Client Relations Manager/Team Leader
FIS
Total years of experience :24 years, 10 Months
Managing portfolios for Prepaid clients and liaising as their first point of contact for all matters related to Product, Product maintenance, working with the Project Implementation team for new products implementation, ensuring TAT is met for all new/existing product requests, troubleshooting, providing efficient solutions to enhance the efficiency of the clients Prepaid product. Coordinating with internal teams to escalate real time issues and find a speedy resolution
Information Security portfolio management to ensure strict compliance to all company/prepaid industry guidelines. Maintaining ISO documentation, PCI evidences
Process Training Management - Creating and maintaining a Process Training plan for new hires and up skill plan for existing employees to ensure uniform skill sets across the teams to handle relevant requests
MIS - generating reports to monitor team performance and sharing the data for performance improvement
Team Management - Managing day to day team activities, ensuring performance, sharing performance reports, creating action plans to resolve pain areas
Employee Engagement - Executing regular team outings and activities to maintain a positive/healthy relationship at work
Quality Assurance - Ensuring QA of all tasks completed for clients to ensure set standards and audit guidelines are maintained
SME for Prepaid products
Coaching team to ensure KRA achieved
Team Performance
Off Call Team - Managing and monitoring daily operations of the back end team, defining new processes to ensure optimum productivity and zero errors, ensuring All tasks completed within TAT
Resolution Desk Team - Researching and troubleshooting customer accounts which cannot be resolved on calls by coordinating with internal teams and providing resolution to cardholders/clients
Quality Coach - Monitoring calls and providing feedback/coaching. Analysis of data and providing reports/learnings for error reduction
Operations Management
Time Management
People Management
Accounting and Bookkeeping
Client Relations
Contract negotiations
HVAC Consultation and solutions
Customer Service
Troubleshooting and Problem Management