcase, which in its first year of existence is already recognised as the leading event of its kind.
To support our drive, vision and ambition, we have set out to create a best in class Customer Care service for our customers, clients and partners, by drawing on best practices in high-tech and the events industries, and consolidating these around our business and services.