Head of Client Success

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GENERAL FUNCTION: 
The Customer Onboarding and Implementation Program Manager (Head of Client Success) will be responsible for the onboarding and support of platform relationships and working closely with internal partners across multiple LOBs. Manager will have a demonstrated understanding of current regulations related to the business process(es) or product(s) they support. Collaborate with internal business partners and stakeholders to ensure proactive preparation for audits and exams and develop appropriate content for meetings.  Excellent communication and presentation skills required to provide authoritative advice regarding the operations of the business, appropriate risk identification and monitoring, and prioritization for improvements in the control environment.  They will serve as an input to business leaders on development of forward-looking business strategies.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Plan, assign and monitor workflow of platform onboarding and implementation.
• Provide day-to-day support and guidance across all aspects of the platform onboarding and implementation process.
• Meet with other LOBs to create partnerships among other teams and ensure SLAs and expectations are being achieved.
• Identify opportunities regarding Client service, support, and product improvements to internal partners within Operations, Product and Business Controls.
• Develops, or provides input to business strategies to enhance customer onboarding and implementation process and ensure alignment with management.
• Participate in projects for the development and maintenance of policies and procedures.
• Ensure compliance across all teams that to stay consistent complying with all tax, risk, legal and compliance/audit procedures regulated by Fifth Third Bank.
• Provides oversight of monitoring risk for the business or product, and recommends changes to KPIs, KRIs, limits and relevant reporting, as necessary.
• Review and refine processes employed by the team, adopts best practices.
• Provide timely feedback to relationship team, LOB/s and manager concerning status of implementations, product issues, new sales opportunities, and competitive information.
• Participate in projects partnering with internal business partners to enhance service-related training for internal and external facing products and services.
• Ensure team members are properly trained to empower them to meet performance expectations. This includes initial, follow-up, and ongoing training and communication regarding best practices, service processes, procedures, policies, and guidelines.
• Participate in client communication for product implementations, onboarding/offboarding, problem resolutions and expedition of urgent requests when appropriate.
• Assist in resolving complex client-oriented issues. Identify problems that exist outside normal bank policy and procedural guidelines and escalate to management as necessary.
• Develops and maintains relationships across the business users and Lines of Defense to better understand and deliver requirements by responding to changes in the internal and external business environment.
• Appropriately assesses risk when business decisions are made, demonstrating consideration for the firm's reputation, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Ensure proper backup support for team during vacations, illnesses, and other leaves of absence.

SUPERVISORY RESPONSIBILITIES: 
Responsible for supervising and providing employees timely, candid, and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS