Lead Client Services Program Manager, Actimize

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: 

• 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. 

 

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: 

• Risk reduction 

• Operational efficiency 

• Regulatory expectations 

 

Service Health & Performance 

• 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 

 

Client Outcome Communication 

• Run and communicate outcome-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.goawsmachine learningaidataanalyticsproduct