Manager, Implementation

Title and Summary

Manager, Implementation

The Cross Border TPI team is a global team within the Global Customer Delivery and Care Product Enablement organization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. The team actively collaborates with product owners, development teams, and various Delivery teams to deploy solutions swiftly, efficiently, and with predictability. Responsibilities include aiding customers and prospects from pre‑sales through production by offering enhanced technical guidance and equipping Delivery teams with necessary support, improved processes, and documentation.

• Educate and support new and existing customers on the integration aspect of Cross Border Services product implementations, including consultancy, training, testing, and customized production configurations.
• Partner with Global Product, Customer Delivery, and TECH to provide technical and product expertise support to customers throughout the lifecycle from pre‑sales to production launch.
• Partner with Product Owners and Global Product Integrators to define requirements for product, process, and tool enhancements, ensuring adherence to standards, processes, and best practices.
• Upskill Regional Delivery teams with the technical knowledge required to best support customers through training, documentation, and tooling enhancements with a key focus on cross‑border services.
• Support customers throughout the onboarding journey, including pre‑implementation, ensuring they have the level of understanding required to complete implementation and code to our APIs.
• Partner with Regional Delivery teams to troubleshoot customer integrations during implementation, providing guidance to implement with speed.
• Partner with Global Product Integrators to provide product technical training and enhanced technical documentation for Regional Delivery teams.
• Support collection and reporting of team KPI metrics.
• Participate in strategic conversations with key stakeholders and leadership.
• Engage with key stakeholders across the organization for continuous improvements.
• Partner GPI, Product, and Regional Delivery to enhance the product through programming, unit testing, implementation, and documentation with a focus on seamless customer integration.
• Actively seek opportunities to enhance standards, improve process efficiency, and enhance the customer experience.

• Strong understanding of bank payments systems, technology, and infrastructure.
• Cross border system & network understanding preferred.
• SWIFT messaging standard expertise and experience preferred.
• Experience in complex technology change projects within banks or Fintechs.
• Experience with Mobile and internet banking systems.
• Cross border payment processing experience with FX management, Treasury management, AML & sanctions screening know‑how.
• Experience in payments as a service and cloud banking.
• Experience with ERP and large corporate banking integrations (SAP, Oracle, Ariba).
• Good understanding and knowledge of Software Engineering Concepts and Methodologies is preferred.
• API Expertise is required.
• Working knowledge of SQL, PL SQL and Oracle is preferred.
• Working knowledge of REST services is preferred.
• Working knowledge of cloud‑based application development like PCF or AWS is preferred.
• Working knowledge of web development and technologies is preferred.
• Development experience of cryptography frameworks preferred.
• Customer‑facing support experience required.
• Must be high‑energy, detail‑oriented, proactive, and able to function under pressure to meet tight deadlines.
• Strong verbal and written communication skills.
• Strong relationship, collaboration, and organizational skills with a high degree of initiative and self‑motivation.
• Ability to work as a member of matrix‑based diverse and geographically distributed project team.
• Willingness and ability to learn and take on challenging opportunities.
• Can quickly learn and implement modern technologies, application‑appropriate frameworks and tools.
• Must have exceptional attention to detail.
• Must be proactive in anticipating the customer’s, partners’, and business needs.
• Abil…