Omnipay Client Services Manager

Omnipay Client Services Manager What you will do:

• Take ownership of ticket and customer enquiries and resolve queries for your portfolio of clients promptly and in a controlled manner
• Reduce the number of new and open client tickets
• Support efforts to exceed our Likelihood to Recommend scores for the global financial brands we support
• Organise and manage regular client service reviews, including gathering relevant client information for MBRs and QBRs
• Act as a client champion and the customer's voice/advocate within the business, ensuring service delivery meets company standards by meeting and exceeding agreed KPIs and SLAs
• Monitor operational performance of services, identify trends in enquiries and implement plans to reduce future query levels
• Deliver training and guidance to new and existing clients and assist in coaching and upskilling team members when required
• Provide on-call, bank-holiday and weekend support on a rotational basis
• Produce SLA reporting
• Support and point of escalation for major incidents

What you will need to have:

• Client-focused, able to identify, empathise with and satisfy client needs
• Strong relationship-building skills and ability to communicate clearly and concisely
• Quality-focused with strong attention to detail and ability to plan and prioritise tasks effectively in a busy, fast-paced environment
• Self-motivated with the ability to work on own initiative and as part of a team, and able to work under pressure to tight deadlines
• PC literate, particularly with the Microsoft Office suite; comfortable working in a technology-based fintech environment

What would be great to have:

• Previous experience working in a client-services environment supporting corporate-level clients, ideally in payments or fintech
• Experience in a payment-processing customer-service role
• Familiarity with incident tracking, ticketing and SLA reporting tools
• Experience providing on-call and rotational cover for bank holidays, weekends and out-of-hours incidents
• Prior exposure to regulated financial-services operational environments

Diversity and Inclusion

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.