Sr. Manager

Job Description

Position Description:

The Senior Manager, EU Acceptance Support will be responsible for the support of Acceptance Solutions products in the EU region. This includes complete responsibility for the performance of the group supporting issue resolution at levels 1 & 2 for both merchants and partners within the region and partnership with the level 3 teams to ensure the best possible client experience at all levels.

The Senior Manager will be part of the global Acceptance Support organization and work to ensure consistency and harmony of EU support processes with other supported regions.  They will be the primary support point of contact for internal stakeholders in the EU region, including other CS leaders, sales, and product teams. Candidates should have a strong knowledge the Visa Acceptance Solutions including Cybersource and have experience working in a global support structure. 

This position will be located in Reading, UK

Responsibilities:

• Drive the best possible Client Experience for supported merchant and partners.

• Improve Operational Efficiency by delivering operational excellence and execution.

• Be accountable for the overall performance of a team and lead by example.

• Focus on Performance Development and Growth for all employees.

• Participate in the hiring process by conducting interviews and making hiring decisions.

Key Competencies:

• Effectively handles tasks, meets all expectations and follows through.

• Displays a sense of urgency and motivation to succeed.

• High personal standards and persistent in setting and accomplishing goals.

• Is self-motivated with the ability to work independently and takes responsibility for results.

• Effectively handles employee concerns and appropriately identifies and meets expectations/needs.

• Demonstrates an ability to coach and increase performance from others.

• Uses communication skills to inspire, influence and motivate others.

• Effective time management skills.

• Able to be trusted, honest and transparent by taking responsibility to do what was right.

• Appropriately handles stressful situations and adapts easily to shifting priorities and challenges.

• Takes initiative by creating bold solutions even when given vague instructions.

• Comfortable and confident in approaching and interacting with others about improvements.

• Ability to project manage and introduce new ideas and processes to make things better.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• Considerable knowledge of customer service/contact center principles, practices and procedures is required.
• Requires a minimum of 5+ years management experience in a customer service/contact center environment.
• Demonstrated commitment to quality and customer service.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Must have punctual, regular and consistent attendance.
• Proven ability to coach, mentor and manage leaders and customer support representatives.
• Ability to compile data and identify trends.
• Knowledge of Acceptance Solutions products is extremely helpful.
• Self-motivated with the ability to work within a team and independently.
• Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences.
• Adapts easily to shifting priorities and challenges.