Client Ops Lead Senior Implementation Manager

If you are passionate about interacting with the clients business and resources to effectively oversee and project manage the delivery of Merchant Services products and solutions, you have found the right team.

As a Client Ops Lead Senior Implementation Manager in Merchant Services, you will be responsible for leading and coordinating all aspects of the implementation life cycle and for the customer journey through the implementation of complex projects with regular executive level updates and reporting. You must be able to consult with clients to understand their business needs throughout the implementations process and partner with internal and external stakeholders to execute the project successfully.

• Facilitate team calls, internally and externally to drive implementation deliverables and issue management, while coordinating and drive recurring status calls with the client
• Ensure all projects are properly delivered and transitioned successfully to production owners
• Lead collaboration with the project team to develop and execute the implementation project plan, establishing clear expectations and providing transparency of timelines using project management principles and practices
• Update project tracking tool ensuring updates are clear, concise, and audience specific while providing project updates in a timely and accurate manner, ensuring stakeholders and business leaders receive an accurate and concise status of each project
• Deliver client requirements in a clear and meaningful manner to the intended audience
• Demonstrate creative problem solving and solid judgment/decision making
• Take ownership, escalation and resolution of risk issues when they occur in a timely manner while demonstrating strong controls and risk management as we manage the change to the client and to the firm
• Partner with clients asking the necessary questions to understand their level of knowledge and their processing model ensuring it fits the proposed solution and being an advocate for the client
• Manage clear expectations and understanding, internally and externally with the client by establishing clear timelines and managing documentation requirements
• Navigate implementation to completion by ensuring deliverables are met, holding task owners accountable, and managing issues and escalations

• 5+ years of relevant experience
• Project Management experience, including the use of project plans and issue logs
• Time management and organizational skills
• Strong verbal and written communication skills
• Strong presentation and negotiating skills
• Proven ability to successfully manage conflict, proven team leadership and meeting facilitation skills
• Demonstrated ability to work in a team environment, and ability to adapt to a changing environment
• Some travel may be required (less than 25%) to visit clients

• Strong technical aptitude pertaining to Merchant Services products
• PMP Certification or other Project Training
• BA/BS degree
• Client facing with senior leadership exposure