
Client Support Manager
3 days ago
Job Description:
- This role requires a strong leader to manage a team of specialists in a 24x7 environment. The ideal candidate should have excellent communication skills and be able to work effectively with Operations and IT leaders.
- The Manager, Client Support Center will lead the team in ensuring consistent client-friendly communications are created and sent for technology issues that arise in the processing environment.
Responsibilities:
- Manage and retain effective staff to ensure a client-focused and results-oriented team approach.
- Determine team training requirements ensuring current and proficient skill sets within the team; Build staff and team to result in having a strong, high-performance team.
- Overall talent management, including succession planning, coaching for performance, and employee development.
- Collaborate with client teams to understand client requirements and SLAs governing issue escalation and communication.
- Participate in internal meetings recapping production events.
- Work and communicate directly with clients for any production events.
- Maintain the client documentation library ensuring documents are current, accurate, and available to appropriate groups.
- Actively participate in Disaster Recovery/Business Continuity planning and testing to help represent these activities for the client.
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