Job Responsibilities

Schedule and deliver weekly staff meetings and regular check-ins with other Payments’ partners. Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas. Direct relationships with clients and internal service providers, resolves issues, directs production and establishes and monitors client SLAs.  Drive 100% clients’ requests tracking in near real time, and improve case data quality to reduce transactional inquiries as a result of proactive client engagement, digital adoption, and reducing pain points. Owns and drives exceptional client and team outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy. Perform quality controls and monitor KPI’s. Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests. Provide high-level guidance to the team and ensure that Client Satisfaction and SLAs are met or exceeded. Ensure that all processes are performed in a correct and timely manner in alignment with specifications and procedures requirements.

 Required qualifications, capabilities, and skills

Have a minimum of 5 years of managerial/leadership experience. Greater than 5 years in a Service or Client Relationship focused environment. Demonstrated strong people, project, risk management skills and a passion for excellence. Comprehensive understanding of Wholesale Payments products, processes and relevant market knowledge. Must be fully fluent in Spanish and English. Multi-tasking, Time management and Organizational skills. Working knowledge of MS Office and Business Applications.