Client Services Manager – BFSI – Kingston

If you are an excellent communicator, people naturally follow your lead, and possess a minimum of five years of experience in Client Services, we have an exciting opportunity for you! Join our team as a Client Services Manager (CSM) for BFSI processes, where you’ll be at the forefront of maintaining exceptional service standards for our valued clients by ensuring that the client’s vision, expectations, and needs are articulated and executed by all stakeholders of the Company.

In this role, you will collaborate closely with internal stakeholders to ensure that you not only meet the client’s expectations but also exceed them continiously. In addition, your partnership with various teams and stakeholders, including members of the operations and human resource management team, will be vital in addressing challenges, seizing opportunities, and adapting to changes in regulations and client needs. If you’re passionate about delivering top-notch service and fostering strong client relationships, apply now!

Job Description

  • Manages, monitors, and reviews all assigned NA client portfolios while performing all responsibilities aligned with the client’s requirements.
  • Coordinates the onboarding process for the new clients, including document execution and deliverables tracking, etc.
  • Ensures all stakeholders receive clients’ SharePoint access for further document review and proper process implementation.
  • Directs and manages account staff, overseeing execution of all account initiatives starting from inception to completion.
  • Active participation in weekly client calls and strategic and tactical planning sessions with client leadership, along with supervision and coaching of experienced direct reports to ensure flawless execution of deliverables and financial forecasting, aligned 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 in time, and all relevant parties stay 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, who recommends and leads internal meetings/ training/task forces to enhance the entire agency and drive the client’s 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 of detail across all stakeholders.
  • Ensures the delivery of prompt and expert account servicing while processing back-office documents.

Job Requirements

Required Qualifications and Experience

  • Bsc. In Accounting and Finance or an equivalent combination of relevant experience and education.
  • Minimum five years of relevant experience.
  • 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:

Join Fusion CX in Kingston, Jamaica, as a Client Service Manager to serve BFSI clients and elevate your career to the next level. A wide-spread global CX transformation company offers you the opportunity to learn and grow and exposure to a diverse range of renowned clientele from the BFSI industry. Be part of an environment that propels growth and values integrity, teamwork, and excellence. With visionary and supportive leadership, advance your career at Fusion CX. Come aboard and embark on a transformative journey with us!

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