Supervisor Client Services

Summary of This Role

Manages the technical client service team. Sets policies and procedures in the provision of technical support to clients consistent with contractual obligations. Manages team members who are the primary contact with the client to either resolve client issues or define the problem for subsequent action. Partners with Technical and Account Management to develop solutions for clients. Monitors and controls client performance to service level agreements to be used in business planning as well as compilations of the data and indicators for control organizations. Develops and oversees the implementation of support strategies as business revenue stream.

What Part Will You Play?

• Provides overall support of internal client(s). Oversees the production of the team and initiates contact with all parties to resolve outstanding issues/exceptions. Escalates issues to internal departments when necessary. Exhibits the ability to adapt, modify or establish processes or procedures as needed to resolve situations.
• Directs a team that delivers quality customer service by understanding the client’s and Global Payments' strategic initiatives, ensuring sound decisions are being made, understanding the financial implications, identifying revenue opportunities and ensuring service level agreements are met.
• Establishes, maintains and strengthens positive working relationships with all internal stakeholders, clients and counterparts to set priorities for work efforts and to build collaborative teams. Lead, participate, facilitate, or serve on focus groups, and improvement initiatives.
• Collaborate with multiple internal functional areas to identify, interpret, analyze and verify client impact/benefit related to system, module, product or project changes. Ensures team members and the client understand the changes and impacts of the associated requirements (e.g. monetary impacts, compromised data, impact of system changes and/or
• issues to Global Payments, client, and/or vendor).
• Manages team resources to help restore normal operations quickly in the case of a service disruption, minimizing business and client impact. Tasks include coordinating, facilitating and resourcing critical incident and remediation management. Assist internal partners in root cause analysis and corrective actions to ensure issues are resolved in a timely manner.
• Not an exhaustive list; other duties as assigned.