Join a team where you will have direct responsibility for managing a team of Client Service Account Managers that are responsible for a portfolio of large LATAM corporate or financial institution clients.

Payments Client Service Latin America (LATAM) serves the top tier LATAM clients on their Cash Management necessities. 

As a LATAM Client Service Manager, Team Lead, you will play a critical role in building and maintaining strong client relationships. You will lead a team of Client Service Account Managers, working collaboratively with various departments to deliver excellent service and meet our client's needs.

Job responsibilities:

• Lead and mentor the Corporation Client Service Account Management Team by providing guidance, training and support, setting performance expectations, monitoring progress, and conducting performance reviews
• Foster a culture of teamwork, accountability and exceptional service
• Schedule and deliver weekly staff meetings as well as monthly check-ins with the Sales partners (i.e., review Sales priorities, discuss Service priorities, etc.)
• Steer 100% clients’ requests tracking in near real time, and improve case data quality to reduce transactional inquiries as a result of proactive client engagement, digital adoption, and reducing pain points
• Act as a point of escalation to resolves issues, directs production and establishes and monitors client SLAs. 
• Collaborate with cross-functional teams to identify opportunities for service improvement and drive implementation
• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas. 
• Analyze root causes of recurring problems
• Perform quality controls and monitor key point indicators
• Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests
• Serve as high-level point of contact and demonstrate strong product knowledge while assisting in the development of product enhancements through active participation on line of business

Required qualifications, skills and capabilities:

• Bilingual in Spanish
• Minimum of 4 years of relevant industry and/or functional experience 
• Demonstrated strong people, project and risk management skills 
• Ability to build solid working relationships with internal partners
• Negotiation, consultative skills to effectively communicate to internal/external clients

Preferred qualifications, capabilities, and skills :

• Business College degree 
• Advanced understanding of core and intermediate Treasury Services product sets