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Lead Client Services Program Manager, Actimize

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

NiCE Actimize is currently seeking a technical, hands-on, customer-focused Lead Client Services Program Manager to join our dynamic Cloud Professional Services team. This person will be responsible for organizing, mentoring and leading project teams to deploy our business solutions within the financial services sector, while managing multiple concurrent client programs.

How will you make an impact?

NICE Actimize offers a Managed Analytics service that delivers primarily cloud-based analytics solutions for Fraud and Anti–Money Laundering (AML) detection. This role is for a Principal Project Manager responsible for managing multiple managed services engagements.

The primary responsibility of this position is to deliver managed analytics services to NICE Actimize customers, supporting all aspects of financial crime compliance. Equally important is ensuring high‑quality service delivery across North America, enabling the successful deployment of AI‑based solutions. The Project Manager is accountable for achieving agreed client outcomes from managed analytics services, including fraud detection, transaction monitoring models, model tuning, and advanced analytics.

A key focus of the role is maintaining service health, performance, and long‑term value realization for clients.

This role is best suited to an individual with a proven track record in delivering Machine Learning models, combined with strong domain expertise in the financial crime compliance sector.

Leadership and Management

• Leadmanaged analyticsteamto meetobjectives.
• Manage client relationships – schedule weekly / monthly meetings with clients updating them on the team activities and performance versusSLA’s.
• Set clear goals andobjectivesfor thedelivery of the managed analytics service.
• Provide guidance and support to team members.
• Collaborate withthe managed analytics senior leadership teamtoidentifyneeds for new team members andassistwith the hiring process.

Outcome Ownership

• 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

Value Management

• Prioritize work based on impact vs effort
• Balance:
• Operational efficiency
• Regulatory expectations

Service Health & Performance

• Manage services against: Outcome KPIs
• Identifyrisks early (model drift, data issues, client dependency)
• Drive corrective actions with Data Science and SMEs

Client Outcome Communication

• Runand communicateoutcome-based client reviews (monthly/quarterly)

Compliance and Regulations

• Ensure the team adheres to all relevant laws and regulations.
• Stay updated on changes in financial crime legislation.
• Implement policies and procedures tomaintaincompliance.

Reporting and Documentation

• Prepare detailed reports onengagement progress and value delivered.
• Maintainaccuraterecords and documentation.
• Present findings to senior management and stakeholders.

Skills and Qualifications

• Strong leadership and management skills.
• In-depth knowledge of financial crime regulations.
• Effective communication and reporting abilities.
• Ability to work collaboratively with various stakeholders, both internal and external.

Education & Experience

• Minimum of 8 years finance domain experience in a supervisory or management role. Anti‑Financial crime experience is desirable.
• Previousexperience in a regulated financial institution is desirable but not compulsory.
• Excellent verbal and written communication and presentation skills.
• BA/BSc in relevant fieldrequired.
• Able to thrive in a fast‑paced environment and learn quickly.
• Excellent attention to detail.
• Demonstrated ability to report and present findings.
• Adept withusing 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 isa must.
• Professional manner with the ability to articulate and influence byidentifyingaccuratecompliance requirements to all stakeholders.
• High levelof integrity and discretion, handling confidential information.
• Efficient and logical approach to problem solving.

Inter-Personal Skills

• Strong proven skills in client relationshipbuildingand people leadership.
• Customer facing skills, presenting, and articulating prescribed messaging.
• Proven ability to effectively communicateandinfluence 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.

What’s in it for you?

Join an ever‑growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast‑paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCE!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face‑to‑face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 10722

Reporting into: Senior Director, Business Consulting, Actimize

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.