Client Services Team Lead

Relocation costs will not be subsidized.

Manage the overall function and resources providing support services for the service users with a strong IT service delivery best practices knowledge, project management experience, client services/relationship management. Ensure the smooth running of the day-to-day activities, generate & review weekly/monthly performance metrics and dashboards to provide regular reporting on the service to senior management. Should have the SLM (Service Level Management) knowledge to effectively utilize the vendor resources. Should be able to identify the risk involved while making resource or process changes and come up with mitigation plans.
- Provide 2nd Level technical support for the End User Support Group.
- Train / Coach / Mentor the group on all policies and procedures on a continual basis.
- The role of the Client Services Operations Manager is to support a large and complex Bank Holding company technical assistance global team on a 24x7 basis
- Have a clear understand or Service center best practices and reporting methodologies
Principal Responsibilities

- Provide daily direction to the on-site resources, both FTE & FTO’s.
- Assist in the development and implementation of a quality assurance program including:
- Client Interactions/Relationship Management: establish focused customer satisfaction surveys, follow-ups, correctional action plans, plan & organize refresher trainings for the USG personnel
- Instruct personnel on standard procedures and processes
- Work with the global team to insure that the Global Technical Services Operations team is providing consistent support
- Review standard operating procedures and processes and recommend process improvements.
- Assist in the Development of training program with Service Center Trainer for new employees and career development for existing staff.
- Responsible for Service / Operational Level Management to maintain the efficiency and effectiveness levels of the technical support desk
- Responsibilities include technical support management to ensure availability, stability, and adherence to service levels of the internal clients.
- This individual will be working closely with the staffing coordinator, who oversees the scheduling and internal organization of technical support staff
- This would involve administrative work and exploring ways of improving help systems for the management of a rapidly growing sales force and brokerage business.
- In addition, the candidate will work closely with a variety of personnel within the Global Technology Client Services team including the Client Services Operations Management, Team Leads, Shift Supervisor and Technical Representatives.
- Develop functional specifications for systems, problem isolation and resolution flow
- Manage communication and information flow with FTE, temps and new hires attending training.
- Verify timely and appropriate communications are provided to Operations Manager regarding maintenance activities and outages
- Act as approval point for standard and emergency redundancy and backup systems activities
- Provide guidance and support to technical support teams
- Strong technical knowledge in order to communicate effective within a Global technical support team
- Ability to work multiple tasks, prioritize and thrive in a fast-paced deadline driven environment