Manage multiple regional and/or global client implementations ranging in complexity from moderate to complex, numbering from approximately 10-20 depending on scope and complexity
Implement deals with highest level of quality and professionalism
Ensure timely delivery of projects and total client satisfaction: Implement client objectives within standard guidelines and timeframes
Act as the primary interface to client, while coordinating all internal and external project related activities
Support Sales and Account Management teams with sales presentations for large pitches
Support RFP preparation: i.e. custom project plans, self-bios, addressing of non-standard implementation related queries
Comply with all audit, regulatory and compliance directives
Take on additional projects and responsibilities beyond BAU implementations, including:
Process improvement initiatives
Region-wide Implementation SME for specific products
Other business critical initiatives
Ensure client participation in Voice of client survey and maintain high satisfaction scores
Day to Day Responsibilities
Implement Cash, and/or Trade products for Global Top tier names and multi-product clients
Attend and present at pre-win sales calls with the sales team when required
Responsible for overall delivery of the product to the client, including engaging and leading a project team of subject matter experts for documentation, file integration, system entitlements, etc. as required for each specific deal
Develop the scope of the implementation and project plan ensuring potential problems are identified and implementation is successfully completed
Educate/ train clients on operational & service procedures as well as product capabilities
Provide client support ensuring client expectations are managed and client is satisfied during the implementation phase as well as ensuring smooth production turnover
Appropriately manage and resolve issues and escalations raised throughout the implementation via proper issue tracking and escalation channels
Continuously seek to identify opportunities for efficiency and control improvements in the process and Implement such improvements whenever possible
Act as implementation SME for assigned products, supporting efforts to develop and maintain implementation guides, train country IMs, and new product functionality readiness activities.
Identify areas for improvement in systems and processes
Discuss with end users regarding experience and future enhancements
Analyze usage and provide feedback that has actionable suggestions
Train, advise and be the SME on process and technology platforms
Plan, conduct and execute testing with users.
7-10 years of client management and/or project management experience preferred
In-depth knowledge and experience with commercial cards and/or cash products and business processes
Strong influencing skills to manage virtual teams
Expert knowledge of MS Office products, including MS Project
Certified Project Management training / certification preferred
A technical background and a strong understanding of human and system interfacing, interaction and design are also highly desirable.
Bachelors degree or equivalent experience, Masters degree a plus
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group: Implementation
Job Family: Build Management
Time Type: Full time
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