Program Manager

Senior Program Manager / Engagement Partner Location: Mexico City, Mexico Contract Type: Full-time Language Requirements: Bilingual (Spanish/English) - Native or fluent proficiency required Position Summary The Senior Program Manager / Engagement Partner will serve as the primary client-facing representative and trusted advisor, owning the end-to-end client relationship and program delivery for a major core banking platform implementation. This individual will manage all aspects of program governance, stakeholder engagement, risk management, and delivery assurance for this strategic, multi-year implementation delivered through Agile sprint-based methodologies. This role requires a unique combination of banking domain expertise, program management excellence, executive presence, and the ability to navigate complex regulatory environments while maintaining strong collaborative relationships with both client stakeholders and technology partners. Deep understanding of various account types (Level 2, 3, and 4 accounts) and their regulatory implications is essential. Key Responsibilities Client Relationship Management (40%)
• Serve as the primary point of contact and trusted advisor to client project leadership and technical teams
• Build and maintain executive-level relationships with key stakeholders across client's technology and business organizations
• Provide strategic counsel on banking operations, regulatory compliance, and technology decisions
• Conduct regular business reviews, steering committee meetings, and executive briefings
• Proactively identify and address client concerns, managing expectations and maintaining high satisfaction levels
• Act as escalation point for all client issues, ensuring rapid resolution and clear communication
• Translate business requirements into actionable program deliverables
• Manage change control processes and scope discussions with client stakeholders Program Delivery and Governance (35%)
• Own overall program planning, execution, and delivery across all workstreams using Agile methodologies
• Establish and maintain program governance structures, including steering committees, working groups, and status reporting
• Develop and manage integrated program plans covering implementation, migration, integration, and regulatory compliance activities delivered through sprint-based execution
• Drive accountability across delivery teams, platform vendors, and third-party partners in an Agile framework
• Manage program budget, resource allocation, and vendor relationships
• Ensure alignment between delivery commitments and platform capabilities
• Identify, assess, and mitigate program risks and issues
• Implement quality assurance processes and delivery excellence frameworks
• Track and report on program KPIs, milestone achievement, and SLA compliance Banking & Regulatory Domain Leadership (15%)
• Leverage banking and payments industry experience to guide solution design and implementation decisions
• Demonstrate deep knowledge of various account types (Level 2, 3, and 4 accounts) and their operational and regulatory differences
• Understand and articulate Mexican financial regulatory requirements (FinTech law, CNBV, Banxico, SPEI) to technical teams
• Ensure solution design addresses regulatory compliance for Electronic Payment Fund Institution (IFPE) requirements across all supported account types
• Support preparation of regulatory documentation and approval processes with Mexican authorities
• Guide integration approaches for Mexican payment systems including SPEI, CoDi, and DIMO
• Bring best practices from previous core banking transformations Stakeholder Management & Communication (10%)
• Facilitate effective communication across distributed teams across multiple geographies
• Present program status, risks, and recommendations to executive stakeholders
• Manage stakeholder expectations through transparent, proactive communication
• Coordinate across multiple client technology and business functions
• Navigate complex organizational structures and decision-making processes
• Build consensus and drive decision-making in ambiguous situations Required Qualifications Essential Experience
• 10+ years of program/project management experience in financial services technology implementations
• 5+ years of direct experience in banking, payments, or core banking system implementations
• Proven track record managing large-scale ($5M+) technology transformation programs
• Experience with SaaS banking platforms or core banking system implementations
• Direct experience working with banking regulations and compliance requirements
• Demonstrated success managing complex client relationships at executive levels
• Experience leading distributed teams across multiple geographies and time zones Banking & Payments Domain Knowledge
• Deep understanding of retail banking operations, account management, and transaction processing
• Knowledge of payment systems and clearing/settlement processes
• Familiarity with card processing, debit products, and digital banking channels
• Understanding of banking regulatory frameworks (Mexican experience highly preferred)
• Experience with IFPE regulations, SPEI, or Mexican financial technology landscape is a significant advantage Technical & Methodological Competencies
• Strong understanding of modern cloud-based architectures and SaaS delivery models
• Experience with API-based integrations and microservices architectures
• Familiarity with data migration approaches and strategies
• Proven experience working in Agile frameworks with sprint-based delivery models
• Working knowledge of Scrum methodologies and DevOps practices
• Experience with ITIL or IT4IT frameworks for production support
• Understanding of security and compliance requirements (PCI-DSS, ISO 27001, SOC 2) Language & Location Requirements
• Native or fluent bilingual proficiency in Spanish and English (written and verbal)
• Based in or willing to relocate to Mexico City
• Ability to travel domestically within Mexico (20-30%)
• Comfortable working with international teams across time zones Preferred Qualifications
• Previous experience with major core banking platforms (Finastra, Temenos, Oracle FLEXCUBE, FIS, etc.)
• Direct experience implementing solutions for Mexican financial institutions or IFPEs
• Knowledge of CNBV and Banxico regulatory reporting requirements
• Experience managing programs for large retail or financial services organizations
• PMP, PgMP, or equivalent program management certification
• Previous experience as an engagement manager or client partner role
• MBA or equivalent advanced business degree Competencies & Personal Attributes Leadership & Influence
• Executive presence with ability to command confidence of C-level stakeholders
• Strong leadership skills with ability to influence without direct authority
• Comfortable making decisions in ambiguous, fast-moving environments
• Ability to drive accountability and results across matrixed organizations Communication & Relationship Building
• Exceptional communication skills with ability to tailor messages to different audiences
• Natural relationship builder who establishes trust quickly
• Skilled at managing difficult conversations and resolving conflicts
• Active listener who seeks to understand before being understood Business Acumen & Strategic Thinking
• Commercial mindset with understanding of P&L accountability
• Strategic thinker who can balance long-term vision with short-term execution needs
• Ability to identify business risks and opportunities proactively
• Understanding of contract management, SLAs, and commercial terms Delivery Excellence
• Results-oriented with proven ability to deliver complex programs on time and budget
• Detail-oriented with strong organizational and planning skills
• Comfortable operating in high-pressure, high-visibility environments
• Resilient and adaptable in the face of challenges and changes Cultural Competence
• Experience working effectively across cultures
• Sensitivity to cultural differences in communication styles and business practices
• Ability to bridge cultural gaps and build cohesive multinational teams