Job Ref: 213331006

Date: 2021-03-10 11:29:37

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Our client, a well-established financial services provider is seeking a permanent Mass Payment Client Services Supervisor.
You will be responsible for solutions building and mapping, implementation/client training, enquiry handling and account management. You will be servicing a rapidly growing book of enterprise level accounts with complex servicing and payment needs that has seen extensive recent growth and has aggressive future expected pipelines.
You will have a combination senior of client facing skills, line management experience, operational knowhow and problem solving. You will expertly switch between commercial and operational decision making to drive daily service delivery.
As a supervisor you will be tasked with escalations, training, support and responsibility for maintaining daily departmental KPI performance. You will use your experience and natural leadership to drive forward our industry-leading service.
Responsibilities:
* Line management
* Team performance (service levels, response times, driving account success/growth)
* Team development – Carrying out performance reviews and setting personal targets
* Driving departmental change and improvement
* Become a 'go to’ person on both their payments platform/software and the full trading/payments cycle throughout lifespan of client
* Assist clients in all stages of relationship from early-stage integration/onboarding through to daily trade booking/support
* Presentations and live client demos/training as necessary
* Be a representative on the front line for the product/service.
* Answering client daily banking enquiries
* Payment queries – investigating payment issues/ liaising internally for banking updates/confirmations and accurately conveying updates to clients
* Highlight currency-specific banking/payment requirements and building personal knowledge on currency suite to help clients (particularly in more exotic currency markets)
* Relationship management
* Keeping the 'client experience’ a priority – demonstrable customer service awareness/experience.
* Drive to solve issues/improve the experience – think and act on how the account/relationship can develop
* Ability to tailor service to different clients/accounts with their distinct requirements/ways of operating
About you:
* You naturally set the tone for world-class client support and instil confidence when dealing with clients or internal stakeholders
* You have clear management abilities and can deal with a wide range of internal and external issues and support training structures and team development
* You have dealt with live currency trade booking, banking information, figures and high value/volume payments and clients
* Helping the team to identify issues pre-emptively (e.g. payment dates, banking data etc.), and constant awareness of the '’big picture’’
* Ability to excel with previous experience within a busy client-facing environment with significant monthly workload peaks
* Managing workload around tight time constraints
* Confidence liaising and mediating between multiple internal departments to find solutions
* Confidence in dealing directly at a senior level with clients as an ambassador for the brand and product in terms of your service approach and interpersonal skills
* Have the capacity to manage different types and nature of enquiry simultaneously across several platforms and for different type of clients
* Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts
* Confidence dealing with numbers – exchange rates, profit margins and an awareness of commercial implications
* Confidence to find solutions working with teams internally – take ownership of client issues/ queries and see through to end
* Experience with Microsoft suite (excel)
* Interest in currency markets

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