SWBC is seeking a talented individual responsible for leading the Operational Implementations function and ensuring the successful implementation of new clients, products, programs, and significant operational changes. Provides leadership and strategic direction to the Implementation team while overseeing implementation priorities, resource alignment, operational readiness, risk management, and client commitments. Partners closely with clients, business leaders, Sales, Product, Technology, Operations, and other key stakeholders to ensure implementations are effectively planned and executed and transition successfully into ongoing operations. Serves as a senior escalation point for complex implementation and operational matters and drives continuous improvement in implementation processes, controls, and client delivery.
Why you'll love this role:
If you enjoy leading teams, developing people, and bringing complex client solutions to life, this role provides the opportunity to make an impact across both the client experience and the organization. You'll lead a talented implementation team, partner with leaders across the business, and help shape how new clients, products, and programs are successfully launched. You'll have the opportunity to solve complex challenges, improve processes, and build an implementation function that delivers consistent, high-quality results for our clients and internal partners.
Essential duties include the following:
- Provides leadership and strategic direction for the Operational Implementations function, ensuring new client implementations, program changes, and other major initiatives are effectively planned, prioritized, and executed.
- Leads, develops, coaches, and supports the Implementation team, establishing clear expectations and promoting accountability, collaboration, professional development, and continuous improvement.
- Provides leadership and guidance to the Implementation Team Lead and Implementation Managers and ensures appropriate assignment and prioritization of implementation activities based on complexity, capacity, business needs, and client commitments.
- Oversees the portfolio of active implementations and maintains visibility into project status, timelines, risks, dependencies, resource constraints, and key deliverables.
- Establishes and maintains implementation standards, methodologies, processes, controls, tools, and reporting to promote consistent and effective execution across the Implementation team.
- Partners with clients and internal stakeholders to understand implementation requirements, operational needs, service expectations, and business objectives.
- Provides oversight of implementation planning and operational readiness for new clients, products, system conversions, and significant program changes.
- Ensures implementation requirements, processes, controls, and operational procedures are appropriately defined, documented, tested, and communicated prior to implementation and transition into ongoing operations.
- Serves as the senior escalation point for complex implementation issues, client concerns, competing priorities, significant risks, and matters requiring cross-functional leadership or executive involvement.
- Facilitates resolution of complex issues by bringing together appropriate stakeholders, establishing accountability for action plans, monitoring progress, and ensuring issues are resolved appropriately.
- Builds and maintains strong relationships with key clients and serves as a senior point of contact for significant implementation and operational matters.
- Partners with Sales, Product, Technology, Operations, Vendor Management, and other business areas to ensure implementation requirements and client commitments are understood and achievable.
- Evaluates implementation capacity, workload, and resource requirements and makes recommendations regarding staffing, priorities, and allocation of resources.
- Identifies implementation risks and trends across projects and proactively develops strategies to mitigate potential impacts to client commitments, operational readiness, and implementation timelines.
- Ensures appropriate communication and reporting of implementation status, risks, issues, and outcomes to senior leadership and other key stakeholders.
- Drives continuous improvement of implementation processes by identifying opportunities to improve efficiency, scalability, controls, documentation, client experience, and overall implementation effectiveness.
- Establishes and monitors appropriate implementation performance measures and uses results, trends, and lessons learned to improve team performance and implementation outcomes.
- Ensures Statement of Work requirements, service level commitments, operational controls, and other client requirements are appropriately incorporated into implementation plans and transitioned into ongoing operations.
- Supports the development and maintenance of implementation documentation, procedures, training materials, standards, and best practices.
- Promotes effective knowledge sharing and cross-training within the Implementation team to strengthen organizational capabilities and provide appropriate coverage.
- Collaborates with business leadership regarding future implementation needs, organizational priorities, process improvements, and opportunities to strengthen the implementation function.
- Represents Operational Implementations in leadership meetings, client discussions, and cross-functional initiatives as appropriate.
- Travels to client locations as necessary.
- Performs all other duties as assigned.
Serious candidates will possess the minimum qualifications:
- Bachelor's Degree in Business Administration, Management, Information Technology, Project Management, or related field from an accredited four-year college or university required.
- Minimum of eight (8) years of progressively responsible experience in financial services, project management, financial technology, client implementations, operations, or related experience required.
- Minimum of three (3) years of leadership, supervisory, or team management experience required.
- Demonstrated experience leading complex client implementations, system conversions, operational initiatives, or large-scale cross-functional projects.
- Strong knowledge of implementation and project management methodologies, operational processes, controls, and risk management practices.
- Strong understanding of financial services operations and the interaction between business processes, technology, data, client requirements, and operational delivery.
- Demonstrated ability to lead, develop, coach, and motivate employees and build a collaborative, high-performing team.
- Demonstrated ability to oversee multiple complex initiatives and effectively establish priorities based on business needs, client commitments, risk, and available resources.
- Strong leadership and decision-making skills with the ability to effectively navigate complex or ambiguous situations.
- Strong analytical and problem-solving skills with the ability to identify risks, evaluate alternatives, and develop effective solutions.
- Excellent client relationship management skills with the ability to effectively manage sensitive or escalated client situations.
- Excellent ability to establish relationships, build consensus, and influence stakeholders across multiple levels and functional areas of the organization.
- Excellent facilitation, negotiation, and conflict resolution skills.
- Excellent verbal and written communication skills, including the ability to effectively communicate complex information to clients, employees, and senior leadership.
- Excellent organizational and multi-tasking skills with the ability to manage multiple priorities in a fast-paced environment.
- Proficient Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
- Working knowledge of project management tools and methodologies.
- Able to travel locally or nationally by car or plane as business needs require.
- Able to sit for long periods of time performing sedentary activities.
- Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
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