If you are looking to lead a dynamic team in the Payments Solutions Centre, this role is for you.

As a Client Service Manager - Senior Associate in the Payment Solutions Center, you will be responsible for leading a team within our support centre, manage the day-to-day operations of the department and ensure that business objectives are consistently achieved. This position involves closely partnering with various stakeholders to lead local strategies for sustainable performance, improve enterprise-wide processes, and meet business objectives.

Job responsibilities

• Provides management support and oversight of the Payments Solutions Center team that span businesses and products; includes business planning, strategy, and resource allocation
• Creates a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
• Manages and directs team activities and monitor progress
• Develops and implements operational plans, actions, and programs in support of long-term business objectives
• Operates in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
• Assists Internal Partners with escalations, questions and/or general support needs
• Participates in all hiring and performance management activities pertaining to the team
• Handles special projects and tasks as assigned by Management

Required qualifications, capabilities, and skills

• Proven leader of teams with a passion for customer service, with a focus on excellence, servicing customers in an eCommerce or financial services environment
• Ability to deliver on KPIs and execute on process improvements
• Passion for leadership, and coaching and developing employees, with a high degree of positive energy and endurance
• Excellent communicator and listener, both verbally and in writing, who is able to present persuasive arguments to executives and customers
• Ability to multi-task effectively and prioritize rigorously
• A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
• Ability to present complex information in an understandable and compelling manner
• Experience with statistical / trend analysis including merging multiple data points, creating ad hoc reports and translating results into strategy