Senior Regional Client Service Manager

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

Responsibilities

Essential responsibilities include:     

• Own the development and implementation of the Client Services strategy across the Americas.
• Ownership of client service relationships to C-Level, ensuring optimal client satisfaction through achieving service levels and building strong relationships.
• Serve as a liaison for clients addressing any concerns related to the delivery or support of their service.
• Establish and maintain positive, trusting relationships with both internal and external stakeholders, including clients, vendors, and partners.
• Oversee and resolve client escalations, conducting root cause analysis, implementing solutions, and establishing preventative measures.
• Develop and enhance the client-facing reporting and documentation suite.
• Prepare and present service reports and presentations, collaborating with necessary internal and external stakeholders to ensure accuracy and adherence to deadlines.
• Maintain client directories, ensuring current information is available for all internal teams.
• Conduct regular service reviews with clients to identify areas for improvement and take ownership of resolving any issues that arise.
• Complete pre and post meeting tasks, maintain action registers, and ensure all action items are completed.
• Execute Service Improvement Plans using project management methodologies to ensure a structured approach to achieving desired outcomes.
• Identify potential upselling opportunities and communicate details to the Account Management team.
• Undertake domestic and international travel as necessary for in-person client engagements within the Americas region.
• Collaborate with internal TNS teams to ensure that client expectations and requirements are fulfilled, whether as part of a project or through ongoing support.
• Analyse datasets and interpret information to identify opportunities for process improvements and service enhancements across the organization.
• Assist in developing client-centric procedures and promote a continuous improvement ethos to ensure clients across the region receive leading industry support and interaction.
• To oversee and project manage diverse initiatives aimed at maintaining a consistently high level of client satisfaction.
• Offer expert local knowledge to advance and resolve incidents efficiently.
• Provide a level of Incident Management engagement to key clients if required, including real time engagement and the production/delivery of incident reports.
• Ensure all client solutions (technical design and service operational model) are well understood, and customer design/solution documentation is current and correctly distributed.
• Perform contract and RFP reviews, provide input and critique on behalf of operations.
• Effectively articulate operational support structure and procedures to internal exec. / senior management and clients.
• Collaborate with clients, internal teams and 3rd parties to ensure solutions are routinely tested and failover procedures are executed.
• Conduct sign-off and communication procedures for change management activities.
• Ensure procedures for Incident, Change, and Problem Management are consistently followed according to the client's service level agreement.

• Represent the customer's perspective regarding identified issues, risks, and product development.

• Review business wide areas of improvement, efficiency and potential cost reduction opportunities; employing a see it, say it, fix it mentality.

• Maintain core office hours from Monday to Friday, with the ability to work beyond these hours as necessary.
• Adhoc tasks as requested

Desired Competencies

• Client value and service excellence - Develops responsive solutions that add value to the Client’s business by focusing on the Client’s needs, concerns and priorities.  Meets and exceeds expectations while delivering high quality results on time and on budget.
• Flexibility - Adjusts positively to situations that involve rapidly changing tasks, shifting priorities, simultaneous demands or transitions into new assignments.
• Initiative - Takes a proactive, self-reliant approach, identifying and seizing opportunities and taking decisive action.
• Resilience - Demonstrates the ability to recover strength, fortitude and motivation quickly in the face of adverse outcomes.
• Interpersonal Understanding - Demonstrates ability to empathize with colleagues and clients in order to better understand their needs or concerns.
• Teaming - Works to create a positive, participative work environment to promote team efforts and a shared sense of purpose.
• Continuous Learning & Self Development - Proactively balances personal career growth with Company needs by optimizing use of internal and external training resources, networks and knowledge bases.  Continually enhances individual and, through that, Group knowledge to generate more efficient client solutions.
• Attention to Detail - Applies thoroughness to all aspects of work performed for internal or external clients.  Continually seeks improvement upon solutions and gets to the “next level”.
• Communicating - Brings ideas and thoughts in a clear focused manner using effective verbal and nonverbal communication techniques and listens to others in return.
• Conflict Management - Secures optimal resolution by pointing out conflicts and disagreements and trying to resolve them.
• Decision Making & Judgement - Reaches conclusions and takes action on the basis of thorough analysis and experience.
• Influencing - Demonstrates the ability to present ideas persuasively to provide insight, gain buy-in, and/or steer others to specific outcomes.
• Presentation - Uses tools and techniques to represent ideas, results, issues and recommendations in a clear concise manner appropriate for the audience.
• Time/Task Management - Analyzes tasks and understands the time necessary to complete projects and acts accordingly.
• Executive Interaction - Assesses and discusses with executives the strategic business issues, the implications of those issues, and potential solutions.
• Managing and Controlling - Controls a project, service or organizational area so that it realizes planned budget or revenue within costs and meets or exceeds agreed project or service level objectives by the target date.
• Planning and Organizing - Develops short, medium and long-range plans that are comprehensive, realistic and effective in meeting task, service, project, organizational unit or program goals.
• Solution Design - Proposes solutions that meet or exceed client needs and expectations and align with the Group’s strategy.
• Transition Management – Identifies, executes and takes the wider business on the journey

