Implementation Manager Senior

Lead global client implementations that keep trade moving. In this role, you will shape how clients adopt and scale trade and working capital solutions—bringing together people, process, and technology to deliver a consistently strong experience. You will lead a multi-location team and set the standards that make delivery predictable, controlled, and client-focused. Your work will directly influence client satisfaction, operational resilience, and long-term partnerships.

As a Trade Implementations & Service Manager within Trade & Working Capital, you will lead a multi-region team that delivers client onboarding, change activity, and ongoing servicing for global trade products. You will partner with colleagues across sales, product, operations, and technology to plan and execute complex, multi-phase implementations and manage a high-volume service agenda. You will act as a senior escalation point, set clear operating rhythms, and help us strengthen controls while delivering an exceptional client experience.

Job responsibilities

• Lead a multi-location team delivering implementations and servicing in a team-based model, ensuring consistent outcomes, quality, and capacity management
• Drive end-to-end implementation delivery, including scoping meetings, project plans, documentation, approvals, sign-offs, and a smooth handoff to client service
• Partner with internal stakeholders across relationship management, sales, product, operations, and technology to coordinate delivery and maintain strong client coverage
• Serve as a senior escalation point and resolve complex client issues with timely, practical solutions
• Establish governance and operating routines, including status reporting, executive updates, and stakeholder meetings
• Monitor implementation and service queues, prioritizing work to meet agreed timelines and service expectations
• Define and track operating metrics to improve transparency, responsiveness, and client satisfaction
• Identify process gaps and lead change initiatives to improve systems, workflows, and ways of working
• Ensure adherence to relevant policies, procedures, and risk and control expectations across implementation and servicing activities
• Coach team members on trade products and complex transactions, including letters of credit
• Support the organization in balancing new onboarding demand with ongoing change and servicing needs

Required qualifications, capabilities and skills

• Bachelor’s degree or equivalent practical experience
• Experience leading client implementations and/or operational servicing for trade and working capital products
• Experience managing multiple concurrent, multi-phase client deliveries with clear plans, milestones, and dependencies
• Demonstrated people leadership experience, including coaching, performance management, and delivering through a fast-paced service environment
• Strong client-facing communication skills, with the ability to engage both business and technical stakeholders
• Ability to prioritize competing demands, make decisions under deadlines, and maintain high attention to detail
• Experience using operating metrics, reporting, and governance routines to manage work and improve outcomes
• Strong risk and controls mindset, with experience operating in a policy- and procedure-driven environment
• Technology-oriented approach and proficiency with Microsoft Word, Excel, and PowerPoint
• Working knowledge of trade products, including letters of credit

Preferred qualifications, capabilities and skills

• Formal project management training or certification
• Experience leading process improvement or change management initiatives across systems and workflows
• Experience facilitating senior stakeholder meetings and managing conflict constructively
• Experience supporting clients across multiple geographies and time zones