Client Services Team Leader

2 weeks ago

Santa Ana, California, United States Convera Holdings, LLC. Full time

Position Overview

The Client Services Team Leader is responsible for ensuring the effective provision of high-quality and responsive electronic and telephonic support to both Internal and External Clients regarding pre- and post-transaction activities, adhering to established SLAs and KPIs that enhance Customer satisfaction and loyalty.

This role involves leading, nurturing, and inspiring a team to achieve consistent high performance and deliver a seamless Client Experience, which may include managing both on-site and remote teams based on the evolving geographical structure.

Key Responsibilities

Leadership and Strategic Oversight

  • Oversee team operations to ensure effective planning and regular review of service priorities, fostering active participation and recognition to enhance employee engagement.
  • Recruit and cultivate skilled individuals to meet operational needs.
  • Adjust capacity planning in alignment with shifting strategic goals.
  • Collaborate with other operational leaders globally to synchronize resource levels and cross-training initiatives.
  • Implement employee engagement strategies to foster an inclusive atmosphere and maximize colleague motivation and well-being.

Service Delivery Management

  • Exemplify Client-centricity, embedding this ethos within the team and delivery processes to support a seamless Client Experience.
  • Ensure efficient service delivery, aligning resource levels with business and Client demands while maintaining budgetary constraints.
  • Manage service performance to meet targets, ensuring adherence to KPIs and SLA standards, with quality assurance checks across various communication channels.
  • Build and sustain excellent relationships with both internal and external clients, providing timely support and addressing queries while effectively managing risks.

Continuous Improvement and Change Management

  • Lead initiatives to drive efficiencies and manage change programs to meet business objectives.
  • Support the evaluation and enhancement of processes and service delivery, identifying opportunities for improvement that enrich the Client experience.
  • Ensure timely updates of Standard Work Procedures are conducted and globally recognized.
  • Play a pivotal role in Business Continuity management, ensuring departmental plans are regularly reviewed and updated.
  • Collaborate with stakeholders to ensure a shared understanding of the rationale and impact of changes.

Communication and Stakeholder Engagement

  • Effectively communicate with team members, global peers, and internal stakeholders, sharing information and best practices that support high-quality services.

Qualifications

  • High School Diploma / Degree or equivalent qualification.
  • Proven experience in people management.
  • Experience in leading and motivating Client-facing teams in high-volume transactional environments.
  • Ability to maintain composure and resilience when addressing challenges and resolving issues.
  • Experience in delivering high-quality, responsive services within a service-oriented context.
  • Proficient in identifying and implementing improvements in systems and processes to enhance efficiency and Client experience.

Preferred Skills

  • Expertise in coaching and developing team members.
  • Strong computer skills, particularly in MS Excel, Word, and PowerPoint.
  • Ability to identify and implement efficiency improvements.
  • Excellent written and verbal communication skills suitable for C-suite interactions.
  • Capability to manage objections and complaints effectively.
  • Familiarity with internal and client-facing systems is desirable.
  • Knowledge of FX markets and accounting practices is a plus.
  • Commercial awareness related to Customer/Client service delivery.
  • Strong communication, listening, and influencing skills with a professional demeanor.
  • Ability to motivate others towards service excellence.
  • High attention to detail and accuracy.
  • Professional telephone etiquette with the ability to build rapport with external clients.
  • Strategic thinking capabilities.
  • High self-motivation and ability to meet deadlines.
  • Resilience and focus under pressure.
  • Collaborative skills to build effective relationships with a diverse range of internal stakeholders.

About Convera

Convera is the leading non-bank B2B cross-border payments company globally. Leveraging decades of industry expertise and technology-driven payment solutions, we facilitate smarter money movements for our customers, helping them maximize value with every transaction. We serve a diverse clientele, including small businesses, enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams are dedicated to delivering exceptional value to our customers, making Convera a fulfilling workplace. We are currently expanding our team with growth-oriented, results-driven individuals who thrive in an innovative environment.

As a truly global organization with employees across more than 20 countries, we are committed to diversity and celebrate individuals from various backgrounds, lifestyles, and perspectives. We aim to cultivate a culture of inclusion and belonging.

We offer a competitive salary, career development opportunities, a flexible work approach, comprehensive insurance and retirement programs, generous leave policies, and paid volunteering opportunities.

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