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Senior Implementation Manager
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Pittsburgh, PA Pittsburgh, Pennsylvania |
About this job
Description
The Senior Implementation Manager (IM) 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.
Qualifications
Required Skills/Experience:
- Five or more years 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. (Min of five years of experience)
- Two or more years experience implementing traditional and virtual Commercial Card Products
- Strong written and verbal communications skills. Must be able 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)
- Strong project management skills with the ability to manage deliverables from multiple partners and work on multiple projects simultaneously in a time-sensitive environment. (Min of 3-5 years of experience)
- Ability to develop relationships with business partners to ensure objectives are met and client has best possible experience.
- Must be able 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, etc.
- Knowledge Preferred: E-Payables, CentreSuite; SmartData; TSYS
Education:
- High School or Equivalent (GED) Required
- Bachelor’s or Master’s Degree preferred
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday
Why Work with Us
At 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 Opportunity
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.
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