Lead Client Services Program Manager, Actimize

Lead Client Services Program Manager

NiCE Actimize is currently seeking a technical, hands-on, customer-focused Lead Client Services Program Manager to join our dynamic Cloud Professional Services team. This person will be responsible for organizing, mentoring and leading project teams to deploy our business solutions within the financial services sector, while managing multiple concurrent client programs.

The primary responsibility of this position is to deliver managed analytics services to NICE Actimize customers, supporting all aspects of financial crime compliance. Equally important is ensuring high-quality service delivery across North America, enabling the successful deployment of AI-based solutions. The Project Manager is accountable for achieving agreed client outcomes from managed analytics services, including fraud detection, transaction monitoring models, model tuning, and advanced analytics. A key focus of the role is maintaining service health, performance, and long-term value realization for clients. This role is best suited to an individual with a proven track record in delivering Machine Learning models, combined with strong domain expertise in the financial crime compliance sector.

Leadership and Management:

• Lead managed analytics team to meet objectives.
• Manage client relationships schedule weekly / monthly meetings with clients updating them on the team activities and performance versus SLA's.
• Set clear goals and objectives for the delivery of the managed analytics service.
• Provide guidance and support to team members.
• Collaborate with the managed analytics senior leadership team to identify needs for new team members and assist with the hiring process.

Outcome Ownership:

• Own client service outcomes and KPIs
• Ensure analytics work translates into measurable risk reduction, efficiency gains, or regulatory confidence
• Track, explain, and improve KPI performance continuously

Value Management:

• Prioritize work based on impact vs effort
• Balance:
• Risk reduction
• Operational efficiency
• Regulatory expectations

Service Health & Performance:

• Manage services against:
• Outcome KPIs
• Model health indicators
• Identify risks early (model drift, data issues, client dependency)
• Drive corrective actions with Data Science and SMEs

Client Outcome Communication:

• Run and communicate outcome-based client reviews (monthly/quarterly)

Compliance and Regulations:

• Ensure the team adheres to all relevant laws and regulations.
• Stay updated on changes in financial crime legislation.
• Implement policies and procedures to maintain compliance.

Reporting and Documentation:

• Prepare detailed reports on engagement progress and value delivered.
• Maintain accurate records and documentation.
• Present findings to senior management and stakeholders.

Skills and Qualifications:

• Strong leadership and management skills.
• In-depth knowledge of financial crime regulations.
• Track record in delivering cloud-based services.
• Effective communication and reporting abilities.
• Ability to work collaboratively with various stakeholders, both internal and external.

Education & Experience:

• Minimum of 8 years finance domain experience in a supervisory or management role. Anti-Financial crime experience is desirable.
• Previous experience in a regulated financial institution is desirable but not compulsory.
• Excellent verbal and written communication and presentation skills.
• BA/BSc in relevant field required.
• Able to thrive in a fast-paced environment and learn quickly.
• Excellent attention to detail.
• Demonstrated ability to report and present findings.
• Adept with using software to analyze and gather data.
• Highly organized and able to work under pressure to specific deadlines.
• Strong leadership skills.
• Ability to train, mentor, and guide other team members.
• Fluent spoken and written English is a must.
• Professional manner with the ability to articulate and influence by identifying accurate compliance requirements to all stakeholders.
• High level of integrity and discretion, handling confidential information.
• Efficient and logical approach to problem solving.

Inter-Personal Skills:

• Strong proven skills in client relationship building and people leadership.
• Customer facing skills, presenting, and articulating prescribed messaging.
• Proven ability to effectively communicate and influence at all levels of an organization, including C-level executives and decision makers.
• Manage client relationships and individual engagements with a strong focus on excellence.
• Capable of working on multiple overlapping tasks in a fast-paced environment "Can-Do" attitude and problem-solving approach.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams comprised of the best of the best work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCE!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.