Conversion Specialist Manager / Customer Center Manager

Overview

The Conversion Specialist Manager is responsible for leading a team of Conversion Specialists who manage the smooth and efficient transition of business clients from legacy client-facing banking platforms to new, target digital banking platforms. This role requires strong planning, leadership, and customer engagement capabilities, ensuring that all migration waves are executed seamlessly. The ideal candidate is highly organized, experienced in treasury management or digital banking, and skilled in team coordination and client communication.

Job Description

Job Responsibilities

 

• Conversion Planning & Execution
• • Develop comprehensive conversion plans aligned with wave schedules, preview periods, and bank readiness activities.
  • Identify prerequisites for each migration wave (training, access, IT setup, data readiness, etc.) and ensure they are completed on time.
  • Coordinate with internal teams (Product, IT, Training, Project Management) to prepare for client conversions.
• Team Leadership & Management
• • Coordinate with HR to hire Conversion Specialists for the project and ensure timely onboarding.
  • Lead, mentor, and manage a team of Conversion Specialists who support bank clients through the migration process.
  • Allocate groups of business banking clients to team members based on workload, skill set, and migration waves.
  • Ensure the team follows proper procedures, meets deadlines, and provides high-quality client support.
  • Serve as a Skills Mentor for Conversion Specialist Level I and support team development through coaching and training.
• Client Engagement & Support Oversight
• • Ensure all team members work closely with bank clients, providing personalized conversion support and addressing questions or concerns.
  • Oversee the client outreach process and ensure team maintains complete and accurate records of all call and support activities.
  • Use available resources effectively to ensure accurate client servicing during conversion.
  • Resolve complex client issues and escalate when necessary while maintaining a customer-centric approach.
• Quality Assurance & Compliance
• • Review documentation, support logs, and client communications to ensure accuracy and compliance with bank policies and procedures.
  • Assist team members with policy, process, or procedural questions to ensure consistent and correct client guidance.
  • Monitor team performance and ensure adherence to service standards and conversion timelines.
• Reporting & Tracking
• • Track team progress across all migration waves and prepare timely updates for management.
  • Maintain dashboards and reports on client conversion status, outreach activities, and conversion success metrics.
  • Identify bottlenecks and recommend improvements to streamline migration workflows.

 

Prerequisites and Qualifications

• Bachelor’s degree in business, Finance, Information Systems, or related field.
• 6+ years of experience in treasury management sales, digital banking product management, or bank client conversion roles.
• Proven experience managing teams involved in client-facing application conversions or onboarding.
• Knowledge of digital banking transformation and migration methodologies.
• Strong planning and organizational skills with the ability to create and manage detailed migration (conversion) plans.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work with cross-functional teams and navigate complex dependencies.
• Strong analytical and problem-solving capabilities with a focus on client experience.
• Proficient in CRM systems, client outreach tracking tools, and MS Office/Excel.

Skills & Requirements

Apply Now