Global Implementation Manager

Job ID: 31918

Location: Singapore, SG

Area of interest: Operations

Job type: Regular Employee

Work style: Hybrid Working

Opening date: 22 Jul 2025

**RESPONSIBILITIES**
Regional Head, Hong Kong Implementation Managers report direct to position. Further GCNA markets, there is an oversight responsibility (China, Taiwan, South Korea & Japan). With the exception of Japan Implementation resources are present in each market but report locally to Client Solutions Head.**Strategy**
- Works closely across the network to ensure best in class and quality services are being provided to onboarding clients.
- Monitors industry developments to build understanding of clients and their changing needs and priorities during onboarding. Builds strong client relationship and trust.
- Identifies common themes, in particular pain points in implementations and takes steps to streamline the onboarding processes wherever possible.
- Maintains appropriate commercial balance between needs of clients and long-term profitability / efficiency of the business.
- Manage the GCNA Region for the Group Implementation function. Responsible for work allocation Including project and business initiatives as required.

**Business**
- Works closely with Sales/BAM/Product/Coverage teams to fully understand the client and its business and thereby formulate appropriate onboarding plans
- Identifies ways to shorten onboarding times and commence revenue flow as soon as possible.
- Achieve positive client feedback and client’s willing to act as SCB referees for future business.
- Maintain close and collaborative relationships with internal stakeholders and key clients
- Provides regular implementation updates and escalates key issues on a timely basis to senior management
- Clients range in size from small, single market, single product clients to those using multiple products in multiple-markets.
- Top clients, especially multi-market clients, expect global best practice in their interaction with SS and the jobholder needs to be highly client centric, receptive to client requests, whilst also safeguarding the Bank’s commercial and regulatory interests

**Processes**
- **Client Implementations**:

- Complete Client implementations within the agreed timelines.
- Meet the key milestones agreed with the Client
- Complete implementations within budget
- Achieve and aim to exceed all of the Clients’ expected benefits
- Delivery of technical channels to the Client including API’s, H2H, S2B.
- Conduct FSS S2B Training to Clients
- Communicates implementation progress to internal Stakeholders
- Sales Support
- Active engagement in solution design
- Participates in Client meetings/workshops/presentations.
- Support RFP/RFI process
- **Channels Development**:

- Feedback to the Channels team Client feedback and requests for enhancement.
- Support new functionality testing
- Support / coordinate client testing
- **Channels Commercialisation**:

- Participate in Channels roll out campaigns
- Participate in conversion campaigns
- Participate in utilisation campaigns
- **Client Servicing**:

- Monitor and track any open issues from the implementation through to resolution post the Client going live.
- Respond to issues/requests escalated by SS CSM
- Provide advice and support to the Client post implementation

**People and Talent**
- Contributes actively to best practice transfers to educate and support the Implementation function globally.
- Sets appropriate tone and expectations from the FSS team and works in collaboration with risk and control partners locally
- Actively participates in on-going training and development initiatives
- Objectively provides feedback to Client Solution team members and managers, and provides guidance when necessary, to enhance client experience and business outcome.
- Responsible for Client Solutions for Europe & America’s currently consisting of two further personnel situated in New York at Associate Director level.

**Risk Management**
- Proactively maintains an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them.
- Ensures all regulatory and compliance initiatives surrounding the FSS business are understood and adhered to, and escalates any concerns through management, and other channels, in a timely and effective manner

**Governance**
- Maintains awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Delivers ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
- Ensures the process, commercials, and necessary governance are in place to govern the roll-out of the product.

**Regulatory & Business Conduct**
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
- Take personal responsibility for embedding the highest st