Job Description

Who we are...

As an industry-leading fintech provider, COCC delivers innovative, comprehensive technology solutions and strategic partnerships throughout the Northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top-quality support. Designated a Top Workplace in Connecticut and a nationally Certified Great Place to Work, COCC recognizes employees as the core of our success.

Inspiring you to become extraordinary in work and life.

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’s in it for you....

COCC offers a collaborative environment, career growth, and all the benefits you’d expect from an award winning employer, including:

• Hybrid schedules and ample paid time off supporting work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting edge training and educational resources from vendors like SANS, PluralSight, and CBTNuggets
• Generous PTO, benefits, and competitive compensation
• On site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition reimbursement
• One on one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals
• Peer recognition programs

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.

Applicants for employment in the US must have work authorization that does not currently or in the future require sponsorship of a visa for employment authorization in the United States.

COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and applicable Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Accessibility - If you’re a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing TalentManagement@cocc.com. Please specify the help you need and we’ll be happy to get back to you.