Implementation & Adoption Manager

WHR Global Consulting; Philippines; On-site; PHP 1,000,000 - 2,500,000; Full time

Job summary

WHR Global Consulting in Makati is seeking an Implementation & Adoption Manager to build and scale Product Adoption as a core customer delivery capability. This role blends customer-facing delivery, operational ownership, and workflow optimization.

You will work with financial institutions to improve platform usage, drive measurable outcomes, and shape scalable adoption practices across our customer base. 5–8+ years of relevant experience and a bachelor’s degree are required for on-site work in

Qualifications

• Bachelor’s degree in a relevant field.
• 5–8+ years in product adoption, product operations, or professional services.
• Hands-on experience with core banking systems (CBS).
• Strong understanding of financial workflows including lending and repayments.

Responsibilities

• Lead end-to-end Product Adoption engagements across client types and industries.
• Define scope, priorities, timelines, and measurable outcomes.
• Drive operational improvements and customer value during deployments.
• Maintain strong client relationships with structured delivery.
• Contribute to discovery sessions and workflow optimization workshops.
• Design scalable adoption playbooks and standardized delivery templates.
• Collaborate across Support, Product, and Delivery teams on priorities.

Skills

Product Adoption

Customer Engagement

Workflow Optimization

Stakeholder Management

Project Delivery

Financial Systems

Communication

Education

Bachelor's degree

Tools

Core Banking Systems (CBS)

Job description

On-site - Makati 5-10 Yrs Exp Bachelor Full-time

Job Description

We are looking for a Implementation & Adoption Manager to build and scale Product Adoption as a core customer delivery capability. This role combines customer-facing delivery, operational ownership, and workflow optimization.

You will work closely with financial institutions to improve how they use the platform, drive measurable operational outcomes, and establish scalable adoption practices across our customer base. You will own high-impact customer engagements, identify workflow inefficiencies, guide customers toward best practices, and help shape the future operating model for Product Adoption.

What You’ll Do

Product Adoption Delivery

• Lead Product Adoption engagements end-to-end across all client types, including high-growth fintechs and complex accounts.
• Define scope, priorities, timelines, and outcomes
• Drive measurable operational improvements and customer value
• Maintain strong customer relationships while ensuring structured execution

Client Discovery & Workflow Optimization

• Understand customer operations, identify inefficiencies, and improve platform usage.
• Conduct discovery sessions and operational workshops
• Analyze real customer workflows and system usage
• Identify incorrect, inefficient, or inconsistent usage patterns
• Design and implement scalable workflow improvements and best practices
• Guide customers toward standardized and efficient operations

Product Adoption Function Development

• Define and scale the Product Adoption operating model.
• Establish intake, prioritization, and delivery processes
• Build scalable approaches for both project-based and continuous engagements
• Define clear boundaries between Product Adoption, Support, and Implementation
• Introduce playbooks, templates, and standardized delivery approaches

Pipeline Ownership & Delivery Prioritization

• Own the Product Adoption pipeline across assigned customers or regions.
• Prioritize initiatives based on impact and delivery capacity
• Maintain focus on high-value work and scalable execution
• Make clear tradeoff decisions to avoid low-impact work

Process Improvement & Enablement

• Improve operational efficiency and reduce repeatable manual work.
• Identify recurring adoption challenges and scalable solutions
• Develop enablement materials, webinars, and best-practice guidance
• Contribute to internal knowledge base and documentation
• Reduce coordination overhead and reliance on ad-hoc support
• Support the growth of the Product Adoption function over time.
• Help hire, onboard, mentor, and guide Product Adoption Specialists
• Establish standards for delivery quality, structure, and execution
• Act as a reference point for Product Adoption best practices

Cross-functional Collaboration & Insights

• Partner across teams to improve customer outcomes and product adoption.
• Work with Support to reduce misuse-related issues
• Collaborate with Product on adoption gaps and usability challenges
• Align with Implementation and Delivery teams on priorities and execution
• Translate customer behavior and operational patterns into actionable insights for Product and Delivery teams

About You

Experience

• 5–8+ years of experience in Product Adoption, Product Operations, Professional Services,
• Implementation, or customer-facing technical delivery roles
• Hands‑on experience working with core banking systems (CBS)
• Strong understanding of financial workflows, including lending, repayments, accounting, and reporting
• Proven track record of improving customer workflows and driving operational impact
• Experience working directly with customers to improve system usage and adoption
• Experience working with fintechs or high-growth financial institutions
• Background in banking, finance, microfinance, or digital lending

Skills

• Strong understanding of financial operations and customer workflows
• Ability to analyze system usage and identify operational inefficiencies
• Experience facilitating discovery sessions and customer workshops
• Strong prioritization and decision-making skills
• Ability to manage multiple stakeholders and competing priorities
• Structured, process-oriented approach to execution
• Excellent communication and customer engagement skills