Implementation Manager FI

Details

As Project Leader for non-standard or more complex implementations (Loro AO, Clearing representation, WEBFI, etc.), you ensure fast and correct implementations for Local and International Financial Institutions (FI) clients in the field of Payments, ensuring customer satisfaction. You work in an autonomous, self-managing team that reports within a Circle.

Responsibilities

• Analyse incoming requests from FI Sales and verify the requirements of the implementation to be carried out.
• Translate business/implementation requirements into ITS requirements where necessary and develop detailed implementation plans.
• Assist FI Sales in client contact and ensure deliverables are implementable, implemented correctly and on time; this may involve client visits within the Benelux.
• Act as SPOC during the implementation phase: monitor project progress, chase internal parties as needed and regularly update the client and stakeholders via reports and meetings.
• Implement adjustments and find solutions where necessary to ensure timely delivery and client satisfaction.
• Work closely with FI Client Services, FI Sales, FI Product Management, IME experts, FCO team, Hubs in Manila, IRM team and other internal stakeholders.
• Set up FI-clients for Clearing SEPA Indirect Participation in UAT & Production and follow test procedures before implementation to verify developments and procedures have been correctly executed.
• Share relevant technical information, knowledge and best practices regarding FI products, implementations and procedures with team and CLT members; participate in workshops/courses and projects to maintain product and technology knowledge.
• Review and update Workplace Instructions (WPI’s) and procedures related to FI-transactions.

Requirements

• 1–3 years of (payments) experience.
• Bachelor or Master level education.
• Customer-centric, solution-oriented and organized way of working; accurate and with an eye for detail.
• Strong customer service orientation: provide high-quality service, investigate and resolve complex customer issues and identify opportunities to increase customer satisfaction.
• Ability to analyse customer questions and deliver exceptional experiences through empathetic support and high standards of hospitality.
• Able to maintain an overview of multiple tasks, even during peak activity; proactive and a quick learner.
• Able to work both independently and as a team player.
• Working knowledge of English, French and Dutch is required (English is leading in communication with clients — emails, phone and meetings).
• Knowledge of general office software (Excel, Outlook, Word, PowerPoint) and specific applications mentioned (Easyweb, IRM, etc.).
• Familiarity with payments concepts (SEPA, clearing), UAT/testing and requirements analysis is expected.

Wage (gross)

• 2,669 EUR/month (minimum basic wage component provided by legal requirement). This minimum is the floor for the final negotiated compensation.

Benefits

• Flexible working hours and the ability to work from home; daily working time: 7 hrs 45 min.
• Daily refreshments, fully equipped 24/7 gym, game room, modern coffee corner and terrace with grill spot; premises open 24/7 (bring guests for gym/game room up to 2 friends).
• Sick leave compensation up to 80% of monthly salary; life insurance contribution up to 22.14 EUR/month; 3rd pillar contribution up to 3% of monthly salary.
• 24/7 external mental health support; internal and external learning programs; regular teambuildings, social events and communities.
• Extra 3 personal days per year; up to 10 extra vacation days per year; referral bonuses starting from 1,000 EUR; childbirth/adoption, wedding and anniversary bonuses (150 EUR); yearly performance-based bonus.
• Cafeteria points: 50 EUR/month; home office contribution: 20 EUR/month; discounts; warm welcome package; pet-friendly office.