D + H Client Implementation Specialist in Toronto, Canada

WHY DO WE LOVE COMING TO WORK EVERY DAY?

At D+H, our incredible team of employees…

Embrace change

We’re flexible, ready to navigate through ambiguity with an open mind, and are energized by our fast-paced environment.

Are driven and motivated

We love a good challenge and are fueled by the opportunity to help shape our future.

Think Innovatively

The world is changing rapidly and we’re always looking for new ways to help our clients grow, compete and optimize their business.

Value Results and Relationships

D+H is a trusted partner to some of the world’s largest banks and corporations and our products are critical to their business. We believe in collaboration and teamwork to achieve the best results.

Your success story starts at D+H. For more information, visit dh.com

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The Retail Solutions business is a key part of D+H’s overall strategy to become a leading, global FinTech provider. Reporting to the Head, Retail Solutions, Product Management Enhancement Services, the Client Implementation Specialist is a professional client facing position responsible and accountable for implementing Enhancement Services programs and achieving a high level of client service and satisfaction. As a member of the Enhancement Services team, the Client Implementation Specialist will also play a role in supporting the Enhancement Services Business strategy and delivering on the Enhancement Services Business Roadmap. By providing and maintaining a single point of coordination and control or holistic view of the Enhancement Services product and program implementation activities, the Client Implementation Specialist is the subject matter expert on the product, the operational environment, the client expectations for delivery and is able to provide guidance to the team on considerations for end-to-end implementations.

Acting in a cross-functional capacity in order to influence and gain support for their efforts, this role coordinates, collaborates, and builds strong working relationships with key internal and external stakeholders. The duties include, but are not limited to, leading a portfolio of client and internal implementation projects, ensuring that business requirements that minimize customization in favour of configurations are accurately captured and implemented, ensuring timelines and budgets are developed and adhered to, ensuring that risks are identified and mitigated, and communicating with clients throughout the implementation lifecycle.

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Specific Accountabilities

  • Delivers on client expectations in accordance with contractual agreements

  • Ensure client satisfaction through delivery of initiatives in agreed upon scope and schedule

  • Assists with the development of Statements of Work to effectively establish and manage implementation scope

  • Identify client opportunities through implementation design to achieve increased sales, improve the customer experience and improve operational performance

  • Supports proposal development to ensure scope is aligned with budget and timeline

  • Define scope and determine work plan for new projects, coordinating project teams and resources.

  • Execute work plan for new projects, partnering with project teams and resources

  • Reviewing, analyzing, evaluating and supporting business systems and user needs related to launching and implementing clients/stakeholders on products

  • Managing and coordinating client on-boarding projects & roll out of product changes across the client base

  • Maintain a complete understanding of the product portfolio

  • Perform a complete analysis of products changes and the potential impact to clients

  • Work with departments and project teams to identify and pursue potential business process and productivity improvements; investigate and identify alternative solutions.

  • Solve Enhancement Services business process and system issues to ensure continued improvement / simplification

  • Coordinate or deliver training to new clients

  • Build strong, positive and influential relationships cross-functionally at various levels across the business, both internally and externally

  • Partner with clients to ensure objectives are identified and achieved

  • Support transition of ongoing activities and SLA monitoring to Client Services team

  • Be outcome driven to provide clients with products that fulfill their needs

  • Monitor, resolve and escalate critical product implementation risks

  • Ensure operational processes effectively mitigate risk for D+H, clients and customers.

  • Understand relevant compliance and regulatory changes and effectively communicate and manage them

  • Other duties as assigned.

Requirements

  • Post-Secondary Education (with a degree in business or technology is an asset)

  • A combination of being business and technical savvy, having a big-picture vision, and the drive to make that vision a reality

  • Effective project management skills, highly organized, and strong multi-tasker who can prioritize and work on many projects simultaneously, both individually and/or as part of a team.

  • Strong client management skills with an ability to develop and maintain long term relationships with clients at various levels across the organization

  • Effective influence and negotiation skills

  • Strong writing skills, including technical writing

  • Excellent verbal communication and presentation skills for working with internal and external clients

  • Strong ability to comprehend user business needs and integrate that understanding with technical skills

  • Strong analytical, process mapping and issue resolution skills

  • Demonstrated ability to work in a matrix organization and a team environment

Experience:

  • 5+ years of hands on business experience, specifically with 2-3 years in software product implementations

  • Experience working with financial institutions

  • Previous experience/conceptual understanding of implementing Software as a Service (SaaS) products and mobile technologies preferred.

  • Previous experience leading user acceptance testing teams through the project life cycle to implementation

  • Experience working in an application driven environment

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

D+H - Where Talent + Technology Inspire

D+H (TSX: DH) is a global leader of financial technology solutions. Our lending, payments and financial technology solutions are trusted by nearly 8,000 clients worldwide, including 29 of the world’s top 50 banks, as well as credit unions, specialty lenders, governments and corporations of all sizes.

With market-leading products and deep expertise in global financial services and technology, D+H stays ahead of banking’s mega trends such as blockchain, faster payments, SaaS, consumerization and changing regulations.

Our broad portfolio of innovative solutions enable our clients to:

  • Reduce costs and streamline processes

  • Achieve compliance and risk control

  • Improve operational scale and efficiency

  • Enhance their customer’s experience

For more than 140 years, our team of dedicated professionals has been working alongside our clients to provide the solutions that meet their needs and the evolving needs of their customers – helping them to grow, compete and optimize their business. Headquartered in Toronto, Canada with more than 5,500 employees in 15 countries, D+H has annual revenues in excess of $1.5 billion and is recognized as one of the world's top FinTech companies on IDC Financial Insights FinTech Rankings and American Banker's FinTech Forward rankings.

D+H is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read D+H’s EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .