Client Implementation Manager, TB

Global Implementation is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. The team serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.

Key Responsibilities

The Implementation Manager is responsible for ensuring the end-to-end delivery of the TB solution.

Strategy

Supports the Global Implementation Strategy and actively participates in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementations team

Business

• Participates in a continuous improvement model
• Understands how to identify cross-sell opportunities
• Operates in a productive and efficient manner
• Participates in Post Implementation Surveys
• Help obtain testimonials from clients
• Manage implementation for key client deals

• Effective usage and discipline of the Implementation system
• Support project management for Global/Regional deals
• Help coordinate testing activities, including assisting with the development of test scripts/materials required to execute test plan
• Assist in end-to-end client training, including helping prepare materials and coordination of logistics
• Helps with post implementation activities, including:
• Post Implementation Surveys / client testimonials
• Sharing constructive client feedback with Regional / Country Implementation Head and/or Senior / Global Implementation Manager
• Participates in discussions with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs
• Helps to ensure seamlessly transition the implemented product and services to service teams for BAU client servicing

• Adopts a data driven culture
• Demonstrates willingness to learn process improvement skills, technical competencies, effective communication
• Actively participates in continuous learning and development
• Demonstrates willingness to be brave and speak out

• Proactive risk management; includes delivery + operational risks

• Complies with data management framework for Implementation system
• Adherence to all local regulatory, legal and compliance requirements
• Adherence to all bank policy and standards, including eLearning courses for direct reports (where applicable)
• Properly execute implementation governance controls

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.
• Completion of all mandatory risk and compliance training including e-learning within stated timeframes

Internal

• Sales teams
• Product teams
• Service teams
• Operational teams (IMO, GBS, etc.)
• Technology delivery teams (PSS, etc.)
• Channel teams

• Client Senior Stakeholders (all segments)
• Third Party Providers

• 5 to 7 years of Banking and finance industry experience or similar industry preferred
• Experience in Client Implementation with strong delivery focus
• Has project management disciplines
• Knowledge in API, H2H, Swift system and technology integrations, and Transaction Banking products
• Problem-solver with excellent attention to detail
• Excellent written and verbal communication skills, including presentation skills
• PMP certification is a plus

• Application Programming Interfaces (API)
• Client Experience, Behaviours and Preferences
• Operational Risk
• Change / Project Management
• System and Technology Integration
• Communication & Presentation Skills
• Stakeholder Management
• Strategic Thinking

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.