Director, Conversion Services

Description

As an Engage Fi employee, you can expect:

• To work with an amazing and collaborative team
• To create and innovate in your role and see the impact you make on the business and client experience
• To be a part of an award-winning team – Inc. 500 (2018), Inc. 5000 (2019, 2021, 2022, 2024, 2025), Tampa Bay Business Journal Fast 50 (2021, 2023, 2024, 2025), Great Place to Work (2023, 2024)
• All employees to cultivate and encourage new ideas and thrive on a fun and productive work environment
• To join a highly engaged workforce that supports personal and professional growth, empowerment, and lives by servant leadership

What we provide:

• Competitive pay, incentive programs, 401k matching
• Unlimited time off plus 11 paid holidays
• Medical, dental, and vision health plans with FSA or HSA options
• Opportunities to volunteer and give back to the communities we serve
• Paid remote work expenses
• Career development, trainings, continuous learning, and employee recognition
• Team engagement events and activities
• Culture of growth and continuous improvement
• A great place to work

About Us:

Engage fi was founded on the principle of putting ourselves in our clients’ shoes to understand their needs, their business objectives, and their definition of success. What sets us apart from other options is our focus on the client, and a little bit more: more transparency, more innovation, more savings, more incentives, more fun, more collaboration. We take pride in our people, process, and tools guaranteeing that your experience with engage fi will surpass your expectations. Our emphasis on the education, efficiency, and effectiveness needed to drive the growth of our industry will align to the needs of the consumer and your internal team. Our collective experience working for and with vendors and financial institutions in the past gives us tremendous insight into the capabilities of the vendors that our clients work with. We aim to leverage our knowledge and tools to save time, improve efficiency, and provide the pricing leverage the financial institution needs.

With over 450 years of industry experience, the team at Engage fi is a blend of consultants, educators, matchmakers, integrators, and advocates. We are laser-focused on guiding financial institutions through our proven process and enabling them to make informed, timely decisions on vendor relationships so they can change at the speed of the consumer. Engage fi has completed over 525 strategic projects for financial institutions and negotiated over $2.2 billion in savings and incentives for our clients. We have a unique approach, and our strategic projects are as unique as the clients we serve. Let’s Engage! www.engagefi.com

Position Summary:

The Director, Conversion Services provides strategic and operational leadership for Engage fi's Conversion Services practice, overseeing a team responsible for delivering successful core banking, digital banking, payments, and related technology implementation and conversion projects for banks and credit unions.

This leader is responsible for ensuring projects are delivered on time, within scope and budget, while maintaining the highest standards of client satisfaction and implementation quality. The Director serves as the primary escalation point for complex and day-to-day project issues, develops and maintains scalable implementation methodologies, drives continuous process improvement, and partners cross-functionally to ensure successful client outcomes.

Essential Functions:

Team Leadership –

• Directly manages a diverse team of Engage fi employees by providing coaching and learning opportunities, setting clear goals, motivating performance, encouraging collaboration, fostering trust, recognizing and rewarding accomplishments, and inspiring a team environment with an open communication culture.  
• Ensures team members have adequate tools and skills to perform their jobs and provides opportunities for mentoring, learning, and improvement. 
• Oversees and upholds the success of the team’s assigned projects by acting as the main point of escalation point for project issues, risks, and questions and assembling resources or escalating as needed to resolve issues and ensure client satisfaction.   

Client Relationship Management –

• Oversees the successful delivery of all client implementation and conversion engagements. 
• Provides operational oversight for project portfolios to ensure consistent execution and client satisfaction. 
• Serves as the team’s escalation point for project risks, scope concerns, timeline issues, process questions, and client escalations and escalates to direct leader as needed. 
• Allocates resources across projects to maximize efficiency and delivery quality. 
• Monitors project health, staffing, utilization, financial performance, and client satisfaction metrics and implements process changes as needed to ensure optimization and goal achievement. 
• Ensures consistent implementation of Engage fi project management methodologies and best practices.

Project Oversight –

• Oversees complex client projects and applies Engage fi and industry best practices to execute on client strategies and implement project tactics to mitigate risk and ensure success. 
• Works with the project team, program managers, and other EFI team members and leaders as needed to develop, customize, and maintain key project procedures and artifacts, such as project timelines, RID logs, presentation documents, etc. 
• Maintains scope, schedule, and budget of projects, ensuring work is completed according the to the plan/statement of work (SOW). 

Vendor Relationship Management and Knowledge –

• Develops and sustains relationships with key strategic vendors, studies and evaluates financial industry market trends, participates in solution demos, and remains abreast of vendor changes, key competitors, and key system updates and overall functionality to effectively and appropriately apply knowledge and insight to client projects. 
• Represents client’s and Engage fi’s best interests in all vendor interactions. 

Other Duties & Responsibilities:

• Acts as subject matter expert to assist in process review, improvement, and implementation in other areas of the company, including assisting in the ongoing development and enhancement of EFI best practice project artifacts/tools and integrating the use of technology into processes to gain efficiencies and add value for internal and external stakeholders. 
• Accurately tracks and records project billing hours and budgets as directed in the appropriate technology/tool. 
• Mentors and trains other Engage fi team members as assigned to assist with learning best practices and processes.  
• Assists in recruiting and hiring new team members. 

Requirements

Required Skills & Competencies:

• Strong skills in intrapersonal and professional verbal communication with the ability to take in information, listen, develop persuasive arguments, and present solutions and recommendations effectively.
• The ability to put together and deliver presentations and training to clients and effectively facilitate discussions with clients, vendors, and other key third parties.
• Excellent communication skills (written/verbal); ability to compose business correspondence that is clear and concise.
• Technical knowledge – Smartsheet or similar project management/collaboration tools, Microsoft Office, PowerPoint, ChatGPT or similar AI tools, and ability to learn other software programs.
• Evolved problem-solving skills with a natural curiosity for solving problems and enjoys the challenge. Looks for root causes before acting.
• Advanced critical thinking skills – e.g., asks questions, looks at the broader picture, capable of conducting a what-if analysis and understanding and articulating all options and consequences, does not settle for the easy answer.
• Ability to manage multiple priorities; strong time-management skills.
• Self-motivated and capable of organizing and prioritizing work to achieve required results and takes personal pride in doing things right and delivering a quality work product.
• Team player; leverages available resources to get the job done; able to work in a highly collaborative environment with empathy and consideration for the viewpoints of all parties. 

Required Education and Experience:

• Bachelor’s degree in business administration or related field or related experience
• 10+ years of experience in the credit union, banking, payments, or related vendor industry with preference for previous leadership positions, project oversight/management proficiency, and core banking conversion familiarity
• Deep industry knowledge of core banking, credit/debit card processing, online banking, bank operations, and/or lending origination vendors, solutions, tools, and processes
• Experience in successfully completing conversion technology projects involving both product and custom solutions
• Demonstrated ability to manage external, third-party vendors and clients/customers, including their employees, consultants, and designated subcontractors
• Facilitation of creative problem-solving sessions with all levels of leadership teams across different line of business disciplines
• Ability to present complex solutions to senior leadership teams
• Exposure to contract negotiations and vendor management

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Position Type/Expected hours of Work:

• Full Time/ 40 hours per week

Location:

• Remote
• Up to 35% of Travel required

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Activities, duties, or responsibilities may change at any time with or without notice.

EEO Statement:

Engage fi provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.