Implementation Specialist II

US-TX-Fort Worth
Req No.
2017-1770
Category
Project/Product Management
Type
Full-Time

Overview

Under the general direction of the Implementation Manager, this position is responsible for the delivery of successful and on-time implementation of new sales as outlined in sales agreements, program changes, mergers, data processor conversions, etc.

Qualifications

  • Serve as project manager and subject matter expert throughout project life cycle. Ensure effective and timely issue resolution and change management.
  • Act as company representative working directly with credit union, vendors, business partners and internal operations to understand requirements, explain impacts to choices, etc. during the project life cycle.
  • Define scope and develop project plan and other associated project documents. Monitor, update and track plan tasks. Facilitate bi-weekly project team meetings including setting agendas, conducting meetings, maintaining issue logs, and distributing meeting notes.
  • Communicate implementation status, problems, issues, risks and successes to project team and management. Escalate issues to Implementation Manager.
  • Provide a detailed hand-off to appropriate Operation areas to ensure customer moves from implementation to production successfully.
  • Accountable for system configuration, testing and contract management. As applicable, deliver solution design and execute user acceptance testing with customers.
  • Serve as subject matter expert on cross-functional project teams for new product development and product enhancements. Navigate through Customer Operations to address the impact of any changes. Create communication plan and coordinate training and product accouncements.
  • Through daily work with customers, internal operation teams and vendors identify, recommend and implement continuous improvements to implementation and back office processes. Solicit post-implementation feedback to identify successes and opportunities and share within the CO-OP Member Center operation as applicable.

 

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

 

EDUCATION and/or EXPERIENCE Bachelor’s Degree in Business, Marketing or Information Technology, or equivalent trade off with professional work experience in the financial services and contact center industries. CAPM or PMP certification preferred. 3-6 years of product and operational knowledge working with financial institutions. For example, lending practices such as consumer open-end and closed end mortgages and home equity loans, lending insurance support operations such as credit insurance, collateral protection insurance and mortgage insurance and loan origination systems including automated decisioning. In-depth knowledge of the credit union movement preferred. 3-6 years of working with contact centers and associated technologies such as phone switches, call delivery, call recording and workforce management systems. Certain products may require detailed knowledge and experience with networking, HTML, XML and browser technologies.

 

SKILLS AND ABILITIES

Demonstrated effective analytical, problem-solving, planning, prioritization and organizational skills. Demonstrated knowledge of/ability to quickly learn products and services offered by CO-OP Member Center. Organizational knowledge in order to acquire adequate resources for effective implementation. Demonstrated experience in leading projects from initiation through closure utilizing project management methodology and tools.

Demonstrated ability to effectively build business relationships with internal and external customers. This ability must include, but is not limited to, strong influencing, persuasion, communication, interpersonal, collaboration, presentation, meeting facilitation skills, relationship building and conflict resolution skills to drive successful execution of implementation plans. Ability to make rapid changes to processes, services and position as needed.

High degree of initiative with ability to work independently and effectively under pressure and within deadlines. Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint and Microsoft Project.

About Us

CO-OP Financial Services helps you leverage the latest technology and trends to strengthen member connections and support growth. We're inspired by our member credit unions to constantly reinvent the ways we serve the changing needs of the credit union movement.

CO-OP unites innovative thinkers with deep experience in the credit union and payments industries to energize innovation and incite progressive ideas. We offer you a continually evolving portfolio of proprietary products and services that keep you at the forefront of emerging trends. CO-OP was created by credit unions, for credit unions. Through technological expertise and thought leadership that make possible new levels of access and convenience, we're committed to being there for you. In the competition to establish your credit union as your members' primary financial institution, you can be there for them. And be more.

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