Senior Implementation Manager

$75,000 - $155,000/Yr

HSBC - Buffalo, NY

Full-time - Mid Level

Buffalo, NY

Credit Intermediation and Related Activities

About the position

The Senior Implementation Manager at HSBC plays a crucial role in transforming revenue opportunities into realized revenue by managing the end-to-end customer implementation function for Payments and Cash Management (PCM). This position is responsible for ensuring that proper staffing, policies, procedures, and work tools are in place to support the implementation function. The role holder will manage complex, high-value client relationships, ensuring that all new and existing business relationships are successfully completed to achieve total customer satisfaction and optimized revenue. In this role, you will manage the entire client implementation process, ensuring a direct bottom line impact by enabling the flow of new revenue through effective client onboarding. You will partner with sales teams to conduct scope and discovery meetings with clients, developing tailored solutions and strategies that align with their business and technical needs. This includes creating Business Requirements Documents and Project Plans that outline clear scopes of work, milestones, deliverables, and timelines for both internal and external stakeholders. As a Senior Implementation Manager, you will act as the single point of contact for clients during the implementation process, taking ownership of client issues and working collaboratively with internal stakeholders to resolve them. You will advocate for clients across HSBC's extensive network, ensuring that implementations proceed efficiently and effectively. Your role will also involve managing the resolution of client issues through various communication channels, including email, telephone, and in-person meetings. Additionally, you will establish and develop close working relationships with relevant country and Group offices to facilitate efficient customer implementation.

Responsibilities

• Manage the end-to-end client implementation process.
• Ensure a direct bottom line impact by enabling the flow of new revenue through the client implementation process.
• Provide a high-quality onboarding experience to enhance customer perception of HSBC.
• Partner with sales to conduct scope/discovery meetings with clients to develop tailored solutions and strategies.
• Develop Business Requirements Documents and Project Plans outlining clear scope of work with milestones, deliverables, and timelines.
• Ensure implementation scope is fully articulated and agreed upon with clients and stakeholders.
• Drive deals through the implementation process quickly and efficiently to enable speed to revenue realization.
• Act as a single point of contact for clients during the implementation process, leading and tracking client issues.
• Advocate for clients across HSBC's network to ensure timely implementation.
• Provide a positive onboarding experience for all new customers.
• Help generate future business from existing customers.
• Manage the resolution of client issues in a timely and accurate manner.
• Coordinate complex client implementation plans involving a wide range of commercial cash management products.
• Establish and develop close working relationships with country and Group offices.

Requirements

• University Degree or equivalent training courses.
• In-depth knowledge of commercial cash management and electronic banking products.
• Proven ability to deliver creative and flexible customer solutions.
• Strong understanding of customer business fundamentals.
• Good level of business acumen and commercial awareness.
• Ability to interact with business customers at all levels.
• Project Management skills.
• Excellent interpersonal skills for building relationships with stakeholders.
• Strong time management, planning, and organizational skills.
• Excellent communication skills, including written and verbal.

Benefits

• Competitive pay and benefits package.
• Access to tailored professional development opportunities.
• Robust Wellness Hub.
• Diverse and inclusive work environment.
• Industry-leading volunteerism policy.
• Generous matching gift program.
• Comprehensive Sustainability and Climate Change Initiatives.