Job Description
Role Title: Implementation Manager
Reports to: UK Business Operations Manager
Location: London/Birmingham/Wilmslow
Job Type: Permanent
About EML
EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.
As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
The Role
Due to continued commercial growth, we are recruiting for a Implementation Manager to join our team, based in either London, Birmingham or Manchester (Wilmslow). Reporting to the PFSL – UK Business Operations Manager and working closely with the IT, Sales, KYB and Account Management Teams, this will be a highly developmental role, delivering world class fintech payment solutions to our clients. You will be involved in working closely with all departments, support teams, remote software development teams, quality assurance and vendor partners within varied and demanding projects in addition to leading and managing the team of Client Transition Project Mangers.
The Team Leader plays a crucial role in guiding a team toward successful project completion. The ideal candidate will be a skilled Project Manager, with experience in Managing high-profile key clients and leading a successful team ideally within a Fintech company with the ability to focus more on team building and communication, ensuring the well-being of the team while driving project success.
What you’ll do
* Team Management: Manage the Client Transition/Onboarding Project Management team. Ensuring your team take full responsibility for delivery of any assigned project with the company. Monitor team performance, ensuring they are preparing and maintaining project plans, project milestones, and project documentation to a high standard and are working closely with the Clients to gather key information regarding onboarding of new Clients in addition to new products, services and additional programmes for existing Clients. Be a point of escalation for the team for any issues and ensure barriers to delivery are overcome, remove all risks and interdependencies to ensure the smooth running of all work streams across the team ensuring projects are delivered on time, within scope, and on budget.
* Technical Integrations - Lead the technical integrations of new client programme onboarding and change requests for existing clients, driven products & services. Support product teams from conception to user research, design, development, launch & monitoring for product features including MDES/Digital payments. Provide and/or devise mitigation strategies and implement contingencies as appropriate.
* Client Implementation and Offboarding Oversight: Play a pivotal role in overseeing the delivery of our services in line with regulatory requirements and internal governance. Ensure all departmental policies, procedures and processes are fully documented, continuously assessed for effectiveness and meet the highest standards of quality and customer expectations. Implement, manage and take responsibility for 'best in class' project governance methodologies, standards, documentation and practises and ensure the team adhere to all processes.
* Customer Relationship Management: Build and maintain strong relationships with internal and external teams. Coordinate with development team, clients, external partners and your own team to ensure resource planning and assignment are in place to achieve seamless execution and delivery. Resolve any barriers, issues or concerns promptly to ensure a positive customer experience and continuous improvement. Communicate effectively with internal and external stakeholders to ensure alignment on service delivery goals and expectations. Facilitate regular meetings and updates to keep all parties informed.
* Performance Monitoring, Reporting & Risk Management: Monitor team performance. Keep Senior management, operation teams and clients appropriately informed of progress on all high impact Incident activities. Develop and track key performance indicators (KPIs) to measure service delivery effectiveness. Prepare and present regular reports to senior management on service performance, trends, areas for improvement and risks. Implement strategies to mitigate potential risks.
What you’ll bring
Experience:
* Experience in program or project management ideally in a similar technical role in a fintech/banking environment.
* Successful Team Leader, ideally managing a team of Project Managers.
* Certification and practical experience in at least one Project Management methodology is preferred.
* Proficient in using project management tools to maintain meticulously organized projects,
* You have experience of managing project risks, issues and dependencies and comfortable with taking ownership in delivery of projects on time and within budget.
* Technical aptitude with proven experience of managing projects in both a waterfall and agile environment and with a strong desire to learn and expand knowledge
* You will have experience of managing Client relationships and stakeholders preferably during client onboarding projects.
* Previous experience of working and collaborating with disparate global/virtual teams
Skills:
* Ability to oversee the team’s workflow, ensuring deadlines are met, and maintaining efficiency
* Able to Monitor team progress, provide feedback, and ensure quality standards are met
* Capability to communicate professionally and with confidence to wide audience of stakeholders, peers, teams in multiple locations and executive communication.
* Addressing challenges, making informed decisions, and keeping the project on track.
* A background in financial services is preferred, specifically the areas of Payments or Prepaid Cards, but not required.
* Some experience in implementation of Api and Digital payments MDES Projects in the payments industry
* Well organised with excellent attention to detail with strong analytical and troubleshooting skills
* Team player and be able to work with teams in multiple locations.
Attributes:
* Proactive with initiative and drive and an ability to work in a fast-paced environment
* Able to remain calm under pressure.
* Pragmatic and results driven.
* Excellent communication skills with ability to articulate in both technical and business terms.
* Be able to adhere to company policies and procedures at all times.
* An ability to explain complex systems or process succinctly.
What you will be offered
If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.
* 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!
* Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
* Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
* Company Enhanced Family Leave Options*
* 12 weeks paid New Parent Leave*
* Paid Professional Memberships
* Pension Scheme*
* Short term bonus scheme*
* Company Private Medical Insurance Scheme – 50% covered by EML*
* Long term illness cover – 75% of your basic Annual Salary
* Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
* Employee Assistance Programme – accessible 24/7
* BenefitsHub – get discount vouchers for your favourite retailers
(*some benefits are subject to qualifying criteria)
Company Culture and Values
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
Company Structure
EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.
EEO Statement
Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.