Technical Implementation Manager I - Commercial & Investment Bank

Manage a rotating portfolio of new and existing Commercial Banking Merchant Services clients, ensuring seamless transition from implementation to production. 

Serve as a trusted subject matter expert, advising clients and internal teams on production validations, including authorization performance, downgrades, settlement, and funding. 

Proactively identify and escalate risks or issues to internal partners and stakeholders, driving timely resolution and minimizing client impact. 

Ensure strict adherence to regulatory, compliance, and internal operating standards throughout client onboarding and post-implementation. 

Translate client requirements into effective platform solutions to support successful implementations. 

Define, review, and approve end-to-end client solutions, spanning connectivity, transaction processing, reporting, and reconciliation. 

Develop and execute a clear communication strategy to keep clients and stakeholders informed throughout post-implementation and production validation phases. 

Establish and track key performance indicators (KPIs) to measure the success of clients’ production rollouts, providing regular, data-driven updates to leadership and stakeholders. 

Foster a collaborative culture of teamwork and partnership across functions. 

Handle client and internal escalations with professionalism, sound judgment, and a focus on positive outcomes. 

Operate effectively in a dynamic, deadline-driven environment, managing multiple initiatives simultaneously. 

Minimum of 10 years of professional experience, including at least 5 years supporting Client Services, Implementations, and/or Operations teams. 

At least 5 years of experience diagnosing and resolving complex issues across applications, data messaging, and network connectivity. 

Proven ability to read, interpret, and apply technical product specifications for both transaction-based and file-based integrations. 

Strong strategic thinking and analytical problem-solving capabilities. 

Excellent written and verbal communication skills, with the ability to effectively influence and engage stakeholders at all organizational levels. 

Demonstrated ability to foster a collaborative culture of teamwork and partnership across functions. 

Highly adaptable, with the ability to operate effectively in a dynamic environment and manage ambiguity. 

Ability to perform successfully in a deadline-driven environment. 

Strong organizational skills, with the capacity to prioritize and manage multiple initiatives simultaneously. 

Experience handling client and internal escalations with professionalism, sound judgment, and a focus on positive outcomes. 

Advanced analytics and presentation skills; ability to translate complex data into actionable stories and identify meaningful trends. 

Expertise in the merchant services industry, including PCI compliance, operational control design, and risk mitigation practices. 

Working knowledge of relational database concepts and ability to write and interpret SQL queries. 

Strong analytical capability, leveraging tools such as Toad, Snowflake, and Excel for deep data analysis. 

Hands-on experience conducting transaction research and issue analysis using tools such as Splunk, OpenSearch, and Olly Search dashboards. 

In-depth knowledge of Merchant Services business verticals, technical platforms, and operational processes, including experience with Stratus, Tandem, Orbital, and Commerce platforms.