Mgr, Implementation

**JOB SUMMARY**
- Global Implementation is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. The team serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.
- This role involves leading a sub-team of Implementation Managers at the TB Centre Business unit in Kuala Lumpur office while taking responsibility for the management of a team delivering a range of client implementation activities across Transaction Banking products. The TL is responsible to drive and execute the strategy of TB Global Implementation across people, process and technology while working closely with Regional/Global Head on ensuring the end-to-end delivery of the TB solution, including helping with relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to help accelerate revenue realisation.

**RESPONSIBILITIES**
- Key responsibility of the role includes ensuring the end-to-end delivery of the TB solution and migration activities.
- To discuss with Client’s IT team on the following area of integration:

- Connectivity
- Security
- File Format
- Provide support and manage user test in testing environment and obtain the sign-off.
- Provide the production support during the warranty period and hand over to production support team
- At least 5+ years’ experience in Client Implementation with strong delivery focus
- Should have strong project management disciplines
- Knowledge in API, system and technology integrations, and Transaction Banking products
- Creative problem-solver with a strategic mindset
- Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset
- Effectively manage escalation
- Proven track record of successfully delivering large client deals
- Excellent written and verbal communication skills, including presentation skills
- PMP certification is a plus

**Role Specific Technical Competencies**
- Application Programming Interfaces (APIs)
- Client experience, behaviours and preferences
- Operational Risk
- Change/ Project Management
- System and technology integration
- Communication & Presentation skills
- Stakeholder Management
- Strategic Thinking

**Processes**
- Ensures effective and disciplined usage of the Implementation Management system for self and team
- Helps drive the discipline of Client + Project Management across the team
- Has product knowledge in both cash and trade
- Ability to manage ambiguity in uncertain situations and escalates in a timely manner
- Provides inputs to strategize the implementation of key deals or co-created deals
- Proactive client deal management, including providing key inputs into solutions for the clients
- Drive the team to achieve improved implementation cycle time
- Manages implementation for high profile deals (RFP, global/regional mandates)
- Knowledge in identifying cross-sell opportunities
- Provide support to Regional Head/Lead and/or Country Head/Lead in driving an integrated approach with partners to capture client feedback opportunities
- Provide key inputs for management packs, with opportunities to present in management forums on behalf of Regional Head/Lead and/or Country Head/Lead
- Team Lead/Delegate to help drive post implementation activities, including:

- Post Implementation Surveys / client testimonials
- Sharing constructive client feedback with relevant partners

**Strategy**
- Supports the Global Implementation Strategy and actively participates in identifying opportunities to uplift and/or re-establish the profile/identity of the Global Implementations team
- Lead the roll-out of Client Implementation Harmonization
- Provides key inputs to identify and participates in defining Global Implementation initiatives and hub location strategy
- Lead the development of frameworks and/or redesigning of processes, systems, and operating models
- Continuous engagement in collaboration with Product/Channels in the designing of a suite of capabilities and services
- Help drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions
- Help to drive strategic initiatives from Global Implementation function
- Help develop regular connect sessions with Clients, including participating in various client forums/events/conferences
- Drives strategic plan/roadmap of client deal management

**Business**
- Ensure a continuous improvement model is adopted to drive efficiency, including harmonizatio