Citi MY CTSM KL - Regional Implementation Manager - Commercial Cards (APAC) in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree

  • Job Function: Implementation

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17041234

Description

Pre-Implementation:

  • Support RFP preparation: i.e. custom project plans, self-bios, addressing of non-standard implementation related queries

  • Join Sales and Account Management teams for key sales presentations on large pitches and provide input on areas related to implementation processes, requirements, and timelines

Implementation:

  • Manage multiple regional commercial cards implementations ranging in complexity from moderate to complex, numbering from approximately 10-20 depending on scope and complexity

  • Implement deals with highest level of quality and professionalism

  • Ensure total client satisfaction: Implement client objectives within standard guidelines and timeframes using standard project management templates and tools

  • Develop statement of work and project plan for the implementation, and obtain client sign-off on the same. Work closely with the client to keep both current throughout the implementation if any changes to scope or timelines

  • Schedule regular project meetings with the client’s project manager. Provide meeting agenda prior to each meeting, and send meeting minutes after each meeting

  • For global commercial cards deals originated from Asia, act as the primary interface to the client for the globe throughout the implementation lifecycle

  • As the Global Implementation Manager (GIM), coordinate with the regional implementation managers from NA, EMEA, and LATAM regions to ensure a coordinated implementation approach and experience for the client globally

  • For global commercial cards deals originated from regions outside of Asia, act as the primary interface to the client for Asia, and coordinate closely with the GIM from the deal originating region to ensure the Asia implementation is delivered consistent with the global scope and client expectations

  • Engage Technical Integration Manager (TIM) for the client’s Asia file feed requests, and work closely with the TIM to manage timelines, testing, and client expectations around the file feed deliverables

  • Engage country implementation managers to provide in-country implementation support. Provide clear guidance to the country implementation manager regarding project scope, client requirements, and project timelines for their respective countries

  • Provide regular implementation status updates to both internal and client project stakeholders, highlighting key areas of progress and any issues or risks

  • Track all project issues and risks, and engage key partners across the Citi franchise (i.e. Product, Operations, Service, Technology, Account Management, Relationship Management, etc.) to bring issues to resolution

  • Educate/ train clients on operational & service procedures as well as product functionality and/or coordinate with country implementation resources to provide on-site client training

Post Implementation:

  • Provide post implementation monitoring support for all deals once the implementation has been completed, ensuring all implemented solutions are running smoothly for 30 days after live. For any post-live issues that arise, continue to support the client until all issues have been resolved.

  • Provide a hand-over to Service and Operations partners using the agreed processes and templates

Others:

  • Comply with all audit, regulatory and compliance directives. Securely and appropriately manage all client related and Citi proprietary information

  • Take on projects and responsibilities beyond BAU implementations, including:

  • Process improvement initiatives

  • Region-wide Implementation SME for specific products or systems

  • Other business critical initiatives

  • Continuously seek to identify opportunities for efficiency and control improvements in the implementation process, and implement improvements where possible

  • Keep abreast of new Citi commercial cards product features / functionality, and general commercial cards industry trends

  • Become familiar with Citi's proprietary commercial cards client platform and reporting tool, and be able to provide clients with information and guidance on the same

Qualifications

Main Competencies:

Achieving/ Driving Results:

  • Able to identify issues and drive solutions

  • Strong matrix management skills

Industry Knowledge:

  • Strong business knowledge to be able to successfully communicate with the client and other internal parties

  • In-depth understanding of the core documentation requirements to implement a commercial cards program

  • Understanding of and interest in commercial cards product is desirable

Global Client Respect/ Service:

  • Client sensitive and client service oriented

  • Ability to translate client deliverables into detailed project plan

  • Ability to professionally and confidently face off with the client at all levels, up to very senior members

Communication:

  • Ability to effectively communicate with all parties (oral and written communications)

  • Skilled at managing expectations internally and with clients

  • Able to instill confidence in client and internal stakeholders in ability to deliver against commitments

Productivity/ Project Management:

  • Expert project management knowledge

  • Project and resource management

  • Ability to influence others and use resources effectively

  • Able to produce implementation project plans and SOWs for each deal

  • Detail oriented, and effective at following-up

Leading People/ Embracing Diversity:

  • Strong leadership and influencing skills

  • Ability to mobilize teams, both internal and external that are not in direct reporting line

Risk Management:

  • Excellent risk management skills

Required Experience:

  • Education: Bachelors degree or equivalent

  • 7 years of client management and/or project management experience

  • In-depth knowledge and experience with commercial cards and business processes preferred

  • Prior experience in implementation of commercial cards or cash management products a plus

  • Strong influencing skills to manage virtual teams

  • Expert knowledge of MS Office products, including MS Project

  • Certified Project Management training/ certification preferred