The Client Services Manager (Brazil Head) leads the Brazil Client Services organization for Wholesale Payments, ensuring an exceptional end-to-end client experience across onboarding, servicing, and issue resolution. This role manages a team of Client Service Account Managers (CSAMs), owns client satisfaction and service delivery outcomes, and partners closely with Sales, Product, Technology, and Operations to modernize the market offering and accelerate commercialization—including advancing an AI-native operating model.
Job Responsibilities:
- Manage a team of Client Service Account Managers (CSAM) with the expectation to hire, train, motivate and coach them as they provide attentive, efficient service to clients, assessing employee performance and providing helpful feedback, training opportunities, and career development.
- Understands how to navigate the organization to drive outcomes for internal and external clients and stakeholders.
- Schedule and deliver weekly staff meetings as well as quarterly check-ins with the Payments country Heads and Sales partners (i.e., review Sales priorities, discuss Service priorities, etc.).
- 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 because of proactive client engagement, digital adoption, and reducing pain points.
- Drive the transformation to an AI-native operating model enabling end-to-end client experience ownership, partnering with Product, Operations, Technology, and Sales to modernize the market offering and accelerate commercialization.
- 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.
- Serves as high-level point of contact and demonstrates strong product knowledge while assisting in the development of product enhancements through active participation online of business.
- Provide high-level guidance to the team and ensure that Client Satisfaction and SLAs are met or exceeded.
- Works closely with Operations and Product areas on behalf of client to deliver proactive solutions through targeted client outreach and programs as well as providing new product enhancement ideas and market (End user) intelligence.
- Leverage existing MIS to track customer volume and revenue activity, escalating any drop off to sales for action, while recognizing new and extended product opportunities.
- Project management skills required to support roll out of new products or business for Payments.
- Ensure that all processes are performed in a correct and timely manner in alignment with specifications and procedures requirements.
- Assess existing capacity and define capacity needs.
- Meet/beat financial and headcount targets.
- Enhance capacity model with greater data precision to ensure balanced portfolios and appropriate staffing.
- Certify Policies & Procedures (P&Ps) without missing any recertification due dates.
- Prioritize diverse and inclusive environment.
- Provide back up for all activities when necessary.
Required qualifications, capabilities, and skills
- Have a minimum of 10 years of managerial/leadership experience.
- Demonstrated strong people, project, risk management skills, and a passion for excellence.
- Comprehensive understanding of Wholesale Payments products, processes, and relevant market knowledge.
- Ability to act with authority and influences others to take appropriate action; drives decisions and manages through conflict and change.
- Negotiation and Strategic planning skills.
- Strong oral and written communication skills.
- Multi-tasking, Time management, and Organizational skills.
- Excellent problem solving, analytical skills and attention to detail.
- Working knowledge of MS Office and Business Applications.