Location: Toronto, ON, Canada

The Implementation Manager Associate supports the delivery of implementation projects by coordinating activities, maintaining project artifacts, and ensuring accurate tracking of milestones, risks, and action items. This role works closely with Implementation Managers, Business Development, Relationship Management, and internal partners to help drive projects to completion within agreed timeframes and scope.

Typical project support may include:

• New Merchant Accounts  supporting POS implementation activities
• Existing Merchant Accounts  supporting terminal shipments, scheduling, and upgrade coordination
• RFP Support  assisting with preparation of standard materials (e.g., sample plans, timelines)

Core Responsibilities

• Support client communications by scheduling meetings, preparing agendas, capturing minutes, and distributing action items.
• Maintain implementation documentation (project plans, checklists, issues logs, RAID logs, status reports) ensuring accuracy and timeliness.
• Track milestones and dependencies; follow up with internal teams on outstanding actions.
• Assist with requirements gathering notes and ensure documentation is organized for review and approvals.
• Support training coordination (session scheduling, attendance, basic readiness checks) and ensure materials are available.
• Monitor risks/issues and escalate to the Implementation Manager with clear summaries and supporting detail.
• Support controls and governance activities by ensuring required artifacts are completed and process steps are followed.
• Assist with pilot/rollout logistics and provide limited off-hours support when required by project needs.
• Support project closure activities (final checklist completion, documentation archival, handoff package preparation).
• Perform additional duties as assigned by management in support of Canadian Merchant Services priorities.

Requirements

• One year or more of relevant experience (customer service, operations, project coordination, or administrative support); internships/co-op experience considered.
• Strong organizational skills and attention to detail; ability to manage multiple tasks concurrently.
• Strong communication skills (written and verbal) and comfort interacting with internal stakeholders and clients.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); willingness to learn MS Project or similar tools.
• Ability to work in a fast-paced environment, meet deadlines, and proactively follow up on action items.
• Strong teamwork and collaboration skills with a service-first mindset.

Preferred Skills

• Bilingual (French & English).
• Familiarity with payments/merchant services concepts or client onboarding/implementation processes.
• Experience maintaining project trackers, status reporting, or coordinating across multiple teams.

 

The Canadian Merchant Services Implementations Team is seeking employees who will assist with the execution of the customer journey through the implementation process for Canadian merchant clients. The Implementation Manager Associate supports implementation managers by coordinating tasks, maintaining project documentation, and helping ensure a high-quality client experience.