Description:
The TTS Financial Institutions Regional Service Manager utilises their subject matter and industry expertise to develop, offer & maintain superior client experience. Develops an in-depth understanding of how areas collectively integrate across functions/locations as well as contribute to the objectives of the overall business. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic materials to identify potential process, efficiencies/enhancements and/or carry out detailed client reviews. Excellent communication & diplomacy skills are required. Significant client portfolio at a regional level, demonstrating ability to influence, negotiate & collaborate with regional & global partners to achieve the desired outcome.
Responsibilities:
- Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products.
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence.
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client's business and unique requirements.
- Takes regional ownership of client servicing issues and facilitates resolution through engaging the organisation's business partners.
- Provides support and guidance to service partners to ensure a seamless client experience across regions.
- Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation, and safeguarding the organisation, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- Ideally 5+ years relevant experience.
- Previous experience in client facing level 1 technology support or client service.
- Excellent attention to detail and proficient problem-solving skills.
- Excellent interpersonal and verbal & written communication skills.
- Ability to thrive in a high-volume team environment.
- Ability to educate clients on navigation and functionality in a virtual environment.
- Experience working directly with clients.
- Ability to review potential issues, document the relevant details and escalate to the appropriate technology/product/etc. teams.
- Excellent organizational, time management and prioritization skills