Implementation Manager

Description

As the Implementation Manager, you will be responsible for directing all aspects of cash management product/service set-up for new and existing clients of Treasury Solutions. You will act as the central point of contact for the client, develop a customized plan for each client, and direct required internal partners (i.e., legal, product, operations, technology, risk, and sales) to ensure delivery of products and services is completed within agreed upon timeframes, with full ownership of end-to-end process from client commitment to revenue generation.

Primary responsibilities include

• Independently manage deliverables from Treasury Solutions team including Sales, Product, New Account Setup Unit (NASU), Operations, and Client Services. Routinely manages the most complex implementations and high revenue clients; deals that require a higher level of expertise and experience.
• Conduct implementation kickoff with client (in person, via teleconference, or via email as required) to review project requirements, develop plan of approach, develop implementation project plan, assign roles and responsibilities, and determine agreed upon timeframes for completion; regular communication with client and Treasury Solutions Sales to update status and address issues. Utilize project plans for managing implementations. Perform postimplementation satisfaction, product usage, and customer billing reviews and provide feedback to Treasury Solutions Sales. 
• Partner with Commercial Priority Services to schedule training sessions with client as needed via webinars, on phone, and in person for one/one interaction on more complex products.
• Proactively participate in sales activities, e.g. client presentations and proposals when required to enhance the client experience. Serve as product expert by accompanying sales officers on client calls to explain more complex product setup to customers, and help ensure our capabilities meet client needs. Will involve travel to client site in some cases.
• Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes, and technologies. Provide feedback and advice on modifications of Treasury Solutions products and proactively identify and communicate process improvement opportunities. Represent Implementation Organization on working groups for new products, enhancements to products, and improvements to business processes.
• Train and mentor less experienced implementation managers. Serve as “resident expert” on particular product setups.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 5+ years relevant banking experience with an operations or customer service team
• Ability to effectively communicate with Implementations, Client Services, TS Sales and RMs
• Ability to plan and prioritize workload to meet critical SLAs
• Experience implementing change and process improvements
• Effectively handles multiple priorities with efficiency and accuracy
• Strong attention to detail
• Effective customer service skills
• Strong verbal/written communication skills with an ability to adapt and tailor message to particular audience (Sales, Product, Operations, Technology, and Client)
• Knowledge of Mainframe applications
• Fluency in Microsoft applications including advanced Outlook, Excel, Word and Power Point.
• Ability to understand technical aspects of product/service, both from a functionality perspective but also from an operations/setup perspective and be able to articulate it to a less technical audience (Client and Sales)
• 3+ years of experience utilizing strong project management skills with the ability to manage deliverables from multiple partners and work on multiple projects simultaneously in a time-sensitive environment
• Ability to develop relationships with business partners to ensure objectives are met and client has best possible experience
• Ability to work under minimal supervision and work well under pressure

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Mon-Fri 8am-5pm EST

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.