Manager – Client Account Services

Job Summary:

This role oversees a team of Client Account Services Professionals that handle incoming inquiries, requests and issues coming directly from our Clients.  SomeTeam members are assignedspecific client accounts and can also handle general requests from other clients.  Must have a working knowledge of Credit products and Services along with technical configuration to manage issues/client requests effectively.

Job Description:

• Ability to ensure customer satisfaction with the management of your client services members and their accounts which includes having awareness of client requests, projects and issues and driving to resolution.  Providing regular feedback and strategies on how to manage client workload, requests and meetings to your respective client services team members

• Act as a liaison between the client account services teams and DEV/Client Delivery to negotiate, coordinate and schedule maintenance tasks, patches and major releases as required.  Ensuring that the schedule is on track, visible and we consistently meet customer committed due dates.

• Act as an escalation point for your direct reports to take on any client escalations to full resolution.  This includes providing timely and consistent updates to the client, and interested internal parties until full resolution.  Identification of the necessary people and resources required to fully solve the problem as well as outlining a solid plan for execution for timely resolution and client satisfaction.   Being a champion to ensure that root cause analysis is obtained (for failures) to provide information that can be tailored and provided to the client post resolution. 

• Successful handling and communication of all escalated issues until full resolution and client satisfaction.

• Lead your respective Team(s) to ensure that all employees are aware of key initiatives, products and processes so that they feel engaged within the team and can better serve our clients requests and needs.

• Coach/mentor team members and facilitate hiring/training as needed. Utilization of various communications as well as setting clear objectives to each team member on what is expected of them.  Manage team performance, cycle time responsiveness and service expectations.

• As a team, must consistently meet/exceed established team metrics.

• Drives process improvement through seeking out and identifying opportunities, business process definition and system alignment.  Proactively identifies process and/or product related improvements to drive efficiencies and productivity gain.

• Technical Skills: Strong user of Microsoft Productivity Tools, working knowledge with mainstream CRMs, Operational systems, Ticketing/Customer Service Systems/Platforms

Qualifications:

• BA/BS degree in a technology field, or equivalent

• 4+ years of experience providing operational and technical support to clients, preferably CreditOperations

• 2+ years of demonstrated leadership experience to include management of varied processes

• Excellent organizational and project management skills.

• Demonstrated ability to act as liaison between team members and department leads.

• Demonstrated ability to make high quality business decisions based on a mixture of analysis, experience, and judgment.

• Strong interpersonal and communication skills, including the ability to communicate effectively with all levels of the organization and Clients. 

• Considers the business implications of the application of technology to the current business environment.

• Strong written and oral communication skills in order to define business and technical parameters and lead team to meet business requirements.

• Agile transformation agent who thrives on change management.

• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.