Implementation Manager

Payments Division

Financial Institution
Are you ready to manage a team of Implementation Specialists? This is your chance to join a card-issuing sponsor bank that powers fintechs like Robinhood, Marqeta, Brex, and Cash App, where you will play a pivotal role as you direct the successful onboarding of global customers for a variety of payments products. If you are self-directed with a track record of managing multiple projects and the ability to build trust quickly and lead a team, this could be a good fit for you. You will spend 85% of your time in front of your Customers/Partners and interfacing with key departments within the bank, including Compliance and BSA/AML. Additionally, you will focus your Implementation Specialist Team to adhere to implementation plans & timelines. If you have 3+ years of experience in the payments industry, preferably in implementation, with fantastic project management skills, and you enjoy being the point person for communication with internal and external customers, this may be the right job for you! This is a remote role, where you can be based anywhere in the US.

Overview:
Reporting to the Vice President of Payment Services, you will be responsible for leading new program implementations, managing the Implementation department and overseeing Implementation Specialists.    
Key Responsibilities:
  • 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.  
Ideal Background:
  • 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.
Location:
Remote, US
Principal Consultant:
Job Filled Q2 2022
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R&P Group is an executive search firm specializing in credit card recruiting, commercial credit card recruiting, payment processing recruiting, fintech recruiting, card sales recruiting, and prepaid card recruiting. R&P Group's relationship-oriented approach, due diligence and personalized service have led to many long-term clients, both with employers and candidates. R&P Group is based in Sioux Falls, SD and has clients all over the United States.