Manager International Client Services

Job Description

The Client Services Manager is responsible for supporting centrally managed accounts across APAC and EMEA through a team of dedicated support and service staff. Provides operational business support for business partners to include daily payment operational activity, manage customer service relationship, training, customer analytics, along with resolving escalated customer issues. Must be articulate and present operational metrics and requests to leadership on a regular basis.

Responsibilities

Lead and direct a B2B Operations Centrally Managed Team (CMA) in 12 hours shift across 5 working days. The team support is targeted to support partners across the globe with 24 by 7 environment.

Scheduling of diverse team members to cover different time zone and languages.

Must be able to manage multiple offsite and onsite teams. Comfortable working in a virtual / remote setup to achieve operational excellence through operational service delivery.

Prepare training materials, documentations and SoPs to meet team needs.

Develop and implement service plans, process for performance management, exceed SLAs and continuous improvement against established KPIs

Provide executive level visibility to operational performance, incidents, resource management and service level performances.

Collaborate and build strong relationship with US and UK internal support and resolution teams.

Prepare, review, interpret and analyze a variety of information, data, and reports to recommend & implement process / procedures to improve service efficiencies and enhancements.

Leads strategic department projects, supporting other company project and initiatives.

Manage KT, coach and mentor the team.

Must continuously research for automation opportunities and standardization across various teams.

International travel is required.

Minimum Qualifications

At a minimum, here’s what we need from you :

Bachelor's Degree in Business, Technology, or related field

12+ years’ experience with business operations, B2B customer service in a financial services environment

Demonstrate leadership skills and managerial qualities esp in team management and collaboration with internal stakeholders.

Proficient in Excel, PowerPoint, and Word. Must demonstrate experience and confidence in doing analysis in Excel.

Preferred Qualifications

If we had our say, we’d also look for :

Master of Business Administration

Credit Card / Payment Scheme Industry Experience

And by the way, while you’re waiting to hear from us, don’t forget to check out the great benefits Discover offers.

Application Deadline :

The application window for this position is anticipated to close on Jun-26-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status.