Process Manager

Sr. Associate, Process Manager - Treasury Management Implementation The Small Business Bank Senior Associate, Process Manager - Treasury Management Implementation Specialist will possess an in-depth technical knowledge of Treasury Management products. This individual will utilize their expertise to manage the end-to-end implementation process for Treasury Management accounts and provide product implementation support and training to clients. The Treasury Management Implementation Specialist will work closely with the client, Treasury Management Sales Officers, Client Service Teams, and business partners to drive revenue generation by improving client experience and increasing client retention rate through effective management of client implementations. The individual will be responsible for implementing and directing all aspects of Treasury Management products and related service set-up for new and existing clients of Treasury Management Offerings. Acting as a central point of contact for the client throughout the implementation process, the Onboarding Specialist develops a customized plan for each client and directs junior resources and required internal partners (i.e., product, operations, technology, and risk) to ensure delivery of products and services is completed within agreed upon timeframes, with full ownership of end-to-end process from client commitment to revenue generation. General Responsibilities: Operate independently and exercise professional judgment in making decisions that impact the client experience Establish and maintain a high-level of credibility with clients and business partners Provide a best in class client experience, while managing internal and external client expectations Serve as product expert by accompanying and/or supporting sales officers on client calls to explain more complex product set-up to customers, provide feedback and advice on modifications, and help ensure our capabilities meet client needs Acting as a subject matter expert, provide feedback and advice on modifications of Treasury Management Products Will work jointly with Treasury Management Sales on deals prior to sale commitment Facilitate pre-implementation kickoff & post sale call with client (in-person, via teleconference, or via email as required) to review project requirements, develop plan of approach, roles and responsibilities, discuss documents / information required from the client, and determine agreed upon timeframes for completion; regular communication with client and Treasury Management Sales Officer to update status and address issues Effectively manage each implementation as a custom client specific project from end to end while meeting defined SLAs with a focus on expediting revenue generation Maintain a current portfolio of client implementations and related promised dates, monitoring requests in queue to ensure aged items are expedited in a timely basis Individually responsible for the quality and timeliness of all project deliverables, including executing client Operational Instructions, as well as the implementation of relevant project management practices (status reporting, issue tracking etc.) Conduct new client training Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes, and industry knowledge Ability to prioritize daily workload to maximize productivity Perform Peer Review daily on cases assigned for review to ensure highest quality of work Basic Qualifications: High School Diploma, GED or equivalent certification At least 1 year of Treasury Management Operations experience Preferred Qualifications: Bachelor's Degree 2+ years of Treasury Management Operations experience 3+ years of client service experience #J-18808-Ljbffr