SHAZAM Network - ITS, Inc. · 1 day ago
Manager, Client Support
Des Moines, IA, US
Full-time
Onsite
Mid, Senior Level
$76K/yr - $113K/yr
5+ years expSHAZAM Network - ITS, Inc. is committed to strengthening community financial institutions by providing exceptional customer service. The Manager, Client Support will lead the Client Support team, overseeing daily operations and ensuring high-quality service to clients while fostering team development and collaboration across departments.
FinanceFinancial ServicesService Industry
No H1B
Responsibilities
Lead SHAZAM’s top-in-the industry client support team as they support our financial institution, processor, merchant and service provider partners
Oversee daily operations of a contact center, ensuring that service level standards are met, and contact center is staffed appropriately
Represent Client Support in cross-departmental meetings, working across the organization to facilitate change and process improvement
Create learning and development plans for your staff
Proactively support clients by facilitating meetings regarding exception and operational questions. Handle client escalations to resolution
Collaborate with cross-functional management teams, other department managers, and leaders
Manage employee staffing lifecycle by recruiting, interviewing, hiring, staff retention, and performance management
Develop comprehensive training programs and supporting documentation
Qualification
Required
5 years' experience in retail banking or banking operations
Professional demeanor, solid networking expertise, and relationship building
Demonstrated experience resolving sensitive client issues
Experience in leading and managing a diverse team, their success, and ability to do so in a hybrid staffed environment
Proficient in MS Office applications, specifically Word, Excel, and PowerPoint
Proven operational planning skills in forecasting, metrics, capacity planning and resource allocation strategies
Preferred
Experience leading in a call center or in a phone support environment strongly preferred
Benefits
Health, dental, and vision insurance
401(k) retirement plan with company match
Flexible spending and health savings accounts
Life insurance and short- and long-term disability provided at no cost
Time away from work – PTO, VTO, paid parental leave, and company holidays
Educational assistance
Professional Certification Bonus program
Company
SHAZAM Network - ITS, Inc.
SHAZAM Inc. is a trusted leader in financial technology empowering community banks and credit unions with innovative payments solutions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Paul Waltz
President and CEO
Terry Dooley
Executive Vice President and Chief Operating Officer
Recent News
Company data provided by crunchbase