London, England, United Kingdom
Commercially astute, Client Care Manager with key expertise in the leadership of customer facing teams resulting profitable outcomes Committed to improving and enriching exemplary customer service for high value clients by creating tailored approaches. Track record of identifying and implementing new systems and processes for enhanced service delivery, increased revenue, and new business opportunities. Now focused on utilising a highly transferable skill-set to add quantifiable value to a creative, customer focused organisation. KEY SKILLS - Account Management - Leadership - Payments: SWIFT, Bacs, Faster Payments, Cheques - Business Improvement - Project management - Commercially astute - Clear communicator
Head of Financial Messaging Incident and Problem Management Team Designing, implementing and managing customer centric Problem and Incident Management processes in line with ITIL principles
Analysing, devising and implementing operational business process with the customer in mind to drive satisfaction, retention and growth
• Leading a team of Client Care Managers, Account Managers, Premium Support Consultants and Administrators. • Continuously assessing team performance and reviewing and improving processes accordingly. • Successfully managing relationships with the company’s top tier Financial Messaging clients and working with these accounts to create a Client Care Programme tailored to individual client needs and acting as the main point of contact for escalations. • Organising events for top tier clients. For example the Strategic Advisory Council, a forum at which clients learn about plans for future products and services as well having the opportunity to share ideas and network. • Managing escalations, working with the various technical teams during incidents to provide robust communications to clients and ensuring that all follow-up tasks and remedial actions are completed. • Measuring and managing SLAs via Salesforce dashboards.
• Successfully managing Bottomline’s relationships with the company’s top one hundred customers, encompassing working with these accounts to create a Customer Care Programme tailored to individual client needs and being the main point of contact for day-to-day escalations • Utilising effective internal relationship management when working with the Customer Care Manager to drive ‘customer delight’ through the C1 programme
• Recruitment, training & development and management of five teams of Project Coordinators and Technical Consultants, in total 40 members of staff • Grew and reported revenues monthly and quarterly as well as setting and reporting against KPIs with and to the Operations Director
• Revenue growth and reporting. successfully met and exceeded revenue targets:- • Worked closely with Customer Services Manager and CS Director for the in-house Customer Service Programme to create improved processes for the project team, resulting in the team’s increased revenue contribution, whilst improving CSAT scores
• Coordinated BACS, Cheques and Remittance Projects from receipt of order through to live operation from the client • Scheduled Services resources, based on skill set, availability and Client deadlines, alongside assisting and advising the Team Leader in the management and resolution of Client escalations
• Coordinated projects to implement BACS software to SMEs from receipt of order through to live operation by the client