Discover. A brighter future.
With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description:
The Client Services Manager is responsible for supporting centrally managed accounts across APAC and EMEA through a team of dedicated support and service staff. Provides operational business support for business partners to include daily payment operational activity, manage customer service relationship, training, customer analytics, along with resolving escalated customer issues. Must be articulate and present operational metrics and requests to leadership on a regular basis.
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Responsibilities
- Lead and direct a B2B Operations Centrally Managed Team (CMA) in 12 hours shift across 5 working days. The team support is targeted to support partners across the globe with 24 by 7 environment.
- Scheduling of diverse team members to cover different time zone and languages.
- Must be able to manage multiple offsite and onsite teams. Comfortable working in a virtual/remote setup to achieve operational excellence through operational service delivery.
- Prepare training materials, documentations and SoPs to meet team needs.
- Develop and implement service plans, process for performance management, exceed SLAs and continuous improvement against established KPIs
- Provide executive level visibility to operational performance, incidents, resource management and service level performances.
- Collaborate and build strong relationship with US and UK internal support and resolution teams.
- Prepare, review, interpret and analyze a variety of information, data, and reports to recommend & implement process/ procedures to improve service efficiencies and enhancements.
- Leads strategic department projects, supporting other company project and initiatives.
- Manage KT, coach and mentor the team.
- Must continuously research for automation opportunities and standardization across various teams.
- International travel is required.
Minimum Qualifications
At a minimum, here's what we need from you:
- Bachelor's Degree in Business, Technology, or related field
- 12+ years' experience with business operations, B2B customer service in a financial services environment
- Demonstrate leadership skills and managerial qualities esp in team management and collaboration with internal stakeholders.
- Excellent command of English and Mandarin is required. Must be at ease and demonstrate email and phone conversation in business Chinese.
- Proficient in Excel, PowerPoint, and Word. Must demonstrate experience and confidence in doing analysis in Excel.
Preferred Qualifications
If we had our say, we'd also look for:
- Master of Business Administration
- Credit Card/Payment Scheme Industry Experience
- Experience in remote management/ tele-helpdesk teams/ operational support via email /technical customer service teams.
And by the way, while you're waiting to hear from us, don't forget to check out the great benefits Discover offers.
Application Deadline:
The application window for this position is anticipated to close on Sept-23-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.