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Jobs · Information Technology · New Jersey

Lead Client Services Program Manager, Actimize

NiCE · Hoboken, NJ · 3 wk ago
Information TechnologyFull-time

Overview

NiCE Actimize is seeking a Lead Client Services Program Manager to join their Cloud Professional Services team. This role involves managing multiple managed services engagements, delivering managed analytics services to financial services customers, and ensuring high-quality service delivery.

Responsibilities

  • Lead managed analytics team to meet objectives.
  • Manage client relationships – schedule weekly / monthly meetings with clients updating them on the team activities and performance versus SLA’s.
  • Set clear goals and objectives for the delivery of the managed analytics service.
  • Provide guidance and support to team members.
  • Collaborate with the managed analytics senior leadership team to identify needs for new team members and assist with the hiring process.
  • Own client service outcomes and KPIs.
  • Ensure analytics work translates into measurable risk reduction, efficiency gains, or regulatory confidence.
  • Track, explain, and improve KPI performance continuously.
  • Prioritize work based on impact vs effort.
  • Balance:
    • Risk reduction
    • Operational efficiency
    • Regulatory expectations
  • Manage services against:
    • Outcome KPIs
    • Model health indicators
    • Identify risks early (model drift, data issues, client dependency)
    • Drive corrective actions with Data Science and SMEs
  • Run and communicate outcome-based client reviews (monthly/quarterly).
  • Ensure the team adheres to all relevant laws and regulations.
  • Stay updated on changes in financial crime legislation.
  • Implement policies and procedures to maintain compliance.
  • Prepare detailed reports on engagement progress and value delivered.
  • Maintain accurate records and documentation.
  • Present findings to senior management and stakeholders.

Qualifications

  • Strong leadership and management skills.
  • In-depth knowledge of financial crime regulations.
  • Track record in delivering cloud-based services.
  • Effective communication and reporting abilities.
  • Ability to work collaboratively with various stakeholders, both internal and external.
  • Minimum of 8 years finance domain experience in a supervisory or management role. Anti-Financial crime experience is desirable.
  • Previous experience in a regulated financial institution is desirable but not compulsory.
  • Excellent verbal and written communication and presentation skills.
  • BA/BSc in relevant field required.
  • Able to thrive in a fast-paced environment and learn quickly.
  • Excellent attention to detail.
  • Demonstrated ability to report and present findings.
  • Adept with using software to analyze and gather data.
  • Highly organized and able to work under pressure to specific deadlines.
  • Strong leadership skills.
  • Ability to train, mentor, and guide other team members.
  • Fluent spoken and written English is a must.
  • Professional manner with the ability to articulate and influence by identifying accurate compliance requirements to all stakeholders.
  • High level of integrity and discretion, handling confidential information.
  • Efficient and logical approach to problem solving.

Education & Experience

  • Minimum of 8 years finance domain experience in a supervisory or management role. Anti-Financial crime experience is desirable.
  • Previous experience in a regulated financial institution is desirable but not compulsory.

Inter-Personal Skills

  • Strong proven skills in client relationship building and people leadership.
  • Customer facing skills, presenting, and articulating prescribed messaging.
  • Proven ability to effectively communicate and influence at all levels of an organization, including C-level executives and decision makers.
  • Manage client relationships and individual engagements with a strong focus on excellence.
  • Capable of working on multiple overlapping tasks in a fast-paced environment.
  • "Can-Do" attitude and problem-solving approach.

About NiCE Actimize

NiCE Actimize is the largest and broadest provider of financial crime, risk, and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers’ and investors’ assets by identifying financial crime, preventing fraud, and providing regulatory compliance.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Equal Opportunity Employer

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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