Implementation Manager

• Oversee Implementation Specialists to ensure they are providing excellent customer service and successfully onboarding assigned Partners.
• Assign Partners in the implementation que/pipeline to the Implementation Specialists.
• Provide the Implementation Specialists with ongoing education and training necessary to perform their role successfully.
• Serve as the primary escalation point for Partners and Processors assigned to the Implementation Specialists.
• Manage assigned Partner implementation plans.  
• Respond to issues and concerns and resolve problems that may occur during the implementation.
• Seek win-win solutions with Partners and handle issues in a timely manner, providing a high level of customer service.
• Coordinate communications with external and internal key individuals to ensure a successful program launch is achieved. Update Partners on the status of the program launch and the solutions to address issues arising during the program transition. 
• Manage and coordinate on-going meetings/calls to ensure a high-level of open communication between all involved parties in the pre-launch, launch, and post-launch periods for assigned Partners. 
• Prepare and distribute status and activity reports and schedules as needed.
• Facilitate introductions for recurring meetings required with key departments within the Bank, such as Compliance and BSA/AML, to ensure programs are aligned with all requirements across all stakeholders, including regulatory requirements.
• Receive approvals and/or sign-offs from necessary Bank departments in regards to Partner testing and launch.
• Provide final Implementation Department approval for Partner testing levels and launch.
• Maintain the implementation software tool to be updated regularly with the most applicable features.
• Maintain the Implementation Template Plans and Master Plan to ensure that they are always relevant and adapted to any new industry requirements.
• Maintain and distribute and/or assign maintenance and distribution of the Partner launch list.
• Provide direction to new Partners regarding the Bank’s guidelines and policies.  Ensure program accuracy and compliance with all appropriate governing entity rules and regulations.
• Manage the project workflow within the established timelines. Manage activities to meet deadlines.
• Work with HR to initiate corrective action and/or development plans, evaluate performance and develop staff members.
• Effectively use Microsoft Office Suite and other applicable software solutions.
• Comply with organizational policies and procedures.
• Represent the organization in a positive and professional manner.
• Attend all mandatory in-services and staff meetings.
• Maintain confidentiality of customer and organization information.
• Maintain effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work with new structures, processes, requirements or cultures.
• Responsible for compliance with the Bank Secrecy Act, and Anti-Money Laundering laws and regulations, including but not limited to, the USA PATRIOT Act and OFAC.  

• 3+ years of experience in the payments industry, preferably in implementation.
• 1-3+ years of project management experience.
• Bachelor’s degree.
• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Excellent problem-solving skills.
• Superior analytical skills.
• Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business community.  
• Ability to effectively present information to top management and employee groups. 
• Ability to write training documents, policies, procedures and correspondence.  
• Ability to comprehend government instructions, develop programs and train personnel.

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