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Associate Director, Client Services

2 months ago

Columbus, United States Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Manages the digital change team. Sets policies and procedures in the provision of technical support to clients consistent with contractual obligations. Manages team members who are the primary contact with the client to either resolve client issues or assist the client in adding new features or functionality through the project process. Partners with Technical and Account Management to develop solutions for clients. Monitors and controls client performance to service level agreements to be used in business planning as well as compilations of the data and indicators for control organizations. Develops and oversees the implementation of support strategies as business revenue stream.

What Part Will You Play?

  • Responsible for 24/7 operational oversight assigned team(s) and clients for support/consulting of systems, system module(s), product(s) or project(s). Monitors and manages resources and work load to provide quality client support. Identifies potential features and services that will increase Global Payments revenue, improve client productivity, and mitigate risk. Ensures issues, requests and projects are being completed on schedule and within service level agreements.
  • Develops the team's understanding of client requirements and impact for area (monetary impacts of module to client, impact to system changes and/or issues to Global Payments and client). Understands the client's strategic needs, develops/maintains internal /external relationships. Manages the ongoing development of client relationship to ensure obligations and services are being delivered. Ensure readiness for new client or product implementations.
  • Maintains effective relationships across the organization including the business teams such as product, client services, GTS/Operations, IT Teams, Knowledge & Training, well as other support teams. Communicates directly to clients, business partners, internal resources, and senior leaders. Consults between technical experts, account managers, and client. Escalates as necessary to the executive level for technical resolution and business resolution. Implements corporate strategy for revenue growth and resource development. Develops policy/documentation.
  • Identify needs and develop reporting for platform and system issues, supplying financial impact reports to clients, internal support groups, and Global Payments management. Utilize detailed knowledge of various technical reporting tools to build out new monitoring solutions.
  • Provide data and input for Service Level Agreement (SLA) Penalty claim discussions. Responsible for understanding the client's contract and processing environment. May review client invoices to ensure billing items are correct. Impact the profit and loss statement related to assigned client(s) through mitigation of risk, organic growth and new sales. Monitors progress against revenue and expense goals.
  • Ensures the accurate ticket assessment against severity and impact for issues consistent with contractual obligations. Ensures 24x7 first line of support.
  • As a point of escalation for all issues, coordinates technical and account management to develop solutions to issue resolution, project implementation and maintaining relationships. Participates in troubleshooting for issues. Translates Technical explanations and resolutions into Business terms for clients during escalated issue discussions.
  • Serves as a point of contact for internal and external audits or other compliance activities. Executes remediation and timely completion of outstanding audit items. Assists in the gathering and collection of supporting documentation required to remediate any findings.
  • Serves as a point of contact for client submitted projects to ensure each project is addressed accurately and with speed of market at the forefront.
  • This role will play a vital role in the Business Operations Modernization journey. This role will focus on client configurations as TSYS continues to modernize and onboard more clients into the digital space. In order to increase speed to market for our client's this role will assist in creating playbooks to capture all configurable options across multiple TSYS products. This role is key in helping our clients adopt our corporate strategy of Digital first approach and alignment with our product strategy.
  • Not an exhaustive list; other duties as assigned.
What Are We Looking For in This Role?

Minimum Qualifications
  • Bachelor's Degree
  • Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
  • Typically a minimum of 8 years
  • related professional experience including a minimum of 3-4 years experience in a team lead position.
Preferred Qualifications
  • Previous work experience or education to support project delivery. Experience and knowledge with XMLM, MQ, APIs, and HTML/CSS.
What Are Our Desired Skills and Capabilities?
  • Previous work experience or education to support project delivery. Experience and knowledge with XMLM, MQ, APIs, and HTML/CSS.
  • Leadership skills
  • Experience in document preparation, financial services, solutions design, programming language fundamentals, scripting knowledge, and understanding of data structuring
  • Maintains knowledge in company platforms and learns to create alternative solutions. This includes product enhancement analysis and design, supporting and contributing functional testing approach, actual testing and validating as necessary.
  • Participates in development of product enhancements as part of client projects, following the requirements to functionality which must be designed and developed in a method that can be re-used by technology.
  • Provides issue support to development and production support teams.
  • Experience in integration, IT platforms and technologies in a Business Analyst environment, experience working with Web and Browser technologies.


Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.