RMB Implementation Program Manager - JHB at RMB - Rand Merchant Bank

Job Description

To support the TXB Sales team and the Head of TXB Sales by managing client implementation processes against client expectations, as well as providing SME technical support during the sales discussion.

• Support the TXB Sales Manager during the sales cycle by engaging with the client on technical readiness and scope.
• Once a sale has been formally concluded, meet client and scope the solution, making sure that what was proposed is still valid.
• Apply project management skills to plan and implement delivery.
• Throughout the process, continually meet with clients to discuss their needs and ensure the solution is being implemented to their requirements.
• Continually manage clients’ expectations and resolve / escalate ongoing issues.
• During implementation, identify cross-selling opportunities and refer to relevant TXB Sales team member.
• Post implementation, obtain client sign-off and analyze lessons learnt.
• Based on lessons learnt, apply remedial measures and resolve / escalate appropriately.
• Continually engage with internal teams to scope projects and involve them throughout the implementation process.
• As issues arise, liaise with internal teams to resolve.
• Ensure service delivery is consistent and aligned with client expectations.
• During and/or post implementation, identify lessons learnt, gaps and opportunities to improve
• Resolve / escalate process issues.
• Post implementation, analyze trends and recommend improvements.
• Drive process improvements and track the success thereof.
• Initiate dialogue to build professional working relationships with all stakeholders, displaying excellent abilities to listen, advise, influence, negotiate and present at all levels.
• Lead and facilitate difficult conflict situations into consensual agreements.
• Integrate opinions and information provided by various sources to make strategic decisions.
• Adapt communication styles to meet the needs of different audiences.
• Continually scan the industry to identify opportunities to create strategic partnerships with key individuals and bodies.
• Find opportunities to leverage relationships and promote knowledge sharing, ideas and insights.
• Demonstrates pride in the organization’s brand, services and products by consistently delivering on the brands promise.
• Drive best-in-class solutions and practices.
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Stay relevant and up to date with legislations and new development.
• Maintain a positive attitude and respond openly to feedback.
• Handle stress in ways that do not negatively impact others.
• Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed timeframes and according to quality standards.
• Take ownership of personal career development, leveraging formal and informal opportunities.
• Accurately reads situations and organizational realities.
• Able to set aside personal agenda for the greater good.
• Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices.
• Continually share, debate and communicate learning’s.
• Flag and debate issues constructively.
• Promote a friendly, co-operative climate, understand group dynamics and apply appropriate facilitation techniques in working with others to achieve collective goals.
• Skilled at mentoring/coaching others and resolving conflict.