Director, Client Implementations Pre-Onboarding

Position Summary

Director of Client Delivery Implementations Pre-onboarding overseas the development and execution of the pre-onboarding processes. This includes supporting pre-sales engagements and crafting the implementation plan to meet client objectives. Responsible for the pre-onboarding administrative tasks such as KYC for new TCH clients, determining the required prefunding and capitalization amounts and securing approvals to begin the implementations to facilitate seamless experience for the clients. Ensure a smooth transition for clients before they move to the formal start of implementation with Tch Core and RTP Implementation leaders to ensure the client implementation strategy is carried out.

Qualifications Required

• Education: Bachelor's degree in a related field (e.g., business administration, management, marketing) or 8-10 years of practical equivalent work experience with client implementation, client relationship management, or a related field.
• Team Leadership: Lead and mentor a team of pre-onboarding professionals, providing guidance and support to ensure high-quality implementation services.
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders (e.g., sales, product, engineering) and external stakeholders (e.g., clients, partners).
• Team Management Skills: Proven ability to lead, motivate, and develop high-performing teams.
• Project Management Skills: Strong project management skills, including planning, execution, and monitoring.
• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with clients and internal stakeholders.
• Problem-Solving Skills: Strong problem-solving skills, with the ability to identify and resolve issues effectively.
• Analytical Skills: Strong analytical skills, with the ability to analyze data and identify trends.
• Industry Knowledge: Knowledge of the payments industry (CHIPS, ACH, RTP, Image) and its clients is a plus
  
  

Essential Functions And Responsibilities

• Client Onboarding: Develop and optimize pre-onboarding processes and playbooks to ensure a smooth and efficient transition from sales to implementation
• Process Improvement: Identify areas for improvement in the pre-onboarding process and implement changes to enhance efficiency and customer satisfaction.
• Client Success: Lead initial client engagement and requirement gathering sessions, understanding their specific needs and expectations before the formal implementation begins.
• Risk Management: Identify and mitigate potential risks associated with the pre-onboarding process, proactively addressing challenges to ensure successful implementation outcomes.
• Performance Management: Set performance goals for the team, track progress, and provide regular feedback and coaching.
• Resource Allocation: Allocate resources effectively to ensure optimal performance and client satisfaction.
• Data Analysis: Analyze client data to identify trends, opportunities, and areas for improvement.
• Process Documentation: Develop and maintain clear and concise documentation of client implementation and management processes.
  
  

Physical Demands And Work Environment

Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Employees will report to the office two to three days each week. Onsite work requirements may change at any time.