Desired Experience

• 7+ years’ Operational Service Delivery experience in the Payments or Telecommunication Industry
• Solid understanding of Payments networks and ecosystem
• Experience managing Service Level Agreements (SLAs)
• Experience in reviewing contracts and providing input into RFP from an operational lense
• Previous experience in a client facing positions at the C-Level required
• Technical experience in either Networks, Telecommunication and/or Payments advantageous
• Strong process mapping and writing experience required
• Strong experience in reporting development required
• Strong project management experience required
• Capable of leading and tracking numerous projects with divergent schedules
• Experience working within a global organization is favorable but not required
• Knowledge and experience of Microsoft Office applications including Word, Excel, PowerPoint, Project.

 Education and Training

• ITIL Foundation and partial-Intermediate Certified
• Educated to Degree standard or equivalent level of Industry experience

Qualifications

Desired Competencies

• Client value and service excellence - Develops responsive solutions that add value to the Client’s business by focusing on the Client’s needs, concerns and priorities.  Meets and exceeds expectations while delivering high quality results on time and on budget.

• Flexibility - Adjusts positively to situations that involve rapidly changing tasks, shifting priorities, simultaneous demands or transitions into new assignments.

• Initiative - Takes a proactive, self-reliant approach, identifying and seizing opportunities and taking decisive action.

• Resilience - Demonstrates the ability to recover strength, fortitude and motivation quickly in the face of adverse outcomes.

• Interpersonal Understanding - Demonstrates ability to empathize with colleagues and clients in order to better understand their needs or concerns.

• Teaming - Works to create a positive, participative work environment to promote team efforts and a shared sense of purpose.

• Continuous Learning & Self Development - Proactively balances personal career growth with Company needs by optimizing use of internal and external training resources, networks and knowledge bases.  Continually enhances individual and, through that, Group knowledge to generate more efficient client solutions.

• Attention to Detail - Applies thoroughness to all aspects of work performed for internal or external clients.  Continually seeks improvement upon solutions and gets to the “next level”.

• Communicating - Brings ideas and thoughts in a clear focused manner using effective verbal and nonverbal communication techniques and listens to others in return.

• Conflict Management - Secures optimal resolution by pointing out conflicts and disagreements and trying to resolve them.

• Decision Making & Judgement - Reaches conclusions and takes action on the basis of thorough analysis and experience.

• Influencing - Demonstrates the ability to present ideas persuasively to provide insight, gain buy-in, and/or steer others to specific outcomes.

• Presentation - Uses tools and techniques to represent ideas, results, issues and recommendations in a clear concise manner appropriate for the audience.

• Time/Task Management - Analyzes tasks and understands the time necessary to complete projects and acts accordingly.

• Executive Interaction - Assesses and discusses with executives the strategic business issues, the implications of those issues, and potential solutions.

• Managing and Controlling - Controls a project, service or organizational area so that it realizes planned budget or revenue within costs and meets or exceeds agreed project or service level objectives by the target date.

• Planning and Organizing - Develops short, medium and long-range plans that are comprehensive, realistic and effective in meeting task, service, project, organizational unit or program goals.

• Solution Design - Proposes solutions that meet or exceed client needs and expectations and align with the Group’s strategy.

• Transition Management – Identifies, executes and takes the wider business on the journey

Desired Experience

• 7+ years’ Operational Service Delivery experience in the Payments or Telecommunication Industry

• Solid understanding of Payments networks and ecosystem

• Experience managing Service Level Agreements (SLAs)

• Experience in reviewing contracts and providing input into RFP from an operational lense

• Previous experience in a client facing positions at the C-Level required

• Technical experience in either Networks, Telecommunication and/or Payments advantageous

• Strong process mapping and writing experience required

• Strong experience in reporting development required

• Strong project management experience required

• Capable of leading and tracking numerous projects with divergent schedules

• Experience working within a global organization is favorable but not required

• Knowledge and experience of Microsoft Office applications including Word, Excel, PowerPoint, Project.

• For this role, we anticipate paying $135,000K - $165,000K annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

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 Education and Training

• ITIL Foundation and partial-Intermediate Certified

• Educated to Degree standard or equivalent level of Industry experience

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.