Customer Account Specialist Team Manager/VP

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Job Title: Customer Account Specialist Team Manager/VP

Description

Due to an amazing increase in business, award winning Global Bank is expanding its Prepaid Cards division and seeks a Team Manager/VP.

Job Purpose:
Lead, provide strong support to and continuously develop a team of approx 10-12 Customer Account Specialists. Drive strong team morale and a customer centered culture.

Ensure high levels of client satisfaction through strong product, process and client knowledge. Act as an escalation point for senior client contacts.

Drive CAS led growth in spend and profitability through selling in new products, client specific initiatives e.g. spend ramp, online statement take up, Direct Debit penetration.

Key Responsibilities:
The CAS Team Manager will lead a team of approx 10-12 CAS managing relationships, driving client satisfaction and leading growth with around half of all Commercial Cards clients.

Lead, coach and develop the team to achieve consistently superior customer service
Provide regular constructive, detailled feedback and appropriate support to ensure continuous growth and strong performance
Drive consistently high levels of client satisfaction
Use existing MIS and ad hoc analysis to support performance management and best practice sharing
Ensure that new team members are thoroughly trained on systems, products, processes, policies and the business structure with regular refreshes/updates
Conduct employee performance reviews
Drive strong morale and motivation through recognition, public praise, a culture of achievement
Identify development/growth areas and provide/facilitate the appropriate support/training or coaching
Ensure compliance standards are rigorously adhered to across the team
Work with Implementations, Account Management, Operations and Product to continually improve processes and the knowledge/efficiency of the team
Being a first point of escalation for CAS team members, 2nd point of escalation for clients (after the back up CAS)
Ensure that appropriate cross-training and coverage is achieved across the portfolio of customers managed within the team
Represent the CAS team in key discussions across the various business units, including liaising with process owners to drive process improvements and suggestions for operations
Proactively encourage high employee satisfaction levels. Positively lead a multi-lingual, multicultural operation.

Desired Knowledge/Experience:
Strong knowledge of the Commercial Cards product and associated processes
Customer service experience at a senior level
People Management - Experience of leading a diverse and complex team, preferably in a fast paced customer facing environment
Strong customer facing/relationship Management experience

Skills:
A balance between strategic leadership and a grasp of detail
Ability to lead day to day activities and projects
Strong people skills (leadership, performance management, conflict resolution)
Customer portfolio planning
Highly fluent in English and at least one other European language
Developed analytical skills and the ability to interpret data quickly

Qualifications:
No specific academic or professional qualifications are necessary
Candidate should generally have proven wide experience of managing client relationships and/or team leadership

Competencies:
Ability to work in a high paced environment and to multi-task is essential.
Must have an end-to-end mindset, be able to understand Contact Centre and Operational processes, and critique them for recommending activities and projects to enhance customer experience
Excellent communication skills and an ability to communicate at all levels, both in writing and verbally.
Self-motivated and demonstrate high level of initiative.
Team player
Team leadership, mentoring, coaching
Must be proactive and prepared to investigate issues on own initiative with the minimum of information.

Details

Job Ref:	TJC13/VP
Hours:	Full Time
Location:	London, United Kingdom
Working Term:	Permanent
Salary:	£45,000 - £60,000

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