Role Review
• Senior Manager leading technical implementation delivery for ImageCentre and all DirectLink products across banking and financial institution clients
• People and delivery manager — responsible for team performance, talent development, capacity planning, and operational excellence within the implementation practice
• Serves as the primary escalation path for after-hours and weekend support during client go-live stabilisation periods (minimum 2 weeks post go-live)
• Client-facing leadership role requiring executive-level communication, issue resolution, and stakeholder management with US-based banking clients
• Must work US business hours; 15% travel to client sites and internal engagements as required
Delivery & Operations Management
• Oversee end-to-end delivery of ImageCentre and DirectLink implementation projects across the portfolio
• Monitor project health, milestone adherence, and quality of deliverables across concurrent client engagements
• Drive standardisation of implementation processes, methodologies, and documentation practices
• Manage delivery risks, scope changes, and cross-team dependencies proactively
• Excellent time management skills — prioritise across multiple projects, teams, and stakeholder demands simultaneously
Platform & Technical Knowledge
• ImageCentre — working technical knowledge across installation, configuration, and implementation lifecycle
• DirectLink (all products) — working technical knowledge of the full DirectLink product suite including Teller, Host Integration, and distributed capture modules
• Sufficient technical depth to evaluate team outputs, review solution designs, and provide informed guidance on escalated issues
• Understanding of item processing and distributed capture workflows to support delivery oversight and client conversations
• Ability to engage credibly with technical teams and clients on platform capabilities, constraints, and solutions
Escalation & Issue Resolution
• Excellent issue resolution skills — own and drive resolution of complex, escalated technical and operational issues
• Primary escalation path for after-hours and weekend support for newly implemented clients (min. 2 weeks post go-live)
• Facilitate rapid root-cause analysis and corrective action across implementation and platform teams
• Manage client escalations with composure, clarity, and accountability; restore confidence and drive to resolution
• Establish escalation protocols and support frameworks to minimise recurrence and improve team response capability
People Management & Talent Development
• Excellent management skills — lead, motivate, and develop a team of implementation analysts across multiple skill levels
• Talent assessment — evaluate team member capabilities, identify skill gaps, and build development plans
• Excellent training and mentoring skills — coach analysts at all levels; cultivate a high-performance implementation culture
• Performance management — set clear objectives, provide regular feedback, and manage accountability
• Workforce and capacity planning — align staffing to project demand, manage utilisation, and support resource allocation decisions
Leadership, Soft Skills & Work Requirements
• Excellent communication skills — presents complex information clearly to clients, executives, and cross-functional teams
• Senior leadership presence — influences without authority, builds trust, and drives alignment across stakeholders
• Contributes to practice strategy, hiring decisions, and operational planning at the management level
• Champions continuous improvement, knowledge sharing, and a collaborative team culture
• Must be available to work US business hours (North America client base)
• 15% travel required for client site visits, team engagements, and strategic meetings