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Senior Implementation Manager

Company: Citizens
Location: New Bedford
Posted on: January 15, 2022

Job Description:

DescriptionThe Senior Implementation Manager is responsible for directing all aspects of commercial card products and services set-up and training for new and existing clients of Treasury Solutions. Acting as a central point of contact for the client, the Senior IM develops a customized plan for each client and directs required internal partners (i.e., operations, credit, technology, client services, 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. Operates independently day to day with only general supervision. Makes decisions regarding client on-boarding projects without seeking management approval. Routinely manages less complex and lower revenue client implementations.
Primary responsibilities include:

  • Has lead responsibility for directing a group of internal resources to actively on-board clients utilizing Citizens Commercial Card products to the Bank.

  • Provide a best in class client experience, while managing internal and external client expectations.

  • Responsible for developing requirements and a custom project plan for each client implementation.

  • Independently manage deliverables from Treasury Solutions team including Sales, New Account Setup, Credit, Operations, Technology, and Client Services.

  • Routinely manages the most complex implementations and high revenue clients; deals that require a higher level of expertise and experience

  • Serve as a point of escalation on behalf of the client to ensure timely issue resolution.

  • Manage a portfolio of client implementations, monitoring requests in queue to ensure aged items are expedited on a timely basis.

  • Expertly manage each implementation as a project from end to end while meeting defined SLAs with a focus on expediting revenue generation.

  • Operate independently and exercise professional judgment in making decisions that impact the client experience without seeking management approval.

  • Individually responsible for the quality and timeliness of all project deliverables, including executing client contracts that bind the bank, as well as the implementation of relevant project management practices (status reporting, issue tracking etc).

  • Escalate and expedite implementation delays and missed SLAs as appropriate.

  • Participates 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 set-up to customers, and help ensure our capabilities meet client needs.

  • Active participation in responding to Request For Proposals (RFPs) and support Product team in roll-out of new products

  • Will involve travel to client site in some cases.

  • 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 post-implementation satisfaction, product usage, and customer billing reviews and provide feedback to Treasury Solutions Sales.

  • Lead training sessions with client as needed via webinars, on phone, and in person for one/one interaction on more complex products.

  • Attend meetings and training as required to continue development and to enhance knowledge of commercial card 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.
    QualificationsRequired Skills/Experience:

    • 5+ years of experience in Commercial Card sales, product management, service, or implementation in the commercial banking industry or equivalent corporate experience in a treasury/finance department

    • Detailed knowledge of commercial card products and an understanding of the sales process and the client need that drives usage of these products

    • 2+ years of experience implementing traditional and virtual Commercial Card products

    • Strong written and verbal communications skills; ability to adapt and tailor message to particular audience (Sales, Product, Operations, Technology, and Client)

    • 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

    • Ability to work well with Product Management, Sales, customer and technical system staff to resolve issues and problems

    • Proficient with workflow tools: Sales Force, MS Project, MS Excel
      Preferred Skills/Experience:

      • Knowledge of E-Payables, CentreSuite, SmartData, TSYS, Salesforce

        • Bachelor's or Master's Degree preferred
          Hours & Work Schedule
          Hours per Week: 40
          Work Schedule: Monday - Friday, 8:30AM - 5:00PM
          Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.Equal Employment OpportunityCitizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.Equal Employment and Opportunity Employer/Disabled/VeteranCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Keywords: Citizens, New Bedford , Senior Implementation Manager, Executive , New Bedford, Massachusetts

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