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Client Services Manager, Hamburg, Germany



Hamburg, Germany, Germany 

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€40,000.00 - €45,000.00

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Job Description:

Client Services Manager EMEA

Our client is a global leader in payments technologies, turning everyday interactions with businesses into exceptional experiences. They create awesome, instant and secure payment solutions that connect their customers to customers, anytime, anywhere, wherever money is in motion.
They are a global tech company that provides their clients with innovative alternatives to bank solutions for reloadable and non-reloadable prepaid Visa, MasterCard and EFTPOS programs. They create a product and brand that embodies the most innovative prepaid payment solutions in the industry.

The Client Service Manager role is focused on the ownership and continual improvement of the day-to-day operational service offered to our client’s clients along with smooth handover of any new clients from the Project Management teams. It’s a crucial role in a rapidly growing FinTech business, with real autonomy given to you to both to build your portfolio of clients and drive improvements in the service they receive.

• Ownership of key clients from an operational perspective, working closely with the account management team who deliver commercial support to ensure clients receive the service specified in the appropriate client tier. EML EMEA operates a matrix approach to teamwork, so from day one you’ll have the opportunity to build an internal network cross-functionally, which will help you shine and drive awesome results for your clients
• Daily management of client programs using a number of EML proprietary systems, all of which are cutting edge and best-in-class. There is also the chance to be part of developing the next iteration of this technology to really influence the product EML delivers as it becomes a though leader in payments
• Responsibility for improving processes as they are delivered to clients, liaising with appropriate teams at EML to act as “the voice of the client” internally and be a true champion for customer success
• Ensuring client programs comply with relevant legislation in each jurisdiction, working with the legal, risk and compliance team, and scheme rules from payment providers
• Delivering results in line with the strategic plan for the business and the client
• Responsible for ensuring that clients receive a consistent and quality-orientated service but which excels in delighting them at every opportunity
• Lead the operational agenda through regular communication with your clients – in most cases at least weekly. Assess the client’s current and future operational needs, and propose alternatives to optimise efficiency and revenue which they embrace and value
• Manage a diverse range of complex or bespoke client requests and daily requirements, including the opportunity to be involved in regional or global projects with real impact on how EML develops
• Complete a regular review of client systems and networks to ensure these remain accurate and up to the required standard for the client and EML
• Liaise with the customer support team to ensure they are fully briefed on the parameters of all of your client’s programs in order to deliver best service when contact is made – coaching and developing the team to deliver above and beyond at every opportunity
• Manage other functions within EML to deliver information needed to support you in driving awesome client experience with EML – finance, commercial, risk and IT – as a true champion for their needs

• Strong relationship management experience and a natural ability to build trust
• Ability to operate in a team environment and collaborate at a high level
• Language skills which match the subset of clients you’ll be responsible for (German)
• Operate in a fast-changing market and business environment with positivity and embracing challenges
• Excellent problem-solving skills which you enjoy using frequently
• Knowledge of Prepaid or Gift Card is a bonus but the ability to learn and ask questions is critical
• Ability to operate at senior level internally and with clients
• Proven track record of consistent delivery of operational excellence in a solution-oriented environment
• Role will require travel to client sites but remote management will also be required
• High level of organisation and the ability to deal with multiple complex projects at the same time

Nice to Have(s):
• Any additional languages

Reference No.: 919474FK
Role: Client Services Manager
Industry: Financial
Location: Remote Work, close Hamburg, Germany
Workload: 100%
Start Date: ASAP
Job Type: Permanent

Should you find yourself suitable for this position then please send us your complete CV using the link in this advert. If the position is not a perfect match and you wish to receive other opportunities directly, you can send us your CV anyway via this advert or to jobs[at]itcag[dot]com.
Feel free to contact us for further information: 01 901 0332

About Us:
Since the foundation of our parent company - ITech Consult AG in 1997, we have continually extended our network of computer experts. ITech Consult has offices in Switzerland, Germany, UK and Ireland. Freelance IT specialists benefit from our comprehensive service offerings: including job evaluation, support in the application phase through to legal requirements, setting up of Irish Ltd Companies and on-going administrative support with our clients.
Company Info
ITech Consult AG
Zugerstrasse 122
Baar, Zug (de), Switzerland
Phone: +41417607701
Web Site: www.itcag.com
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