Technical Implementation Manager Lead

Join our team where you'll play a pivotal role in guiding and supporting the onboarding process.

As the Manager of the Technical Client Consulting team, you will be instrumental in transforming our client onboarding experience by leading a team of experts who provide technical consulting and support to large enterprise clients. This role involves managing a team responsible for understanding client requirements, platform solutioning, and ensuring a seamless transition from initiation to production rollout. You will work closely with senior leadership to align the team's objectives with the broader organizational strategy, fostering a culture of continuous improvement and innovation. The ideal candidate will possess a strong background in people management, technical consulting, and client services.

Job Responsibilities:

• Lead and manage a team of technical consultants, providing strategic guidance and fostering professional development.
• Analyze roles and responsibilities to identify areas for improvement and enhance team capabilities.
• Foster a culture of continuous learning and professional growth within the team.
• Collaboratively manage a rotating portfolio of new and existing CB and CIB Merchant Services clients.
• Act as a subject matter expert, advising clients and the Merchant Services core implementations team on products and processes.
• Ensure adherence to compliance standards and operating procedures.
• Understand requirements and platform solutioning for client implementations.
• Define and approve comprehensive client solutions from connectivity to reporting and reconciliation.
• Develop a communication strategy to keep stakeholders informed during onboarding and production validation.
• Establish key performance indicators (KPIs) to measure the success of client onboarding initiatives, and regularly report progress to senior leadership and stakeholders.
• Lead change management efforts to ensure smooth transitions and minimize resistance.

Required Qualifications, Capabilities and Skills:

• Minimum 10 years of work experience; 5 years of experience with Client Services, Implementations, and/or Operations teams.

• Bachelor's degree in Business Administration, Organizational Development, or a related field.

• Strong strategic thinking and problem-solving skills.

• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

• Demonstrated experience in leading successful change initiatives and managing complex projects.

• Ability to promote a culture of teamwork and partnership across the organization.

• Ability to adapt to a changing environment and manage through ambiguity.

• Ability to work in a deadline-driven environment.

Preferred Qualifications, Capabilities and Skills:

• Advanced analytics and presentation capability – Ability to tell stories with data; detect meaningful trends and identify appropriate methods of measurement for business use cases.

• Proven knowledge of the merchant service industry (including PCI), development of operational controls processes, and risk mitigation.

• Understanding of relational database concepts and ability to write SQL.

• Deep data analysis using tools like Toad, Snowflake, and Excel.

• Transaction research using Splunk, OpenSearch, and Olly Search dashboards.

• Extensive knowledge in Merchant Services business verticals, technical platforms, and processes.