Client Implementation Manager

JOB SUMMARY

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.

RESPONSIBILITIES

The Implementation Manager is responsible for ensuring the end-to-end delivery of the Transaction Banking solution and migration activities.

Following are key responsibilities

· Collaborate with Client's team on the areas of implementation such as solution definition, payment file formats, connectivity and security.

· Collaborate with Corporate Client's IT team to establish H2H (Host-to-Host) / API connectivity between Client's and Bank's applications.

· Provide support and manage user test in testing environment and obtain the sign-off.

· Promote the changes made in test environment to production and establish the connectivity with client applications/servers.

· Collaborate with the other technology teams within the bank's applications, business analysts and key business stake holders for client implementation

· Provide the production support during the warranty period and hand over to production support team

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

· Operates in a productive and efficient manner

· Manages implementation for key client deals

· Participates in Post Implementation Surveys

Processes

· Effective usage and discipline of the Implementation system

· Supports project management for Global/Regional implementations

· Participates in discussions with external and internal stakeholders for the implementation

· Helps to ensure seamlessly transition the implemented product and services to service teams for BAU client servicing

People & Talent

· Adopts a data driven culture

· Exceptional collaboration skills and ability to work effectively in a team

· Demonstrates willingness to be brave and speak out

Risk Management

· Proactive risk management; includes delivery + operational risks

Governance

· Complies with data management framework for Implementation system

· Adherence to all local regulatory, legal and compliance requirements

· Adherence to all bank's policy and standards, including eLearning courses for direct reports (where applicable)

· Properly execute implementation governance controls

QUALIFICATIONS

· 3 to 8 years of experience in Transaction banking or related area

· This role requires fluency in Mandarin and Cantonese to serve clients and liaise with Chinese-speaking counterparts.

· Strong product / process knowledge related to Payment products and channels

· Strong experience working directly with clients and excellent stakeholder management skills; Client focused mindset.

· Technology background preferred with knowledge in API, system and technology integrations

· Problem-solver with excellent attention to detail

· Effective interpersonal and communication skills – verbal and written with ability to engage effectively with stakeholders at all levels (internal and external)

· Ability to work under pressure, multi-task, operate with a sense of urgency and deliver to tight deadlines

· Awareness of and experience in project management practices

· Well organised with strong ability to exercise careful judgement, prioritise appropriately & work independently

Key Stakeholders

Internal

· Sales teams

· Product teams

· Service teams

· Operational teams (IMO, GBS, etc.)

· Technology delivery teams (PSS, etc.)

· Channel teams

External

· Client Senior Stakeholders (all segments)

· Third Party Providers