Manager, Implementation Services

Global Payment Holding Company-posted 4 months ago
$74,000 - $80,000/Yr
Full-time • Mid Level
New York, NY
Credit Intermediation and Related Activities
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Manages the implementations and conversions of detailed information technology solutions in the payment card industry. Manages teams who lead and/or execute implementation and conversion projects supporting the company-client relationship, ensuring customer satisfaction. Manages client engagement, scope development, budget analysis, labor planning, and coordination of activities between client and team members. Ensures monitoring of project completion from initiation through delivery to meet revenue and cost projections. Oversees performance of the installation and client acceptance of capitalized equipment, enterprise software systems, related product development, and/or related system implementation and conversion projects. Serves as mediator to internal and client issues and conflicting priorities for members of cross-functional teams focused on the delivery of company solutions to clients. May be responsible for new client training and documentation associated with implementations and conversions.

  • Provides leadership/support for multiple team members who perform high risk client mainframe changes for implementations, deconversions and production clients (BAU).
  • Oversees team tasks that are highly specialized in nature and include the following: complete setup of clients processing needs.
  • Responsible for overall support of clients.
  • Ensures complete setup of clients which includes; processing terms and fee structure, account information such as finance charges, cards, statements, authorization controls, inserting routines, and correspondence.
  • Leads team in process improvements such as building and executing macros for high volume/high risk changes and generating ad-hoc reporting from fields on the master record to provide to clients.
  • Reports to the management on client issues, projects, client maintenance, and process improvements.
  • Participates in client meetings and guides team members on client communication with purpose of providing issue resolution.
  • Primary escalations point for clients while the client is in the implementation/conversion process ensuring maximum accountability and client satisfaction.
  • Available 24X7 to ensure client experience and issue resolution is timely, driving high client satisfaction.
  • Monitors resources and work, identifying additional needs required to provide quality client support.
  • Execute monthly, quarterly and ad hoc department metrics that are reported to executive management.
  • Audits projects to ensure supporting documentation and pricing are correct and within scope of the contract.
  • Bachelor's Degree in a related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
  • Typically a minimum of 6 years related professional experience.
  • Prefer a minimum of 1-2 years experience in a supervisory position.
  • Medical, dental and vision care
  • EAP programs
  • Paid time off
  • Recognition programs
  • Retirement and investment options
  • Charitable gift matching programs
  • Worldwide days of service
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