Senior Client Implementation Manager - job 2 of 21

What’s it all about?

The Implementation Management Office (IMO) is responsible for managing end-to-end lifecycle of client or network partner implementations (onboarding, offboarding or remediation). This is an exciting time for the Account and Wallet teams as we expand to meet growing commercial demand. We have an opportunity for a Senior Manager of Implementation to lead the team across NA and LAC. You will provide expertise as an individual contributor on client implementations alongside leading the local team and driving the standards as we build for scale and acceleration whilst maintaining the regulatory requirements of the cross border VPL payments. This role may include:

• Serving as the SME on the Account and Wallet implementations within our regulated entity and framework.
• Contact point for in region escalations on client implementation activity.
• Provide project management expertise and conduct 4-eye checks for quality control within governance framework.
• Manage some of the client implementations as an individual contributor alongside the team
• Work with internal teams to build a robust reporting/governance mechanism for high priority changes affecting inflight implementations.
• Co-ordinate the lessons learned workshops and identify opportunities for improvement within the team and across all associated client onboarding workstreams.
• Deputy to the Implementation Director as required.

Essential Functions

What we expect of you, day to day.

This role will report to the Director, Client Implementation (Global) and shall:

• Manage key client implementations end to end, driving stakeholders forward to launch as efficiently as possible.
• Ensure risks are accounted for and that an appropriate risk management process is in place and followed appropriately by the regional implementation team as part of the IMO Governance model.
• Anticipate issues and delays that may occur and put contingency plans in place as appropriate.
• Respond to escalations and challenges that arise and represent the implementation team as required.
• Manage the relationship with both internal and external senior stakeholders, escalating to global leads where pan regions and global team can benefit.
• Work with others to utilize multiple information sources to resolve complex problems, identifying potential solutions and recommendations.
• Act as the Client Implementation SME for multiple initiatives and work closely with the Commercial, Compliance, Network, Product and Technology teams to ensure that we act as One Visa (both internally and externally) and can identify and assist in the resolution of obstacles that may arise.
• Engage and collaborate with internal stakeholders to identify Client impacts of any product or process changes and define required modifications to onboarding and support discussions to address enhancements.
• Responsible for the partnership with Service teams to ensure smooth transition of clients into business-as-usual (BAU) support model.
• Support the knowledge acquisition of the team with regular training and cross skill reviews.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.