Support RFP preparation : i.e. custom project plans, self-bios, addressing of non-standard implementation related queries
Join Sales and Account Management teams for key sales presentations on large pitches and provide input on areas related to implementation processes, requirements, and timelines
Manage multiple regional commercial cards implementations ranging in complexity from moderate to complex, numbering from approximately 10-
20 depending on scope and complexity
Implement deals with highest level of quality and professionalism
Ensure total client satisfaction : Implement client objectives within standard guidelines and timeframes using standard project management templates and tools
Develop statement of work and project plan for the implementation, and obtain client sign-off on the same. Work closely with the client to keep both current throughout the implementation if any changes to scope or timelines.
Schedule regular project meetings with the client’s project manager. Provide meeting agenda prior to each meeting, and send meeting minutes after each meeting.
For global commercial cards deals originated from Asia, act as the primary interface to the client for the globe throughout the implementation lifecycle
As the Global Implementation Manager (GIM), coordinate with the regional implementation managers from NA, EMEA, and LATAM regions to ensure a coordinated implementation approach and experience for the client globally
For global commercial cards deals originated from regions outside of Asia, act as the primary interface to the client for Asia, and coordinate closely with the GIM from the deal originating region to ensure the Asia implementation is delivered consistent with the global scope and client expectations
Engage Technical Integration Manager (TIM) for the client’s Asia file feed requests, and work closely with the TIM to manage timelines, testing, and client expectations around the file feed deliverables
Engage country implementation managers to provide in-country implementation support. Provide clear guidance to the country implementation manager regarding project scope, client requirements, and project timelines for their respective countries.
Provide regular implementation status updates to both internal and client project stakeholders, highlighting key areas of progress and any issues or risks
Track all project issues and risks, and engage key partners across the Citi franchise (i.e. Product, Operations, Service, Technology, Account Management, Relationship Management, etc.
to bring issues to resolution
Educate / train clients on operational & service procedures as well as product functionality and / or coordinate with country implementation resources to provide on-site client training
Post Implementation :
Provide post implementation monitoring support for all deals once the implementation has been completed, ensuring all implemented solutions are running smoothly for 30 days after live.
For any post-live issues that arise, continue to support the client until all issues have been resolved.
Provide a hand-over to Service and Operations partners using the agreed processes and templates
Comply with all audit, regulatory and compliance directives. Securely and appropriately manage all client related and Citi proprietary information
Take on projects and responsibilities beyond BAU implementations, including :
Process improvement initiatives
Region-wide Implementation SME for specific products or systems
Other business critical initiatives
Continuously seek to identify opportunities for efficiency and control improvements in the implementation process, and implement improvements where possible
Keep abreast of new Citi commercial cards product features / functionality, and general commercial cards industry trends
Become familiar with Citi's proprietary commercial cards client platform and reporting tool, and be able to provide clients with information and guidance on the same
Main Competencies :
Achieving / Driving Results : Able to identify issues and drive solutionsStrong matrix management skills
Industry Knowledge : Strong business knowledge to be able to successfully communicate with the client and other internal partiesIn-
depth understanding of the core documentation requirements to implement a commercial cards programUnderstanding of and interest in commercial cards product is desirable
Global Client Respect / Service : Client sensitive and client service orientedAbility to translate client deliverables into detailed project planAbility to professionally and confidently face off with the client at all levels, up to very senior members
Communication : Ability to effectively communicate with all parties (oral and written communications)Skilled at managing expectations internally and with clientsAble to instill confidence in client and internal stakeholders in ability to deliver against commitments
Productivity / Project Management : Expert project management knowledgeProject and resource managementAbility to influence others and use resources effectivelyAble to produce implementation project plans and SOWs for each dealDetail oriented, and effective at following-up
Leading People / Embracing Diversity : Strong leadership and influencing skillsAbility to mobilize teams, both internal and external that are not in direct reporting line
Risk Management : Excellent risk management skills
Required Experience :
Education : Bachelors degree or equivalent
3 years of client management and / or project management experience
In-depth knowledge and experience with commercial cards and business processes preferred
Prior experience in implementation of commercial cards or cash management products a plus
Strong influencing skills to manage virtual teams
Expert knowledge of MS Office products, including MS Project
Certified Project Management training / certification preferred