Client Onboarding & Changes

The Implementation Specialist is responsible for managing and executing all client implementation requests, including onboarding new clients, maintaining existing client setups, and processing fee updates. The role ensures that all requests are accurately reviewed, efficiently implemented in the system, and clearly communicated to relevant stakeholders. The role also plays a key part in supporting governance, continuous improvement, and streamlined implementation processes in collaboration with the PMO.

Responsibilities:

Implementation Management

• Manage end to end client implementation requests, including:

• New client implementations

• Updates to existing client details

• Client fee updates and adjustments

• Ensure all implementation requests are completed within agreed timelines.

Request Review & Validation

• Review all incoming requests for accuracy, completeness, and compliance with required standards.

• Engage with business stakeholders to resolve discrepancies or missing information.

• Ensure adherence to governance processes and documentation standards.

System Setup & Configuration

• Accurately configure and update client information within relevant systems.

• Perform validation checks to ensure accuracy and alignment with approved requirements.

• Support system testing activities where required.

Stakeholder Communication

• Communicate implementation progress and status to business stakeholders.

• Provide guidance on requirements, timelines, and process expectations.

• Act as a point of contact for implementation-related queries.

Reporting & Feedback

• Track all implementation requests and provide regular reporting.

• Highlight risks, issues, and delays.

• Provide feedback and insights to improve delivery and efficiency.

Process Improvement & Governance

• Identify opportunities to streamline implementation processes.

• Work closely with the PMO Manager to:

• Improve workflows

• Strengthening governance and controls

• Standardize templates and processes

• Support alignment with governance frameworks (e.g. PMO, ISMS, ISO standards).

Project & Client Engagement

• Attend client and internal meetings related to implementations.

• Project manage selected client implementations, including planning, coordination, and stakeholder engagement.

• Ensure delivery against timelines and successful outcomes