The Mexico Client Service team is a client facing group providing support for domestic in-country clearing as well as for operation in US and EMEA accounts to Subsidiary Banking, Local Large Corporates and Non-bank FI clients.
As the Mexico Payments Client Service Head you will lead a team of Client Service Account Managers (CSAMs) with the expectation to hire, train, motivate and coach them as they provide attentive and proactive service to clients.
Job Responsibilities
Schedule and deliver weekly staff meetings as well as quarterly check-ins with the Payments country Heads and Sales partners (i.e., review Sales priorities, discuss Service priorities, etc.). Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas. Direct relationships with clients and internal service providers, resolves issues, directs production and establishes and monitors client SLAs. Drive 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. Owns and drives exceptional client and team outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy. Perform quality controls and monitor KPI’s. Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests.
Required qualifications, capabilities, and skills
Have a minimum of 5 years of managerial/leadership experience. Greater than 5 years in a Service or Client Relationship focused environment. Demonstrated strong people, project, risk management skills and a passion for excellence. Comprehensive understanding of Wholesale Payments products, processes and relevant market knowledge. Must be fully fluent in Spanish and English.
Preferred qualifications, capabilities, and skills
Ability to act with authority and influences others to take appropriate action; drives decisions and manages through conflict and change. Negotiation and Strategic planning skills. Strong oral and written communication skills. Excellent problem solving, analytical skills and attention to detail.
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