Client Services Manager – BFSI – Kingston, Jamaica

Are you a seasoned Client Services Manager? Is creating a refined and strategic approach to client satisfaction your forte? Fusion CX Jamaica is seeking an accomplished and experienced Client Services Manager to lead our BFSI process with utmost finesse and expertise. We are in search of individuals with a proven track record of delivering exceptional client service, strategic thinking, and leadership in the financial services sector. If you have a passion for cultivating enduring client relationships and delivering unparalleled services, we invite you to join us and bring your skills and experience to Fusion CX.

Job Description

The Client Services Manager (CSM) for the BFSI processes is responsible for creating and maintaining the highest standard of service to our clients by ensuring that the client’s vision, expectations, and needs are articulated and executed by all stakeholders of the Company. The CSM must create a partnership with the relevant stakeholders, including members of the operations and human resource management team and further communicate any challenges, wins, opportunities, changes in law or any other change to the agreed-upon statement of work.

Job Duties and Responsibilities include but are not limited to the following,

  • Manage, monitor, and review all assigned North America (NA) client portfolios while performing all responsibilities according to the client’s requirements.
  • Coordinate the onboarding process for new clients including but not limited to document execution, process implementation, deliverables tracking, etc.
  • Ensures all stakeholders receive client share point access for further document review and proper process implementation.
  • Direct and manage account staff, overseeing execution of all account initiatives from inception through completion.
  • Active participation in weekly client calls, strategic and tactical planning sessions with client leadership, supervision and coaching of experienced direct reports to ensure flawless execution of deliverables, financial forecasting to align with overall company goals, and budget management.
  • Maintains a new issue resolution process to manage additional client requests and nonstandard inquiries.
  • Ensures issues are resolved timely and all relevant parties are informed.
  • Leads the development, communication, and implementation of effective growth strategies and processes to advance strategic interests.
  • Acts as a client ambassador (advocate) engaged in broader thinking or wider perspective who recommends and leads internal meetings/ training/task forces to improve the entire agency and drive client business.
  • Proactively and continuously proposes new business and new ideas to clients to expand business offerings.
  • Performs overall account analysis and acts to enhance profitability through operational changes, staffing changes, and client renegotiations.
  • Effectively communicates program/project messages at the appropriate level with details with all stakeholders.
  • Ensures the delivery of prompt and expert account servicing while processing back-office documents.

Job Requirements

To excel in the role of Client Service Manager role in Kingston, Jamaica candidates need the following qualifications, experiences, and attributes:

Required Qualifications and Experience

  • Bsc. In Accounting and Finance or an equivalent combination of relevant experience and education is needed for this role.
  • At least 5 years of relevant experience is required for the role of Client Services Manager in Kingston, Jamaica.
  • Demonstrated organizational skills with the ability to self-manage, prioritize initiatives, and collaborate effectively within a team.
  • Familiarity with FDCPA regulations is preferred, though not mandatory.

Essential Qualities

  • Demonstrate communication proficiency.
  • Exhibit adept negotiation skills.
  • Prioritize and maintain strong client focus.
  • Make effective decisions.
  • Analyze and solve problems efficiently.
  • Strive for results-driven outcomes.
  • Embrace teamwork orientation.
  • Possesses technical capacity.
  • Foster a forward-thinking mindset.
  • Ability to work independently and quickly adapt to a fast-changing environment.

Physical Requirements

While performing the duties of this position, the employee is frequently required to sit.  Minimum physical exertion.  Duties involve moving materials weighing up to 10 pounds on a regular basis and up to 20 pounds on an occasional basis.  Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard, mouse, 10-key calculator, phone, and similar machines.

Work Environment

Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Why Join Fusion CX:

At Fusion CX, we prioritize innovation, collaboration, and client satisfaction. As a Client Services Manager in Kingston, Jamaica, you will have the opportunity to work with a diverse team of professionals, drive strategic initiatives, and make a significant impact on our clients’ success. We offer a dynamic work environment, opportunities for growth and development, and competitive benefits. Join us at Fusion CX and be part of a company that values your skills, expertise, and contributions.

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