Director, GTx Client Implementation

JOB SUMMARY / INTRODUCTION

• Accountable for end-to-end delivery and project management of complex implementations for cash management solutions/channels, across clients and propositions. With the increased focus on the wider client base in the country & region, the individual to take up delivery and client implementation program responsibilities for clients involving niche solutions.
• Act as a solution delivery manager for GTB business within CCIB/IB space and contribute to improving Timeto-Revenue for GTB products. Be the first port of call to FAB for many big clients across the region & demonstrate strong levels of collaboration among internal teams.
• Lead the client discussions, interact with clients’ technical consultants in driving the solution/influencing decisions and own the end to end client digital journey.
• Responsible for client’s GTB solution implementation by exploring customers’ requirements and formulating plans in co-ordination with client and FAB stakeholders. The role is expected to pivot into a global proposition, where the results of delivery are closely linked to Digital experience.
• Ability to support key initiatives through calibrated pace of delivery while working under abstraction and being an ambassador in showcasing FAB.
• Delivering strategic initiatives globally in an independent manner and actively contribute to taking our fintech partnerships and product rollouts to the next level.

KEY RESPONSIBILITIES

• Responsible for Time-to-Revenue of deals assigned, ensuring clients are implemented in a fast, controlled and accurate way.
• Ensure complete UAT is performed with clients, with accurate test scenarios/results.
• Accurate project status reporting to internal and external stakeholders.
• Best-practices implementation/sharing, business model evaluation of relevant partners of FAB and mapping client’s digital journey.
• Very meticulous in planning and to take on complete responsibility of cross functional training cash management products, to fellow UAE nationals.
• Close liaison with staff from GTB Advisory, Client Services, Channel Support, (Global) branch network, Relationship Managers, IT Desk, Operations and other relevant stakeholders in the implementation process.
• Participate in review of client agreements, service standards and service quality to ensure that we meet and exceed the expectations of our clients.
• Assist our clients in understanding and using our GTB products and channels.
• Lead external and internal clients in migrating towards GCN channels and impart best practices.
• Lead implementation of local, regional cash management solutions of varying size and complexity.
• Lead a project from a different discipline/country end to end to gain maximum cross functional knowledge.
• Continuously reduce implementation cycle time, minimize deal slippage & associated revenue conversion lead time, all aiming to improve Time-to-Revenue.
• Accurately report project status, escalating effectively for “on hold” & slow moving deals.
• Disciplined application of structured project management methodologies throughout the implementation life cycle, ensuring effective project control and delivery to plan.
• Co-ordinate with Advisory, Product Management, Client Management and IT/Operations partners to ensure client satisfaction. Navigate in the bank on behalf of client, leveraging bank resources & escalation channels as required to ensure smooth delivery.
• Effectively manage client relationships and ultimately act as trusted implementation advisor.
• Enhanced client satisfaction should be reflected in positive client survey scores & documented during detailed post implementation reviews & case book write ups for future implementation usage & marketing purposes.
• Attention to detail and comfort dealing with completing administrative work associated with client implementations.
• Continuously initiate & drive process enhancements.
• Effective workload management/prioritization to increase capacity/productivity within the implementation team.
• Effective maintenance & communication of MIS and project metrics. Provide ongoing senior management updates on key projects as required.
• Perform strategic projects, as required.
• Participate in staff forums & survey processes.
• Ensure 100% adherence to compliance rules and support all audit protocols as appropriate.
• Deliver a minimum of 1 innovation, automation or process-improvement initiatives per year.
• Drive adoption of new digital capabilities, products and innovative solutions.
• Demonstrate measurable improvement in Time-to-Revenue, process efficiency or client experience.
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

REQUIREMENTS / QUALIFICATIONS

• Degree in Finance, Accounting, Economics, Commerce or equivalent discipline.
• 15-18 years of relevant experience in individually driving client implementations, Strategize digital solutioning for clients etc.
• A confident self-starter, motivated, with aptitude and willingness to undertake self-learning.
• Should have driven client implementations individually end to end, including periodic review.
• Must demonstrate a keen interest to learn the business and its processes, in order to best support our clients.
• Must demonstrate the ability to analyze and understand complex problems, make sound (technical) decisions, provide recommendations, and communicate solutions in a proactive manner.
• Must have excellent verbal and written communication skills and be able to articulate concepts effectively to Business users, clients, ERP consultants, operational teams and technologists at all levels of seniority within the client and the bank.
• Ability to have a consultative approach with IT and business partners within both the bank and the client.
• Must have work experience in digital banking channels including Host to Host solutions, and should be familiar with Virtual Account Management & new LMS concepts.
• Knowledge of ERP/accounting/Treasury systems used by clients for reconciliation is essential.
• Knowledge around Machine Learning/Artificial Intelligence and recent trends is necessary including knowledge around Blockchain/Crypto propositions.
• 360* view of all cash management and working capital products/solutions is required.
• Service driven approach.
• Ability to convince clients and interact with them in good and difficult conditions.
• Analytical skills to track revenue opportunities.
• Strong interpersonal skills.
• Basic sales & business mind-set.

Preferred / Beneficial

• Professional qualification in Cash Management/Project Management preferred.