Project Manager Senior

Role Review

• Senior Manager leading technical implementation delivery for Image Centre and all Direct Link products across banking and financial institution clients

• People and delivery manager — responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice

• Serves as the primary escalation path for after-hours and weekend support during client go-live stabilisation periods (minimum 2 weeks post go-live)

• Client-facing leadership role requiring executive-level communication, issue resolution, and stakeholder management with US-based banking clients

• Must work US business hours; 15% travel to client sites and internal engagements as required
Delivery & Operations Management

• Oversee end-to-end delivery of Image Centre and Direct Link implementation projects across the portfolio

• Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements

• Drive standardisation of implementation processes, methodologies, and documentation practices

• Manage delivery risks, scope changes, and cross-team dependencies proactively

• Excellent time management skills — prioritise across multiple projects, teams, and stakeholder demands simultaneously
Platform & Technical Knowledge

• Image Centre — working technical knowledge across installation, configuration, and implementation lifecycle

• Direct Link (all products) — working technical knowledge of the full Direct Link product suite including Teller, Host Integration, and distributed capture modules

• Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues

• Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations

• Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions

Escalation & Issue Resolution

• Excellent issue resolution skills — own and drive resolution of complex, escalated technical and operational issues

• Primary escalation path for after-hours and weekend support for newly implemented clients (min. 2 weeks post go-live)

• Facilitate rapid root-cause analysis and corrective action across implementation and platform teams

• Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution

• Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability

People Management & Talent Development

• Excellent management skills — lead, motivate, and develop a team of implementation analysts across multiple skill levels

• Talent assessment — evaluate team member capabilities, identify skill gaps, and build development plans

• Excellent training and mentoring skills — coach analysts at all levels; cultivate a high-performance implementation culture

• Performance management — set clear objectives, provide regular feedback, and manage accountability

• Workforce and capacity planning — align staffing to project demand, manage utilisation, and support resource allocation decisions

Leadership, Soft Skills & Work Requirements

• Excellent communication skills — presents complex information clearly to clients, executives, and cross-functional teams

• Senior leadership presence — influences without authority, builds trust, and drives alignment across stakeholders

• Contributes to practice strategy, hiring decisions, and operational planning at the management level

• Champions continuous improvement, knowledge sharing, and a collaborative team culture

• Must be available to work US business hours (North America client base)

• 15% travel required for client site visits, team engagements, and strategic meetings