Client Experience Technology Integration Manager

: In this role the Client Experience Technology Integration Manager will oversee the integration of key Risk Management third- party systems and business processes to ensure optimization of these integrations to the benefit of clients and the company. This role will ensure that disparate systems between client, third party providers and the company are working seamlessly together and communicate and perform in a manner that delivers exceptional client service and company efficiencies. This role will serve as a Subject Matter Expert in the development of strategies, workflow processes, integration builds and rebuilds that unify these systems in a manner that ensures market and client needs are met or exceeded. This role will collaborate with internal, vendor and client teams to identify issues and provide solutions. Essential skills for the role include communication, technical knowledge, and project management expertise. An integration manager ensures that an organization's technology infrastructure supports client experience, retention revenue growth and delivers company and client business objectives. Job Duties and Responsibilities: Key Responsibility #1: Oversee, design, and optimize Risk Management Integrations (35% of Time)

• Oversee the integration, alignment and delivery of Key Risk Management third -party systems integrated to company's Risk Management technology systems.
• Optimize the technology integration efficiencies for the benefit of the client and company.
• Ensure optimized functional and technical system integration and accompanying workflow processes within client and company.
• Participate as a subject matter expert in the technology design and set up along with supporting workflow and operational practices to create a seamless experience for the client.
• Ensures that the disparate systems are functioning and work with clients and company to provide continuous improvement in design and functionality of integrated technical systems.
• Develops, designs, maintains, and updates technical specifications for the integrated systems to ensure client and company specs and requirements are up to date and accurate to ensure system functionality and optimization.

Key Responsibility #2: Leads and Manages Technology related Client Service Experience (30% of Time)

• Serves as the Single Point of Contact, intake manager and key owner of service-related functionality opportunities and failures. Will be required to collaborate with internal teams including Information Technology ( ETG) and Risk Management Operations (RMO), third -party providers and the Client to work to problem- solve system functionality issues and opportunities.
• Will oversee and lead education, technical assistance, troubleshooting and problem resolution in partnership with Field Service Managers and Account Management to ensure client functionality is accurate and optimized.
• Will provide leadership, subject matter expertise, recommendations and oversight to the department and the client to ensure workflow and technology set up, processes and workflows are functional and producing the intended results.
• Will lead and develop strategies and ensure that third-party functionality changes and technology system enhancements are accounted for in Product software roadmaps and that client related changes are managed in a manner that does not impact service, consumer, and company business results.
• Will develop and deploy client communication plan that articulates the required changes and improvements along with detailed plans to ensure client adoption and optimization.
• Will lead manage and train all internal Field Service personnel to ensure they can provide consultancy to clients related to any change in integrated systems and accompanying workflow processes.
• Will provide subject matter expertise, voice of the client, client advocacy, advise and leadership to internal changes to key Risk Management systems including Unitrac, CenterPoint, My Insurance and others to ensure integrated partners and systems are included in key strategic deliverables including but not limited to Risk Management Modernization.

Key Responsibility #3: Technology Product Training and Support (20% of Time)

• Will develop, lead and deploy Lender facing client- level support in the establishment and set up of integrated systems with new client onboarding and implementation, technology migrations and additions of additional Risk management services via merger, acquisition or core processor changes.
• Will develop and deploy Best Practice Standards for the optimization of integrated Risk Management system for Client and Company.
• Will serve as the lead, manage the client experience and ensure voice of the customer requirements in the technology revisions, builds, rebuilds and technology enhancements for key Core Systems including but not limited to build and deploy of Client and Customer Best Practices User Guides and Lender Set up and Process.
• Will provide strong leadership and oversight of key Technology Core System consultants including client facing outputs.
• Will develop, deploy, update, and keep current Client Facing Lender Best Practices Guides for all integrated Risk Management Technology partnerships.
• Will develop, deploy, update and keep current Field Service Department Training and education guides, power point materials, and ensuring Field Service personnel are equipped to provide integrated technology consultancy to Risk Management clients.
• Work in tandem with product technology partners to ensure that training and support services materials, manuals, user guides, system specs, etc. are delivered, communicated, catalogued and maintained current for the company and the client.

Key Responsibility #4: Vendor Management (15% of Time)

• Oversee, manage, and deliver strong vendor level business relationship with assigned vendor technology partners. Partners to be included but not limited to: Symitar, FisServe DNA, Correlation (Payment Recalculation Modules), FICS, Black Knight, Integrated Escrow Services (EPP), RePay, Temenos, and Akuvo
• Establish and deliver ongoing management of key vendor partners in tandem with Director of Risk and Recovery Products. Establish and deliver the monthly vendor meetings, quarterly and annual business operational practices meetings, provide direction and business requirements for optimization of key Risk Management services serviced by company.
• Work in partnership with Product Software Technology, Technology Service Director, Field Service, Integration Product Software, Consultants to ensure a holistic strategy that ensures Client Service is included in Product and Technology roadmaps for internal and external stakeholders.
• Work with SVP of Client Experience and Risk and Recovery on contractual negotiations, deliverables, expense management and financial benefits of renewals and ongoing arrangements with key partners.

Qualifications (Education, Experience, Certifications & KSA):

• High school diploma or GED required; Bachelor's degree preferred; equivalent experience may be substituted for education
• 5-7 years of work-related experience required
• Project Management Certification would be given strong consideration
• Technical level endorsements or certifications from third-party vendor systems would also be a strong consideration

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view our privacy statement click here To view our terms and conditions click here