Job Summary
We are seeking an experienced Project Manager to join our dynamic team in the banking industry. This role focuses on leading the customer service aspect of software conversions and upgrades, ensuring a seamless transition and exceptional customer experience. The Project Manager will be responsible for coordinating all activities related to the project including managing timelines, deliverables, and communications. The ideal candidate has a strong background in project management, exceptional communication skills, and a passion for delivering outstanding customer service.
About The Company
Superior helps financial institutions in all sectors drive performance and deliver results while improving their customers' experience with our premier service and dedicated management solutions. We achieve outstanding results by fostering an environment that empowers employees and encourages teamwork - taking personal responsibility for the company’s success.
Responsibilities
- Project Planning and Coordination:
- Develop comprehensive project plans, including timelines, resources, and deliverables.
- Coordinate with client stakeholders and internal teams to ensure customer service requirements are captured and integrated into the overall project plan.
- Conduct regular project meetings to provide updates, address issues, and manage expectations.
Deliverable Management
- Monitor and manage the delivery of project-related tasks and deliverables, ensuring they align with project milestones and objectives.
- Collaborate with cross-functional teams, such as IT, marketing, and operations, to ensure timely and accurate completion of deliverables.
- Track and report on the progress of deliverables, addressing any bottlenecks or issues that may arise.
Documentation and Communication
- Create project briefs, specification documents, and other relevant documentation to ensure clear communication of requirements.
- Work closely with stakeholders to gather and document specifications, ensuring a comprehensive understanding of expectations.
- Regularly communicate project updates, challenges, and successes to internal teams and external stakeholders.
Marketing Deliverables
- Collaborate with the marketing team to execute customer communication strategies during software conversions.
- Coordinate the creation of marketing materials, including emails, landing pages, phone scripts, FAQs, and training materials, to support the software conversion process.
- Ensure marketing deliverables align with project timelines and customer service objectives.
System Configuration and Report Generation
- Work closely with internal teams to configure software systems according to project requirements and business needs.
- Generate regular reports on customer service metrics and key performance indicators to measure project success and identify areas for improvement.
- Validate and analyze data outputs, ensuring data integrity and reliability.
Best Practices and Process Improvement
- Stay up-to-date with industry trends and best practices related to software conversions and upgrades in the banking sector.
- Provide recommendations and guidance on customer experience methodologies, tools, and techniques to optimize project outcomes.
Required Qualifications
- Bachelor’s degree in Business, Marketing, Finance, or related field, or equivalent work experience
- 5 years’ experience as a Project Manager, specifically leading customer service initiatives
- Excellent leadership and interpersonal skills with the ability to motivate and manage a team effectively
- Excellent written and verbal communication skills, with the ability to convey complex information in a clean and concise manner
- Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines
Preferred Qualifications
- Experience in the banking industry and software conversions
- Strong knowledge of banking systems and the implementation process
- HubSpot CRM experience
Location: We are looking for both remote and local candidates
- Hybrid – remote with up to 2 days in the Santa Fe Springs, CA office
- Remote – full remote with potential to travel to Santa Fe Springs, CA up to 2 times per year
Pay Range
- $70,000 to $90,000 annual salary depending on experience
- Profit plan bonus
Other Requirements
- Must pass a post offer background investigation, physical and drug test to the satisfaction of Superior.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.