Client Implementation Manager

We are looking for a Manager – Implementation who will lead and manage end-to-end implementation of clients on ZIGRAM products and managed services, ensuring seamless onboarding, configuration, go-live, and transition to steady-state operations.

This is a client-facing role requiring strong ownership, execution excellence, and cross-functional coordination.

Key Responsibilities

- Lead end-to-end client implementation for products and managed services from contract sign-off to go-live.
- Own implementation planning, timelines, milestones, dependencies, and delivery governance.
- Act as the primary implementation SPOC for clients and internal stakeholders.
- Understand client business, compliance, and operational requirements and translate them into system and service configurations.
- Oversee configuration of workflows, rules, risk frameworks, SLAs, reporting, and managed service models.
- Coordinate closely with Product, Technology, Operations, Compliance, and Managed Services teams to ensure smooth delivery.
- Drive UAT, pilot runs, production deployment, and implementation sign-off.
- Ensure smooth handover to BAU managed services teams, including SOPs, runbooks, and escalation matrices.
- Manage client expectations, risks, issues, and escalations during implementation.
- Ensure all implementations adhere to regulatory, security, and internal governance standards.
- Identify opportunities for process improvement, standardization, and implementation efficiency.

Requirements

- Highly execution-focused individual with strong ownership and accountability.
- Proven experience leading client implementations, onboarding, or managed services transitions.
- Strong understanding of KYC, AML, compliance, risk, or regulatory-driven products (preferred).
- Ability to manage multiple implementations simultaneously in a fast-paced environment.
- Strong stakeholder management and client communication skills.
- Ability to plan tasks, track progress, manage risks, and deliver against timelines.
- Excellent attention to detail with a focus on high-quality, error-free delivery.
- Strong written and verbal communication skills for client interaction, documentation, and reporting.
- Comfortable working cross-functionally and leading delivery teams.

Background of the Candidate

- Graduate or Postgraduate in Business, Finance, Law, Risk, Technology, or a related field.
- 8–12 years of experience in implementation, client delivery, managed services, operations, or consulting roles.
- Prior experience in client-facing roles with responsibility for delivery ownership.
- Experience working with technology-enabled platforms, workflows, or case management systems preferred.
- Strong working knowledge of MS Excel, PowerPoint, and Word for tracking, reporting, and presentations.
- Exposure to fintech, regtech, payments, banking, or compliance platforms is an added advantage.