Job Responsibilities:
Senior Manager leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients
People and delivery manager responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice
Serves as the primary escalation path for after-hours and weekend support during client go-live stabilisation periods (minimum 2 weeks post go-live)
Client-facing leadership role requiring executive-level communication, issue resolution, and stakeholder management with US-based banking clients
Must work US business hours; 15% travel to client sites and internal engagements as required
Delivery & Operations Management
Oversee end-to-end delivery of ImageCentre and DirectLink implementation projects across the portfolio
Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements
Drive standardisation of implementation processes, methodologies, and documentation practices
Manage delivery risks, scope changes, and cross-team dependencies proactively
Excellent time management skills prioritise across multiple projects, teams, and stakeholder demands simultaneously
Platform & Technical Knowledge
ImageCentre working technical knowledge across installation, configuration, and implementation lifecycle
DirectLink (all products) working technical knowledge of the full DirectLink product suite including Teller, Host Integration, and distributed capture modules
Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues
Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations
Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions
Escalation & Issue Resolution
Excellent issue resolution skills own and drive resolution of complex, escalated technical and operational issues
Primary escalation path for after-hours and weekend support for newly implemented clients (min. 2 weeks post go-live)
Facilitate rapid root-cause analysis and corrective action across implementation and platform teams
Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution
Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability
People Management & Talent Development
Excellent management skills lead, motivate, and develop a team of implementation analysts across multiple skill levels
Talent assessment evaluate team member capabilities, identify skill gaps, and build development plans
Excellent training and mentoring skills coach analysts at all levels; cultivate a high-performance implementation culture
Performance management set clear objectives, provide regular feedback, and manage accountability
Workforce and capacity planning align staffing to project demand, manage utilisation, and support resource allocation decisions
Leadership, Soft Skills & Work Requirements
Excellent communication skills presents complex information clearly to clients, executives, and cross-functional teams
Senior leadership presence influences without authority, builds trust, and drives alignment across stakeholders
Contributes to practice strategy, hiring decisions, and operational planning at the management level
Champions continuous improvement, knowledge sharing, and a collaborative team culture
Must be available to work US business hours (North America client base)
15% travel required for client site visits, team engagements, and strategic meetings