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 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 concerns
• Establish 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.