Client Support Manager (Ref#033)

• Chicago - Remote, IL
• Full-time
• Published: 2022-05-10 13:59:56Z

ROLE OVERVIEW

This position is responsible for administrative and immediate management of the Operations Team. This function supports our merchant acquiring and merchant transaction processing business - primarily in North America with some overlap with European-based operations.

JOB RESPONSIBILITIES 

• A hands-on team leader managing the Merchants and Technical Partner Support team.
• Responsible for immediate leadership of the operations staff in the development and implementation of short and long-range goals and projects, policies, and others.
• Responsible for providing information, advice, and assistance to the Operations Team in the creation of policies and strategic direction of the corporation.
• Responsible for administration of overall operations of the corporation, including reviewing and evaluating the results of operational activities, ensuring that continuing contractual obligations are being fulfilled; allocating resources for greater operations effectiveness and efficiency.
• Ensure complete support of client base whether directly interfacing with client or in support of Sales, Account Management in their sales and service efforts as it relates to Customer Support.
• May be required to travel on occasion to other company business locations, client business locations, or seminar/conference gatherings and participate in off-site meetings, which may involve some occasional evening/weekend.
• Responsible for supervision of all assigned staff within the Merchants and Technical Partner Support Team. Responsibilities include interviewing, making recommendations for hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Responsible for defining, implementing, and managing existing KPIs and SLAs to ensure customer success.

JOB REQUIREMENTS

• Three years of experience with payment processing or banking with a solid understanding of financial products and strong financial industry experience.
• Excellent written and verbal communication skills
• Strong analytical and client communication skills, as well as experience working in a team on various projects.
• Availability and flexibility with work schedule; weekends, nights, & holidays required as necessary.
• Ability to be self-motivated to establish priorities, be results-oriented, and work independently.
• Must be PC/Windows literate; knowledge of the Internet; knowledge of Windows and Microsoft Office programs helpful; able to learn new and customized programs
• Exposure to working with front, middle or back-office groups. Successful experience managing call center and operational teams.

WORK ENVIRONMENT

• Hybrid - WFH and Chicago area