ICG (TTS) - Regional Implementation Manager

Citibank NA
09 Aug 2017
16 Aug 2017
Contract Type
  • Primary Location: Singapore
  • Education: Bachelor's Degree
  • Job Function: Implementation
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17057019



Regional Implementation
  • Manage multiple regional and/or global client 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 timely delivery of projects and total client satisfaction: Implement client objectives within standard guidelines and timeframes
  • Act as the primary interface to client, while coordinating all internal and external project related activities
  • Support Sales and Account Management teams with sales presentations for large pitches
  • Support RFP preparation: i.e. custom project plans, self-bios, addressing of non-standard implementation related queries
  • Comply with all audit, regulatory and compliance directives
  • Take on additional projects and responsibilities beyond BAU implementations, including:
    • Process improvement initiatives
    • Region-wide Implementation SME for specific products
    • Other business critical initiatives
  • Ensure client participation in Voice of client survey and maintain high satisfaction scores

Day to Day Responsibilities
  • Implement Cash, and/or Trade products for Global Top tier names and multi-product clients
  • Attend and present at pre-win sales calls with the sales team when required
  • Responsible for overall delivery of the product to the client, including engaging and leading a project team of subject matter experts for documentation, file integration, system entitlements, etc. as required for each specific deal
  • Develop the scope of the implementation and project plan ensuring potential problems are identified and implementation is successfully completed
  • Educate/ train clients on operational & service procedures as well as product capabilities
  • Provide client support ensuring client expectations are managed and client is satisfied during the implementation phase as well as ensuring smooth production turnover
  • Appropriately manage and resolve issues and escalations raised throughout the implementation via proper issue tracking and escalation channels
  • Continuously seek to identify opportunities for efficiency and control improvements in the process
    • Implement such improvements whenever possible
  • Act as implementation SME for assigned products, supporting efforts to develop and maintain implementation guides, train country IMs, and new product functionality readiness activities.
  • Identify areas for improvement in systems and processes
  • Discuss with end users regarding experience and future enhancements
  • Analyze usage and provide feedback that has actionable suggestions
  • Train, advise and be the SME on process and technology platforms
  • Plan, conduct and execute testing with users


Main Competencies
  • Achieving/ Driving Results:
    • Needs to be able to identify issues and drive solutions
    • Strong matrix management skills
  • Industry Knowledge:
    • Strong business knowledge to be able to successfully communicate with the client and other internal parties
    • In-depth understanding of the core documentation requirements by product
    • Understanding of Cash Management and Trade Products preferable
  • Global Client Respect/ Service:
    • Need to be client sensitive and client service oriented
    • Have the ability to translate client deliverables into detailed plans
    • Ability to professionally and confidently face off with the client at all levels, up to very senior members
  • Communication : needs to be able to effectively communicate with all parties (oral and written communications), and needs to be skilled at managing expectations internally and with the client
    • exhibit collaborative and inclusive skills, both practical and interpersonal
  • Productivity/ Project Management:
    • Expert project management knowledge
    • Project and resource management
    • Ability to influence others and use resources effectively
    • Able to produce implementation project plans and SOWs for each deal
  • Leading People/ Embracing Diversity:
    • Requires strong leadership and influencing skills
    • Ability to mobilize teams, both internal and external that are not in direct reporting line
  • Risk Management: Excellent risk management skills

Experience Required
  • Education: Bachelors degree or equivalent experience, Masters degree a plus
  • 3-5 years of client management and/or project management experience preferred
  • In-depth knowledge and experience with commercial cards and/or cash products and business processes
  • Strong influencing skills to manage virtual teams
  • Expert knowledge of MS Office products, including MS Project
  • Certified Project Management training / certification preferred
  • A technical background and a strong understanding of human and system interfacing, interaction and design are also highly desirable.