Implementation Specialist

About us, purpose, experience and qualifications

**about us**:
Hyphen is an organisation which prides itself on staying ahead of the pack by providing innovative solutions and exceptional customer service. We strive for perfection and appoint people who are committed, driven, motivated and effective in what they do. We have an empowered and non hierarchical culture, and are passionate about living our values namely, Empowerment, Candor, Quality, Innovation and Entrepreneurship. We believe in equal opportunity and reward those who provide exceptional performance. All appointments will be made in line with Hyphen’s EE Strategy.

**purpose**:
The Implementation Specialist is Responsible for acquisition, retention and growth of existing users through the deployment of appropriate solutions and excellent service.

**experience and qualifications**:

- Relevant B. Degree / Diploma;
- 3 years’ experience in a customer facing role;
- 3 - 5 years’ experience in financial product implementation;
- Technical integration experience;
- Project Management experience;
- Understanding of Electronic Banking/Financial products;
- Understanding fundamentals of accounting (cashbook, ledgers, etc.);
- Computer literacy (Word, Excel, Power Point, Internet, ERP systems & MS Project).
- **additional requirements**:
**responsibilities**:
Administration - Adhere to the Hyphen implementation process as documented;
- Extensive use of Jira as well as Microsoft Dynamics as a CRM tool, to manage client interactions, call reports, case & incident logging, opportunity tracking and management;
- Create and format Scope of work documents, Project charters, Agendas and other client associated documents;
- Create and manage implementation plans and technical action plans;
- Create client scoping presentations;
- Other - capture minutes of meetings and action points related to projects in progress. Co-ordinate project meetings and actively manage outputs as required; Project Management - Facilitate and run functional technical scoping sessions, as well as technical scoping sessions with clients, in collaboration with the sales team;
- Produce project charter, scope of work an project plan documents for client approval;
- Arrange and facilitate weekly project meetings to pro-actively manage tasks and deliverables in order to ensure deadlines are met;
- Escalate dependencies and key risks;
- Co-ordinate internal tasks in order to alert the Hyphen support teams to the client testing, UAT, SIT and production requirements;
- Facilitate internal handovers to the Hyphen support teams in order to ensure clients experience business continuity post go-live;
- Perform client training on the Hyphen system/s if required;
- Client technical support perspective, for 3 months post go -live;
- Facilitate project close-out sessions with the client and their bank/s. Technical integration - Consult and advise on file layouts and client integrations as per the client integration documents per product;
- Review client sample files and assist with quality assurance on the file inputs;
- Produce sample response files;
- Facilitate the network integration requirements and environment creation - Facilitate environment creation and set-ups with the client’s bank/s;
- Facilitate testing process and responses between client, Hyphen and the bank/s accordingly;
- Perform system demo’s to clients when required;
- Unpack & implement any non-standard system/product reporting requirements needed by clients; Operational Support - Assist with additional account loading, transaction types, document types, etc. when client updates are required;
- Receive and escalate client calls for day to day production incidents - identify root cause and assist with resolution;
- Align with existing clients in order to facilitate additional client scoping sessions (in conjunction with sales team), in order to identify opportunities for cross-sell and up-sell;
- Streamline transactional flows between client, Hyphen and the bank;