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Line of Business Role Description
The Client On-Boarding Manager is responsible for managing a team of client facing technical & account support professionals that assist clients with on-boarding & training. This position is responsible for supervising, motivating and representing the client on-boarding support team along with managing the day to day duties of each team member ensuring that each customer interaction is exceeding customer and company expectations. This leader will become a technical expert in services products and solutions offered by Company and be well versed in solutions in the market.
Provide in-depth technical support, for new and existing clients
Become a technical expert in the products and solutions offered by Bank or America and our 3rd party software and technical partners. Must also be knowledgeable about outside 3rd party services solutions and integrations.
Build/cultivate a team of payment agents focused on on-boarding new clients and supporting the activities of the team.
Evaluate the day to day practices of the direct reports. Provide feedback, coaching and development of skill sets to ensure
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Define and document business processes related to all aspects of on-boarding process including applications, on-boarding, technical issues, fraud prevention, etc.
Establish processes and metrics for the support team.
Analyze metrics to understand health and prioritize automation projects.
Work with product and engineering teams to automate on-boarding process, configuration tools and client reports.
Set goals and monitor progress toward metrics, providing guidance and support in meeting goals.
Report success of the operations and identify bottlenecks in the process.
Prepare and deliver reports to management and senior executives.
Manage technical delivery and coordinate activities with Escalation management on customer escalations as assigned.
Help team to prioritize open issues, define and track bugs clearly for Engineering.
3-5 years experience in technical operations roles
3-5 year experience in managing complex call center teams with inbound/outbound/off phone activity.
Demonstrated leadership skills in a team based environment and the ability to motivate and empower employees.
Experience in remote management of staff across multiple locations
Excellent interpersonal, written, and oral communication skills.
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.
Analytical skills, understanding of basic statistics and continuous improvement methodologies.
Ability to express ideas in a clear and concise manner
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to take initiative and effect change
Microsoft Office Suite products, including but not limited to Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc
5+ years experience in Credit Card/Merchant Services industry experience
Shift:1st shift (United States of America)
Hours Per Week: 40
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