Client Support Manager

Bangor Payroll is an exciting division of Bangor Savings Bank. Under the direction of The Client Success and Solutions Manager. the Client Support Manager (CSM) is instrumental in the department's success, coaching and leading a diverse group of associates in the areas of customer experience, employee development, operations management, customer solutions and retention, and efficiency.

The CSM provides strategic leadership to the department to support the division's strategic vision of the business lines we support and the overall vision of the Bank. In addition, the CSM is leads a customer-centric, "You Matter More" approach to client interactions, ensuring we are providing clients with exceptional while maintaining high levels of efficiency and the highest standards of quality.

In addition, the CSM will work to build strong relationships with other key leaders within Bangor Payroll and the organization. A strong skillset in collaboration, building relationships, and solution-based leadership will be required to ensure success while involved in issue resolution, project management, and process enhancement.

ACCOUNTABILITIES:

Leadership:

* Leadership - motivates and encourages others; ability to attract, motivate and retain staff; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success
* Coaching Skills - provide strong skills coaching feedback to direct reports through regularly scheduled observations
* Managing for Results - keeps team accountable for actions, provides resources and support, applies clear and consistent performance standards
* Integrity/Ethics - deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
* Vision/Values - supports company mission/values through daily actions and decisions, communicates the Bank's vision, mission and values to others
* Adaptability/Flexibility - adapts to change, is open to new ideas, takes on new challenges
* Initiative - takes action, operates as a pro-active self starter, acts on opportunities to improve, self directed with ability to plan own activities to achieve sales goals
* Interpersonal Skills - has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management
* Productivity - manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards
* Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution
* Teamwork - team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities

Operations/Process:

* Develops and implements a model for ongoing employee development via coaching and training of client support personnel.
* Conducts regular coaching sessions with all direct reports to identify successes and challenges related to client experience and operational issues.
* Assists Bangor Payroll Operations Manager to develop and execute key operating objectives that will drive long-term strategic objectives.
* Maintains knowledge of all operational aspects of current systems and assists with implementing new products, services, and processes
* Assists with the development of payroll operations policies and procedures to ensure compliance
* Ensures that client support team adheres to all Bangor Payroll operations policies and procedures
* Serves as a resource for questions and issues associated with the department's various systems, operating policies/procedures, and miscellaneous issues
* Assists the Bangor Payroll Operations Manager in the risk management process by identifying new risks, continually assessing previously documented risks, and working to eliminate or mitigate all operation risks of payroll operations
* Collaborate with peers to establish best practices
* Has oversight of Workforce Management to include scheduling and succession planning.
* Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units

Human Resources:

* Ensures that the client support team is adequately staffed with properly trained personnel
* Responsible for the recruiting, hiring, and ongoing employee development of the client support team
* Guides and advises subordinates in the more complex phases of work
* Leads the recruiting, development, and succession planning for a high performing team.
* Leads the decision making process for team regarding employment, performance, promotions, salary, transfers and disciplinary actions
* Responsible for completion of performance appraisals for all direct reports and manages the overall performance appraisal process in a timely manner and consistent with BSB procedures.
* Supports, mentors and coaches team members in their professional development
* Creates and fosters a cohesive team and promotes a positive work environment
* Develops a cooperative and collaborative working relationship with other departments and leaders in the company
* Responsible for ensuring appropriate employee development and training of Bangor Payroll personnel as it relates to sales and operational functions or processes.

Customer Experience:

* Ensures the client experience meets Bank-wide standards through continual measurement of client satisfaction
* Leads all members of the client support team in following BSB customer experience commitments
* Proactively resolves customer payroll issues and handles escalated customer issues providing exemplary customer service.
* Promotes a customer-centered culture and attitude among staff
* Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis
* Understands the Bank's products and services and how they benefit customers, promoting as appropriate
* Embraces and utilizes the Bank's sales and coaching process, completes action plans in an effort to meet goals and serves as the lead for ongoing individual and team coaching
* Leads Bank initiatives focused on Customer Experience

Compliance and Control:

* Stays current on payroll regulations and trends, ensuring staff is adequately trained.
* Assists in ensuring that the Bank is in compliance with local, state, and federal regulations

General:

* Attentive to detail and accuracy, committed to excellence, looks for improvements continuously, monitors quality levels.
* Works toward the goal of continued professional and personal development by participating in training/educational opportunities as they become available
* Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
* Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
* Performs additional duties as requested
* Maintains strict confidentiality
* Assumes additional responsibilities as requested

Knowledge/Skills/Experience Requirements:

* A four-year college degree or equivalent required
* Certified Payroll Professional (CPP) preferred
* Experience in positively managing and motivating subordinates required
* In-depth knowledge of the payroll function and general business practices recommended
* Ability to handle complex problems
* Strong communications skills, verbal and written
* Excellent customer service skills required
* Demonstrated relevant computer skills.

Physical Demands/Conditions Requirements:

General office environment

Moderate lifting (to 35 lbs.) required

Moderate reaching, walking, sitting, and standing required

Equipment Used:

General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.