Implementation Support Manager

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging environment?

As an Implementation Support Manager, you will lead and coach a team to deliver timely, client focused implementations and documentation, partner across service, operations and sales, manage escalations, strengthen end to end controls, and drive process and system improvements to improve automation, efficiency, and risk management.

Job responsibilities:

• Provide overall guidance/supervision to the staff during work hours.
• Act as central point of contact and coordinate with partners within the firm (i.e., Service, Operations and Sales) to ensure completion of implementation and documentation requests within agreed Service Level Agreements
• Address issues/concerns/escalations with a sense of urgency.
• Identify process improvements and training requirements of the team
• Understand current processes and challenges to define a future state process and benefits with the goal of enhancing client experience, increasing automation, efficiency, and reducing risk.
• Establish the end-to-end control processes.
• Develop process and system enhancement recommendations
• Ensure a client-centric approach is core across the team
• Ensure a consistent focus on the people agenda - soft-skill coaching and technical training, talent management and retention, clear succession plan and critical activity coverage, rewards, and recognition

• Bachelor's degree
• Strong communication skills, both written and verbal, including the ability to develop relationships across the various Senior Business Leads
• Excellent problem-solving skills to identify, understand and address operational and technical issues. Proactive in displaying these skills and developing solutions.
• Being proactive, and the ability to work in a high-pressure environment with time-critical deliveries
• Control mindset to identify process control gaps, prioritize, and mitigate operational risk
• Good problem-solving skills and can articulate clear and workable solutions
• Ability to be flexible, follow tight deadlines, organize, and prioritize work
• Proficiency in Microsoft Office products including Word, Excel, Access, Power Point and Outlook
• Builds/promotes a client/customer centered organization.
• Escalates issues and concerns in a timely manner with senior team and support resolution
• Promotes partnership; encourages collaboration, information sharing and discussion to break down silos