Manager, PM Implementation, Conversions

Fiserv, Inc. Alpharetta, GA

The Implementation Manager position is responsible for leading the team of associates who are responsible for delivering mortgage banking consulting engagements and system configuration support to PCLender customers pre and post implementation. Engagements may include new customer implementations, LOS operational and system utilization reviews, process improvement assessments and surveying LOS table modification opportunities. Supervise and support PCLender's identification, documentation and implementation of best practices within PCLender system defaults. The Implementation Manager will also be responsible for completing assessments, identify recommendations and document customer requirements via Proposals, Project plans, BRD's and PRD's to support customer initiatives.


* You will manage/coordinate activities of a team, including customer implementations, existing customers' assessments, analysis and documentation, problem resolution, training, and status reporting.

* Lead team to ensure customer scoping calls and on site engagements including critical path objectives are documented and all engagements are deliverable professionally to customers.

* Manage team to develop and refine implementation documentation and presentations for communication internally and externally

* Responsible for the documentation of business process flows and creating implementation standards.

* You will work with customers and technical staff to investigate, analyze, and resolve application problems related to customer implementation functions.

* Assess and Identifies strengths and weaknesses of proposed customer implementation designs, software application or function and document improvements.

* Identify industry best practices, document LOS workflow, table configuration recommendations, features and functionality to improve efficiencies and processing quality.

* Reviews and edits requirements, specifications, business processes, implementation plans, and recommendations related to proposed solution.

* Ensures implementation issues are identified, tracked, reported on and resolved according to schedule.

* Communicates needed changes to development team and supervises resolution for implementation customers

* Recruiting and hiring for the Implementation team

* Mentoring, coaching, and training Implementation team

* Oversee implementations and customer satisfaction

* Manage a staff of up to 10 employees. Responsible for mentoring team to ensure all best practices and governance standards are adhered to.

* Responsible for hire, transfers, terminations, performance standards, and reviews and recommendations on salary adjustments


* Leads assigned teams/ task forces to meet implementation objectives.

* Demonstrated leadership and management skills

* Generates enthusiasm among team members.

* Manages the process of innovative change.

* Facilitates effective team interaction.

* Acknowledges and appreciates each team member's contributions.

* Develops relationships with customer personnel that nurture customer ties.

* Communicates effectively with customers to identify needs and evaluate alternative business solutions with internal teams

* Continually seeks opportunities to increase customer satisfaction and deepen customer relationships.

* Effectively handle customer and employee expectations.

* Conducts effective progress evaluations in a timely manner.

* Consistently delivers high-quality services to internal and external customers

* Delivers informative, well-organized presentations

* Exhibits confidence and a deep understanding of emerging industry practices when solving business problems.

* Trains and collaborates with internal teams

* Up to 25% travel

* Bachelor's Degree or equivalent combination of experience and education.

* 10 or more years working in mortgage industry and/or LOS software business.

* 10+ years of Business Analysis or implementation experience and prior management experience.

* Good understanding of the mortgage loan origination process including the functional roles and responsibilities of loan originators, processors, underwriters, closers, funders, shippers, secondary marketing and compliance staff.

* 5 or more years' experience working as a business analyst with LOS products and a demonstrable ability to create detailed and effective PRDs

* Excellent written and verbal communication skills. Solid experience documenting and presenting complex business objectives to customers, managers and internal team.


* Proficiency in Word, Excel, PowerPoint, and Visio. Able to quickly learn other tools including but not limited to GoToMeeting, CRM software, Jira and Company Intranet.

* Effective listening and communication skills; ability to understand customer requirements and explain requirements to employees at different levels

* Leadership; proactively seeks opportunities to serve in leadership roles.

* Strong organization and time management skills.

* Ability to pay close attention to details.

* Ability to identify potential issues or problems and suggests areas for improvement in internal processes along with possible solutions.


PCLender LOS is a loan origination system developed by PCLender LLC for the mortgage industry and intended for mortgage bankers, depository banks and credit unions.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

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