Digital Banking - Implementations Manager - Req# 626

COCC; Southington (CT); Hybrid; USD 109,000 - 147,000; Full time

Benefits offered by this job

Hybrid schedules

Paid time off

Tuition reimbursement

On-site fitness centers

Wellness incentives

Career development programs

Lifestyle spending accounts

Job summary

COCC in Southington, CT is seeking an Implementations Manager to lead implementation and conversion activities, oversee a high-performing team, and strengthen client partnerships throughout the customer lifecycle.

You will coordinate resources, mentor staff, and ensure smooth transitions to Customer Service while delivering actionable reports and maintaining service excellence.

Qualifications

• Five years of industry experience.
• Experience with customer support and project management practices.
• Proven ability to solve diverse and complex business challenges.

Responsibilities

• Lead implementation efforts and oversee customer facing activities for the team.
• Coordinate resources and workloads to ensure successful project execution.
• Champion a culture of customer advocacy and service excellence.
• Manage application implementation projects and conversion processes.
• Monitor client objectives during conversions and ensure a smooth transition to Customer Service.
• Review conversion specifications and verify conversion data accuracy.
• Provide guidance and resolution for escalated client concerns.
• Deliver reporting on service performance and customer outcomes.

Skills

Leadership

Customer service

Project management

Communication

Analytical thinking

Education

Bachelor's degree in MIS, IT, or Business

Tools

Microsoft Office

SQL

Job description

What we need...

Are you a strong leader with a passion for client success, project management, and digital banking solutions? COCC is looking for an Implementations Manager to oversee implementation and conversion activities, lead a high performing team, strengthen client partnerships, and help ensure exceptional service delivery throughout the customer lifecycle.

What’s in it for you....

COCC offers a collaborative environment, career growth, and all the benefits you'd expect from an award winning employer, including:

• Hybrid schedules and ample paid time off supporting work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting edge training and educational resources from vendors like SANS, PluralSight, and CBTNuggets
• Generous PTO, benefits, and competitive compensation
• On site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition reimbursement
• One on one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals
• Peer recognition programs

What You’ll do...

• Lead implementation efforts and oversee customer facing activities for the team
• Support employees in delivering outstanding service and maintaining positive client relationships
• Coordinate resources and workloads to ensure successful project execution
• Champion a culture of customer advocacy and service excellence
• Manage application implementation projects and conversion processes
• Monitor client objectives during conversions and ensure a smooth transition to Customer Service
• Evaluate support procedures and implement improvements that increase efficiency and customer satisfaction
• Review project volume and trends to align support resources appropriately
• Provide guidance and resolution for escalated client concernsEstablish and monitor service standards that support departmental and organizational goals
• Deliver reporting on service performance and customer outcomes
• Develop strong partnerships with clients and provide proactive recommendations
• Gather client feedback and follow through on commitments
• Participate in customer meetings, user groups, and focus groups
• Review conversion specifications and verify conversion data accuracy
• Manage project plans, meeting agendas, and project communications for converting clients
• Collaborate with internal teams to address implementation and conversion requirements
• Mentor team members and encourage ongoing learning and development

What You’ll bring...

• Bachelor’s degree in MIS, IT, Business, or an equivalent combination of education and experience
• Five years of industry experience
• Experience with customer support and project management practices
• Proven ability to solve diverse and complex business challenges
• Strong leadership and relationship management skills
• Excellent customer service and communication abilities
• Ability to communicate effectively with internal and external stakeholders
• Experience preparing documentation, presentations, and end user communications
• Strong analytical, problem solving, and conflict resolution skills
• Ability to project COCC's Core Values in client interactions
• Previous experience with banking, online banking, or electronic banking applications preferred
• Proficiency with Microsoft Office applications
• SQL or similar language experience preferred
• Ability to learn new technologies and train others on processes and systems

The salary range for this job is $108,500 - $146,800. This is a hybrid position in Southington.