As an Implementation Analyst in Private Bank Operations, you will be responsible for directing all aspects of cash management product/service set-up for new and existing clients of the Private Bank. You will act as a point of contact for Bankers supporting a customized plan for each client, and direct required internal partners (i.e., legal, product, operations, technology, risk, and sales) to ensure delivery of products and services are completed within agreed upon timeframes, with full ownership of the end-to-end process.

Primary responsibilities include:

• Independently manage deliverables from the Private Bank team including Product requests, engagement with New Account Setup Unit (NASU), Operations, and Client Experience Teams. Routinely manages the complex implementations supporting high net worth clients.
• Perform post implementation reviews satisfaction, product usage, and customer billing reviews and provide feedback to Private Bank colleagues. Lead training sessions with client as needed via webinars, on phone, and in person for one/one interaction on more complex products.
• Proactively participate in process improvement sessions required to enhance the client experience.
• Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes, and technologies. Provide feedback and advice on modifications of Treasury Solutions products and proactively identify and communicate process improvement opportunities. Represent Private Bank Operations on working groups for new products, enhancements to products, and improvements to business processes.
• Train and mentor less experienced implementation managers. Serve as “resident expert” on product setups. Be willing to join/lead training sessions with the bankers as needed via Teams, on Phone or potentially in person to ensure superior service is delivered to clients. May involve travel to sites in some cases.
• Consistently deliver to a high degree and maintain a solutions-oriented attitude each day contributing to a productive and collaborative work environment.

Qualifications:

Required Skills/Experience:

• 5+ years relevant banking experience with an operations or customer service team
• Ability to effectively communicate with across business units
• Ability to plan and prioritize workload to meet critical SLAs
• Experience implementing change and process improvements
• Ability to develop relationships with business partners to ensure objectives are met and clients have the best possible experience
• Ability to understand technical aspects of product/service, both from a functionality perspective but also from an operations/setup perspective and be able to articulate it to a less technical audience (Bankers and Clients)
• Effectively handles multiple priorities with efficiency and accuracy
• Fluency in Microsoft applications including advanced Outlook, Excel, Word and Power Point.
• Ability to work under minimal supervision and work well under pressure

Hours & Work Schedule:

Hours: 40/week

Schedule: Monday – Friday 8:00 am-5:30pm Hybrid - 3 days in office, 2 days work from home