IMPLEMENTATIONS TRANSITION LEAD

JOB SUMMARY
Implementation Transition Leads are responsible for initiating, planning, executing, monitoring, and closing the training and go-live support for newly converting banks onboarding CSI’s NuPoint platform. Transition Leads act as onsite project managers overseeing the day-to-day operations of customer training, authoring comprehensive project status reports, and ensuring the project meets its goals and deliverables.

KEY RESPONSIBILITIES

• Lead the planning and execution of the training program for assigned banks, ensuring training completion per defined standards.
• Define support plans for assigned projects, working with CSI and bank leadership to finalize and communicate plans to CSI teams.
• Direct the on-site team in executing their work.
• Act as the primary escalation point for complex issue management within CSI and at our banks during the go-live support period. Lead issues management on complex, cross-functional matters requiring a broad knowledge of CSI teams, products, and processes.
• Provide comprehensive daily written updates to ensure CSI and bank stakeholders are informed about the implementation progress.
• Introduce customers to their CSI solutions, including NuPoint Security, Financial Management System, and CSI reporting tools.
• Confirm with CSI team and bank that training objectives have been met during the support period.
• Demonstrate exceptional presentation, communication, and negotiation skills.
• Stay informed on relevant products and enhancements to ensure successful training and conversion.
• Train, coach, and mentor new hires in the role, providing guidance to other transition team members in various functional roles.
• Perform additional duties as assigned.

PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING

• Ensure pre-conversion training is completed by the bank as planned.
• Secure approval from CSI and bank leadership for go-live support plans.
• Lead the CSI support team effectively during the go-live support period.
• Manage issues and risks proactively during the go-live support period.
• Deliver daily executive-level reporting on the status of the go-live transition.
• Ensure all bank sign-off lists are completed, confirming that support training objectives are met.
• Facilitate the handoff from Implementations to Relationship Management and Customer Support teams post-go-live.
• Archive all required documentation per guidelines for future reference.
• Achieve consistently positive customer surveys and project feedback on training and support.

JOB REQUIREMENTS

Education & Certifications

• College or university undergraduate education or equivalent job knowledge.

Experience

• Minimum of five (5) years of relevant experience, typically requiring five (5) or more years of broad banking and/or conversion experience, with proven success in managing high-complexity projects and multiple project engagements.

Required Skills

• Leadership skills
• Effective communication skills with both technical and non-technical personnel, in written and verbal forms
• Strong organizational and time management skills
• Negotiation and persuasion skills with the ability to influence diplomatically and tactfully
• Independent judgment in methods, techniques, and evaluation for obtaining results
• Strong reasoning skills
• Proficient in MS-Office suite and possessing a general technical aptitude
• Strong administrative skills
• Analytical skills

RELATIONSHIP BUILDING

• Regular contact is required with both internal and/or external stakeholders.

DECISION MAKING

• Requires judgment to plan and perform, make general decisions to solve problems, or select a course of action for standard or recognized operational methods.

SUPERVISION RECEIVED

• General Supervision: Assignments are both task- and objective-oriented, with work reviewed for soundness of judgment, adequacy, and accuracy.

WORK ENVIRONMENT

Travel

• Substantial travel required (35-50%).

Physical Demands

• The employee must be physically able to perform all essential job duties, with or without reasonable accommodation, and able to perform job-related tasks/functions as consistent with business necessity.