We are looking for a proactive solutions-focused Implementation manager with financial services experience. You would ideally have experience in implementing a new product and commercializing a mission-critical payment platform. The scope of work will be varied and include providing best practices in project management, end to end implementation support, providing training sessions, capturing the voice of the client, conducting post implementation reviews, supporting the corporate onboarding process, managing documentation, client communication and providing seamless client experience through agile methodologies. If you have a keen interest in digital transformation and enjoy working in an international entrepreneurial environment, we would like to hear from you.

Strategic

You will drive the implementation and on-boarding of end users and you have Implementation Officers reporting to you. The venture needs someone from a fintech, banking or payments background looking to deliver a seamless implementation experience and deliver market leading products.]

• Responsible for the end-to-end on-boarding journey
• Monitoring and tracking the performances of the user-onboarding team and coaching them to enhance performance
• Drive the commercialisation agenda by measuring and monitoring transactional flows and users
• Develop deep understanding of product capabilities through proactive engagement
• Recommend process enhancements to improve the implementation experience based on customer feedback
• Demonstrate clear and proactive communication with stakeholders and strive for on-going positive customer feedback
• Define myZoi’s implementation plan and work toward enhancing client experience by collaborating with end users and aligning with business objectives, in consultation with key stakeholders
• Be close to the voice of the customer to ensure the product experience exceeds client expectations
• Develop a deep understanding of the competitive landscape to ensure our product offering is best in class
• Collaborate with key stakeholders across product, operations, compliance, risk, and the sales teamYou will drive the implementation and on-boarding of end users and you have Implementation Officers reporting to you. The venture needs someone from a fintech, banking or payments background looking to deliver a seamless implementation experience and deliver market leading products.

Business

You will manage the client implementation of myZoi with the aim of delivering a best-in class experience to customers.

• Design client implementation plan and project manage implementations
• Manage and monitor the client implementation road map and communicate with stakeholders
• Highlight and escalate critical path items to ensure timely delivery of solutions
• Manage all stages of the implementation lifecycle from documentation to commercial go live
• Work with product development and operations teams to refine and improve processes
• Monitor and evaluate client implementation progress at all stages
• Report implementation progress to internal and external stake holders
• Cross-sell the platform to more users through effective engagement with customers and prospects
• Support with timely resolution of client queries or escalations and help deliver necessary process improvements
• Engage and follow-up with clients to proactively complete the required documentation and requirements for smooth implementation of the solution
• Conduct post implementation reviews to obtain client feedback and ensure to capture the voice of the client
• Work toward continued improvement of user onboarding experience; and elevate user activation and retention

Risk Management

• This role will require working closely with operations, product, compliance, risk policy and sales stakeholders for compliance with existing policies
• You will take ownership of the implementation responsibilities and ensure all governance, compliance and risk aspects are adequately managed and within risk appetite
• Raise and report risk related considerations

People and Talent

You are an established team player with top notch communication skills.

• Ensure you have the requisite skills and experience to perform your role and responsibilities and have a development plan in place for ongoing growth
• Ensure the company values and behaviours are consistently met and demonstrated
• Undertake regular 1:1s with your manager and conduct annual performance & development plans with the user-onboarding team
• Be responsible for upskilling and encourage continuous learning and applying new ways of working

Governance

• Promote the culture of customer centric service with appropriate controls and risk mitigants
• Follow a risk-based approach to decision making
• Use various metrics to identify potential risk for the Company and appropriately escalate them to risk stakeholders
• Ensure timely escalation to senior management of any exception noticed related to work and environment.
• Always strive to have a positive VOC
• Ensure legal and regulatory compliance
• Support internal and external audits and regulatory reviews and reporting requirements

Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Implementation team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, develop and research new business models for effective growth

Key Stakeholders

• Head of Business Development and the Business Development Team
• Operations and Client Service teams
• Product team