About norbloc
norbloc is a pioneering RegTech company transforming how KYC is conducted globally. Our clients include world-class financial institutions, organizations and governments. Given our strong international commercial traction, we are growing our team in Dubai.
Role Overview
norbloc is seeking a Technical Implementation Manager to support enterprise clients in connecting their systems to a nation-wide eKYC platform. This role oversees implementation activities and guides clients through the technical implementation, including environment setup, deployment requirements and the integration activities needed for successful onboarding.
The ideal candidate brings strong technical integration experience, clear communication skills and the ability to run structured client workshops.
Key Responsibilities
- Lead business onboarding sessions with client business, technical and architecture teams to explain business processes, platform capabilities, onboarding requirements and end-to-end workflows, ensuring alignment on objectives, roles, responsibilities and implementation timelines.
- Drive production go-live readiness by tracking technical dependencies, integration milestones, testing progress, outstanding defects and operational prerequisites, ensuring production rollout is completed on schedule.
- Proactively identify and mitigate delivery risks that could impact production timelines, escalating critical blockers to relevant stakeholders and driving resolution through to closure.
- Guide clients on interpreting API specifications, mapping internal data models and managing request/response flows.
- Explain infrastructure prerequisites, including sizing, networking requirements, security configurations and provisioning.
- Support clients in understanding business flows and data exchange patterns.
- Coordinate end-to-end production deployment activities, ensuring completion of connectivity validation, SIT/UAT, security checks, configuration readiness and production sign-off before go-live.
- Act as the gatekeeper for L3 support, managing escalation workflows and coordinating with Engineering, DevOps and QA to ensure timely resolution.
- Maintain deep familiarity with the product and platform to effectively triage issues, validate client-reported problems and orchestrate L3 support activities.
- Serve as the central point of contact for tracking readiness and integration progress across all clients, maintaining consolidated dashboards and status views.
- Collaborate internally with product, engineering and onboarding teams to ensure consistent messaging and smooth client enablement.
- Ensure a high standard of customer service and satisfaction through clear and proactive communication, appropriate expectation-setting, timely updates and effective handling of client concerns.
- Track and report key delivery and service metrics, including onboarding progress, production readiness, go-live adherence, incident resolution timelines and customer feedback.
- Drive continuous improvement in onboarding and support processes by identifying recurring technical challenges, documenting lessons learned, maintaining implementation guidelines and knowledge repositories, and recommending improvements.
Core Skills
- Business and Technical Understanding: Ability to understand business requirements, platform capabilities and technical dependencies to support successful client onboarding, with a strong willingness to learn.
- Stakeholder Coordination: Strong experience coordinating across business, technical and operational teams to facilitate effective implementation.
- Client Engagement and Communication: Skilled at conducting client workshops, explaining processes and requirements, and translating complex information into clear implementation steps.
- Implementation and Readiness Management: Ability to guide clients through onboarding activities, track dependencies and ensure readiness for production rollout.
- Issue and Escalation Management: Ability to coordinate issue resolution, manage escalations and collaborate with internal teams to ensure timely outcomes.
- Business Process Awareness: Understanding of business processes, operational workflows and regulatory requirements to support effective client onboarding and platform adoption. Knowledge of KYC data flows is a bonus.
Candidate Background
Candidates who excel in this role typically come from one or more of the following fields:
- System Integration / Middleware Consulting
- API Product Implementation / Technical Pre-Sales
- Enterprise Architecture / Solution Architecture (Junior–Mid Level)
- Fintech Implementation (KYC, Onboarding, Banking, Regulatory Platforms)
Experience Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering or a related field is required; an MBA or MSc is desirable.
- 8–10 years of overall experience, preferably in technical consulting, system integration, API-based product implementation or enterprise onboarding roles.
- Experience with Agile, Scrum and Waterfall frameworks.
- Exposure to cloud environments (Azure preferred) and Kubernetes concepts (AKS).
- Experience managing L3 support workflows or technical escalation processes.
- Experience working with banks, regulators or large enterprises is a strong advantage.
- Ability to communicate complex technical concepts to mixed audiences (architects, developers, business teams).
Location: Dubai, United Arab Emirates (full-time)
