Digital Banking - Implementations Manager - Req# 626

COCC•Southington, CT

13d•Hybrid

About The Position

COCC is looking for an Implementations Manager to oversee implementation and conversion activities, lead a high performing team, strengthen client partnerships, and help ensure exceptional service delivery throughout the customer lifecycle. This role requires a strong leader with a passion for client success, project management, and digital banking solutions.

Requirements

Bachelor’s degree in MIS, IT, Business, or an equivalent combination of education and experience
Five years of industry experience
Experience with customer support and project management practices
Proven ability to solve diverse and complex business challenges
Strong leadership and relationship management skills
Excellent customer service and communication abilities
Ability to communicate effectively with internal and external stakeholders
Experience preparing documentation, presentations, and end user communications
Strong analytical, problem solving, and conflict resolution skills
Ability to project COCC’s Core Values in client interactions
Proficiency with Microsoft Office applications
Ability to learn new technologies and train others on processes and systems

Nice To Haves

Previous experience with banking, online banking, or electronic banking applications preferred
SQL or similar language experience preferred

Responsibilities

Lead implementation efforts and oversee customer facing activities for the team
Support employees in delivering outstanding service and maintaining positive client relationships
Coordinate resources and workloads to ensure successful project execution
Champion a culture of customer advocacy and service excellence
Manage application implementation projects and conversion processes
Monitor client objectives during conversions and ensure a smooth transition to Customer Service
Evaluate support procedures and implement improvements that increase efficiency and customer satisfaction
Review project volume and trends to align support resources appropriately
Provide guidance and resolution for escalated client concerns
Establish and monitor service standards that support departmental and organizational goals
Deliver reporting on service performance and customer outcomes
Develop strong partnerships with clients and provide proactive recommendations
Gather client feedback and follow through on commitments
Participate in customer meetings, user groups, and focus groups
Review conversion specifications and verify conversion data accuracy
Manage project plans, meeting agendas, and project communications for converting clients
Collaborate with internal teams to address implementation and conversion requirements
Mentor team members and encourage ongoing learning and development