• Job Description

  Req#: 29371

  Description

  Description

  The CPB Implementation Manager supports the onboarding activities for the Citizens Private Bank, with an emphasis on operational excellence and superior service. This role contributes and champions process improvement ideas and a culture of continuous refinement and enhanced client experience. Develops and maintains effective working relationships with peers while operating effectively in an environment of cooperation and change. Works directly with internal partners to confirm requirements and resolve issues, while identifying and escalating risks/issues where appropriate.

  Primary responsibilities include:

  • Manages the onboarding and setup of Treasury Services
  • Manage requirements and associated project plans by client request
  • Independently manage deliverables from Treasury Solutions partners
  • Serve as a point of escalation on behalf of the client to ensure timely issue resolution.
  • Manage a portfolio of client implementations, monitoring requests in queue to ensure aged items are expedited on a timely basis.
  • Individually responsible for the quality and timeliness of all project deliverables, including executing client contracts that bind the bank, as well as the implementation of relevant project management practices (status reporting, issue tracking etc).
  • Escalate and expedite implementation delays and missed SLAs as appropriate.
  • Enable services in associated systems.
  • Will involve travel to client site in some cases.
  • Conduct implementation kickoff with client (in-person, via teleconference, or via email as required) to review project requirements, develop plan of approach, develop implementation project plan, assign roles and responsibilities, and determine agreed upon timeframes for completion; regular communication with client and Treasury Solutions Sales to update status and address issues.
  • Perform post-implementation satisfaction, product usage, and customer billing reviews and provide feedback to Treasury Solutions Sales.
  • Partner with Commercial Priority Services to schedule training sessions with client as needed via webinars, on phone, and in person for one/one interaction on more complex products.
  • Executes additional tasks as required

  Qualifications:

  Required Skills/Experience:

  • 5+ years relevant banking experience with an operations or customer service team
  • Ability to effectively communicate with Implementations, Client Services, TS Sales and RMs
  • Ability to plan and prioritize workload to meet critical SLAs
  • Experience implementing change and process improvements
  • Effectively handles multiple priorities with efficiency and accuracy
  • Proficient in data entry
  • Strong attention to detail
  • Effective customer service skills
  • Strong verbal/written communication skills with an ability to adapt and tailor message to particular audience (Sales, Product, Operations, Technology, and Client)
  • Knowledge of Mainframe applications
  • Fluency in Microsoft applications including advanced Outlook, Excel, Word and Power Point.
  • Ability to understand technical aspects of product/service, both from a functionality perspective but also from an operations/setup perspective and be able to articulate it to a less technical audience (Client and Sales)
  • 3+ years of experience utilizing strong project management skills with the ability to manage deliverables from multiple partners and work on multiple projects simultaneously in a time-sensitive environment
  • Ability to develop relationships with business partners to ensure objectives are met and client has best possible experience
  • Ability to work under minimal supervision and work well under pressure

  Education:

  Bachelor’s degree preferred

  Hours & Work Schedule:

  Hours: 40/week

  Schedule: Mon – Fri, hours TBD as may need to cover Pacific time

  Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

  Equal Employment Opportunity

  At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

  Equal Employment and Opportunity Employer

  Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

• About the company

  Most innovative community bank in the US w/ @HeardOnHurd @Vault_405 @MidtownBank @RISE405 #cashmob inventor, Pres/CEO @JillCastilla, ❤️ #okc #edmond #MemberFDIC

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