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The Implementation Manager supports the onboarding activities for the Citizens Commercial Bank, with an emphasis on operational excellence and superior service. Acting as a central point of contact for the client 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.

Primary responsibilities include

  • Independently manages the onboarding of setup of Treasury Services
  • Provide best in class client experience, while managing internal and external client expectations
  • 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
  • Operate independently and exercise professional judgment in making decisions that impact the client experience without seeking management approval.
  • Partner with Commercial Priority Services to schedule training sessions with client as needed
  • 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).

Qualifications, Education, Certifications and/or Other Professional Credentials

  • Bachelor’s Degree, preferred
  • 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
  • Proficient in data entry
  • 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.
  • Fluency in Salesforce and nCino
  • 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: Monday – Friday, 8:30AM – 5:00PM

 

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