• Report to Senior Managers• Heads client services for a U.S. Financial program on a regular basis through KPI, SOW/ Business reviews and workforce planning • Financial manager through key performance achievement of operations and support groups;• Determines client needs and works with Functional heads to achieve client expectations; Client Services Manager;• Ensures financial health and profitability by revenue management and cost/budget planning; • Regular planning with Workforce and Recruitment to ensure staffing readiness and hours efficiency; • Calibrates with Quality and Training re client expectations and recency of tool and knowledge base updates• Manages Tier 1 Operations and oversees key departments (QA, Training, HR/Rec, WFM)) • Delivers Service Level and NPS, FCR and CSAT performance through operational discipline

Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and servicesMake employment decisions and set performance standardsIdentify opportunities for developing and monitoring service standards and goals in Customer Service functional areaMake daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care managementLeverage interpretation of policies, procedures, and practicesCollaborate with first line managers and team regarding escalated client inquiries or complaintsInteract directly with internal and external customersManage allocation of people and financial resources for aligned functional areaMentor and guide talent development of direct reports and assisting in hiring talent

• People Management as well as agent development.• Operational Management: Managing the floor, adherence to schedule.• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.• Leads a team of Supervisors in day-to-day function, including directing, planning, supervising and evaluating of assigned staff.• Monitors performance of the LOB according to established standards.• Plan and lead the execution of employee engagement, rewards and recognition to help drive performance and mitigate attrition.

Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals. Developing and implementing a timeline to achieve targets. Delegating tasks to team members.

• Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals. • Developing and implementing a timeline to achieve targets. Delegating tasks to team members.• Assigned to supervise a team under a Travel account.• Develop a strategy the team will use to reach its goal.• Provide any training that team members need.• Communicate clear instructions to team members.• Listen to team members' feedback.• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.• Manage the flow of day-to-day operations.• Create reports to update the company on the team's progress.