Global Payments is a world leader in financial technology and software solutions. We are committed to exemplary service to our employees, customers and communities. Driven by passion to provide great experiences we bring our expertise and global perspective to vertical software markets and integrated commerce.
Comprising leading service providers like Ezidebit, Eway, Storman and Sentral Education, the Global Payments Australia & New Zealand (GPAU/NZ) family delivers a broad range of technology solutions that help all-sized businesses innovate and grow. We bring the power of software and complexity of payments together and make it simple..
About the role:
As the Client Support Manager, you will be critical in leading and shaping our Customer Support Journey. Managing the operational support functions across both the Ezidebit & Eway payments brands, you are responsible for ensuring our customer support teams deliver an outstanding customer experience. Working closely with internal stakeholders and the senior leadership team, you will drive continuous improvements and champion a customer focus within the business.
Your key responsibilities will include:
Leading and driving the performance of both the Ezidebit and Eway support teams to ensure our customers have an excellent service experience;
Engaging in ongoing development and coaching of Team Leaders to drive performance and exceed business expectations;
Identifying and driving continuous improvements around our support experience, leveraging client and internal feedback to drive change;
Acting as the voice of our customers, utilising data to shape and drive improvements across our products, features, services and commercial opportunities;
Liaising directly with senior leaders across the organisation to drive revenue, customer engagement programs and innovative approaches to research, collaboration, and customer satisfaction measurements;
Conducting analysis, preparing reports and presenting findings on key data to executive management.
Managing relationships with external stakeholders such as key business partners, integration partners and key nominated clients.
You are a customer centric leader who is passionate about exceeding customer expectations by providing service excellence. You have high attention to detail and strong problem-solving skills which you demonstrate and impart into your team. You are energetic, goal orientated and enjoy creating a fun, fast paced and high achieving culture within your team.
You also bring:
At least 7+ years of experience in a management role within a fast paced environment with tight deadlines and shifting priorities;
Strong change management skills with proven experience successfully driving at a team level;
Proven ability to identify and drive process improvements;
Excellent communication skills with the ability to develop strong interpersonal relationships with both internal and external stakeholders;
Exposure to a software service provider is highly desirable, however not essential!
If you are ready for your next challenge, apply today to join a world leader in financial technology and software solutions.
For a confidential conversation please contact Stacey Russon on 0431738158
We respectfully ask that no recruitment agencies contact us in regards to this position.
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