Payments Global Client Service Manager - Senior Associate

Join a team where you will have direct responsibility for managing a team of Client Services Specialists that are responsible for a portfolio of large Latin America corporate or financial institution clients via transactional inquiries. 

As a Client Service Manager, you will be directly responsible for the day to day operations, client service delivery and management as well as oversight of key controls.  Key responsibilities include understanding the products which the client utilizes and how to service inquiries that may arise, identifying opportunities that will improve servicing clients, driving performance against performance metrics as well as driving the appropriate risk focus with the front-line staff. You will manage the team to meet financial goals as well as overall business objectives while partnering globally with the regions where the business operations are located. You will ensure high quality client service and will be directly responsible for addressing escalations from both internal partners and external clients. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels. 

Required qualifications, capabilities and skills:

• Develop a high-performing team 
• Identify staff development needs while providing timely feedback.  
• Review the development and performance management plans for all team members
• Direct the daily activities related to staffing and specialist preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support
• Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation
• Handle team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards
• Shape client service strategies and execution including the communication and administration of strategic initiatives. Work on cross-regional and cross-functional teams and initiatives
• Manage the daily processes regarding the investigation of customer inquiries. This would include overseeing the prioritizing and distribution of work performed by the team
• Maintain, update, analyze and report on production statistics. Review trends and provide recommendations to improve client satisfaction, efficiency, and control 
• Work directly with senior managers globally to identify technology, resource and/or process needs

Required qualifications, capabilities, and skills:

• Must be fully fluent in Spanish and English language, verbal and writing native level
• Minimum 4 years of relevant industry and/or functional experience 
• Good understanding of core and intermediate Treasury Services product sets, systems and channels
• Client-facing skills
• Ability to effectively partner with internal colleagues and external clients
• Strong Data Analytic skills
• Strong time management skills in a fast paced environment; demonstrating ability to balance competing priorities and deliver on commitments

Preferred qualifications, capabilities and skills:

• Fluent in Portuguese 
• Prior proven management experience