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Associate Experience: Hear from Veterans of the Armed Services

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Responsibilities

Requisition ID R-10236071 Date posted 03/14/2022 City Bogota Country Colombia

We are searching for a Client Services Manager, who will be tasked with maintaining and improving the quality of our Client Services department, looking into and resolving different incidents or “tickets” and managing and developing the Tech Support team.

The candidate must have some previous knowledge on interpreting information derived of client satisfaction enquiries. And working with it to manage KPIs focusing on the department’s improvement. Keeping accurate correspondence records, meeting regularly with management, updating client details, developing customer service policies, training junior client services agents, and recommending different product options to clients. Your dedication to the needs of our clients will encourage client loyalty and enhance our organization’s growth through positive client-to-business engagement.

Main Responsibilities

· Manage a team who perform day to day servicing for Clients or deliver proactive service solutions to Clients in support of “Customer First” initiatives.

  • Ensure there is collaboration within Client Services and other functional areas to provide a best-in-class customer experience.
  • Provide resources and direction to effectively service customers, Client training, reporting, presentations, and communication.
  • Monitor and effectively managing to establish KPI’s.
  • Implement solutions for identified service trends.
  • Establish a cross-product support culture to create a more efficient environment and enhance the Client experience.
  • Solicit feedback from clients on the overall satisfaction of the operational servicing.
  • Work with the Operations Team on critical initiatives including, but not limited to, external projects, incident response, process improvement, employee training, and developing/maintaining standard operating procedures.
  • Ensure departmental compliance with system auditing, client profile updates, and other administrative duties.
  • Responsible for hiring, managing, and developing employee(s).
  • Creates and maintains a motivational work environment.
  • Preventing and analysis of recurring incidents.

Requirements

  • Degree on Business administration, Industrial Engineering or System Engineering
  • Project management or MBA
  • Advanced English
  • 10 Years’ experience on similar Job fields. Of which 6 years managing teams.
  • Project managing
  • Experience on: Banking Technology, Fintech and Payment methods.
  • PLUS: Knowledgeable about SCRUM and AGILE methodologies

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