Position summary:
The Director, Client Services will oversee a team of Payment Specialists who serve as the face of TCH, providing clients a primary point of contact for payment system support needs, while simultaneously coordinating with the other operations teams to fulfill client needs. The Director will oversee a team responsible for Client Services to ensure that all TCH clients receive the high-touch, personalized service that is the bedrock of the customer-first support model. The Director, Client Services will also be responsible for identifying areas of opportunity and drive transformations to continuously evolve the organization. This includes process improvements, automation, and staff training.
Qualifications required:
- Bachelor’s degree preferable; Business Management major preferred.
- Minimum 3-4 years in a high touch client service and/or operations experience.
- Proven leadership skills that include experience leading teams, coaching, and mentoring remote and onsite staff.
- Financial Services background focusing on payments, investigations, and transaction processing.
- Must have experience working with service level metrics and driving continuous improvement using metrics.
- Candidate must exhibit an entrepreneurial mindset with exceptional interpersonal skills, and a strong desire towards issue resolution while maintaining minimal number of handoffs.
- Experience managing tense situations while maintaining a calm composure for clients and staff.
- Outstanding problem solver with an analytical mindset, excellent organizational skills and demonstrated passion for detail.
- Excellent verbal and communication skills (i.e., the ability to bring actionable insights through effective communication and establish good rapport with internal and external customers).
- Available to provide coverage when needed.
- Ability to work in a fast-paced environment with competing time sensitive priorities.
- Strong controls mindset to ensure firm policies and procedures are adhered to and regulatory requirements are met.
Qualifications desired:
- Experience working in a Mainframe and Windows Distributed systems environment.
- Familiarity with data analysis, intermediate to advanced Excel skills. Technical aptitude and a demonstrated desire to continuously learn.
- Knowledge of ISO 20022 Payments format a plus
- ACH Professional (AAP) certification, a plus.
- Unisys experience is a plus.
- Should demonstrate a strong knowledge of clearing and settlement functions.
- Banking systems background in a batch and or real-time
Essential functions and responsibilities:
- Partner cross-functionally to drive business process improvements through automation solutions such as RPA.
- Ensure adequate coverage for vacation, sickness & peer absences.
- Mange team across two sites in a hybrid environment, ensuring frequent touchpoints for inclusivity and cohesion.
- Collaborate with stakeholders to effectively resolve client issues/escalations
- Act as a liaison with customer relationship management, product, implementation, and operations
- Own and drive consistent positive client experience
- Analyze and evaluate existing processes. Ensure operations and procedural documentation are up to date and identify opportunities to improve processes to further enhance the client experience and/or improve upon existing controls.
- Provide continuous learning opportunities as product and client needs evolve
- Drive and motivate staff to provide clients with support in a timely and professional manner
- Oversee implementation of new processes and procedures.
- Investigate and troubleshoot any problems that arise with processes, procedures, and operations.
- Identify knowledge and skill gaps and actively work to create a multi-skilled team. Provide training and continuous learning opportunities as product and client needs evolve.
- Evaluate gaps in the functionality of current TCH tools and technologies, to deploy improvements that will maximize operational effectiveness and service quality.
- Monitor age and quality of cases generated, addressing any concerns quickly.
Success factors/job competencies:
- All service level agreements are achieved.
- All issues expeditiously resolved and thoroughly documented.
- All documentation completed and maintained accordingly.
- 100% compliance with internal & regulatory requirements
- Ensure training of staff with a focus of skill development and contingency readiness, provide regular, meaningful feedback on team and individual performance
- Clear and timely communication with internal and external customers and co-workers
- Maintenance of department procedures, schedules, and checklists
- Maintenance and creation of reports for team and management
Physical demands and work environment:
Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Occasional travel may be required.
Employees will report to the office two to three days each week.
