Director of Client Services

The Director of Client Services is responsible for managing Giesecke Devrient’s (G D) ePayment US client service team and driving an overall positive client experience for G D's ePayment clients, in collaboration with Sales, Operations, and other internal stakeholders. The Director of Client Services will provide strategic direction and vision for the team, while ensuring promotion of and alignment with G D's ePayment global initiatives.

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Position Location : 1011 Warenville, Suite 452 Lisle, IL 60352 (on site)

DUTIES & ESSENTIAL JOB FUNCTIONS

• Ensure overall client satisfaction, quality service delivery, and successful implementation of client strategy with G D.
• Create an open and honest line of communication between the customer base and the various stakeholders at G D that are, or should be, talking to clients.
• Maintain thorough knowledge of payment solutions client business needs and expectations to ensure alignment with G D processes, procedures, and practices.
• Manage the Account Manager (AMs) and Client Service Managers (CSMs) by setting and measuring against defined goals and expectations.
• Ensure AMs and CSMs have the proper training needed to do their jobs; determine skills gaps and develop training or provide resources and training to address skills gaps.
• Evaluate performance of AMs and CSMs, provide ongoing feedback, and address any performance issues where needed.
• Support the standard dashboard for reporting of client KPIs and other required metrics.
• Participate actively in the recruiting, hiring, and training processes for new AMs and other client service team members.
• Develop and / or adapt processes, policies, and workflows to improve efficiency, profitability, and overall client experience, to include improvements in client information flow with other functional areas at G D.
• Provide strategic direction and vision for the client service team.
• Communicate and work effectively with a wide variety of internal team members to drive client experience awareness and messaging via internal learning / knowledge-sharing.
• Write, update, and train to client service Standard Operating Procedures (SOPs) as business needs and changes dictate.
• Manage account assignment and distribution based on bandwidth, account details, and assessment of client and team needs and dynamics.
• Support Sales and represent G D at client business review meetings, trade shows, and relevant client and industry events.
• Serve as an escalation point for client quality concerns and interface with CSMs, Operations, and Sales team to implement a plan of action.
• Develop and deploy action plans to improve client onboarding, Net Promoter Scores, and overall client satisfaction.
• Serve as a resource for special client requests (e.g., disaster recovery plans, SLAs, meeting coordination).
• Facilitate the reduction of process, technology, and / or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations, and business development.
• Facilitate with client service team members to resolve all major / escalated client service issues.
• Serve as a resource to operations and other G D stakeholders relative to client, client service, and client experience related processes, matters, and needs.
• Manage to established client service team budget and keep expenses under control, while ensuring that human, training, and general work resources are made available to meet G D and client needs.

OTHER FUNCTIONS AND RESPONSIBILITIES

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with applicable Federal and State laws.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

REQUIRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

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