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Manager International Client Services

2 months ago

Hammersmith, United Kingdom Red King Resourcing Full time
Manager - International Client Services
Hybrid
Salary up to £71,900
The role may involve travelling to clients internationally 10/15%
The Manager International Client Services role focuses on managing large merchants like Hotels and Airlines from an operational standpoint. The role holder will be part of the Client Services management function and is accountable of drafting the strategy of the large merchants' team in cooperation with senior management, while directing and supporting a group (3 staff) of specialised technical relationship managers. The role may involve travelling to clients internationally 10/15%.
This is an operational client facing role and not a business delivery role. The role is hybrid and requires attendance to the office in Hammersmith.
Responsibilities
Lead a team of Account Managers who support scheme/payments activities related to large, sometimes global, merchants like airlines, hotel chains, car rental companies, processors and financial institutions operating in the travel industry field. The Account Managers act as trusted partners in providing excellent technical service, project, and consultancy support to a portfolio of high-profile clients across Europe, Middle East, and Africa
Set the team strategy and establish a set of smart goals focused on delivering core business and operational objectives while enabling the team to perform at their best in servicing their clients. Does not take a no as an answer and challenges the status quo to drive improvement and efficiency
Ensure goals and deadlines are met, procedural gaps are addressed, the knowledge base is documented, and functional initiatives are supported to drive results working across multiple geographies and cross functional teams
Drive initiatives focused on improving and resolving technical acceptance issues across large merchants such airlines and hotel chains, leveraging on payment ecosystem expertise, technical knowledge, and solid relationship management skills
Review key metrics and datasets used in the preparation of dashboards to lead regular client facing operational reviews (QBR)
Take the lead on day-to-day client interactions including C-Level stakeholders' engagement. Handle escalated operational queries, liaising with internal technical teams to resolve issues, and ensuring preventative measures are in place to avoid reoccurrence when issues are identified
Plan the delivery of new activities, be hands-on, execution-oriented, willing, and able to drive the progress of existing projects/business initiatives. Provide regular status reports to key stakeholders at all levels
Required Experience:
At a minimum, here's what we need from you:
Bachelor's degree in business, technology, or related field or equivalent working experience in Payments, Technology or Operations
Experienced people leader who is proficient at managing high performing teams and negotiating with internal senior stakeholders
Ability to work independently, focusing on strategic targets, and demonstrating a natural entrepreneurial approach
Extensive knowledge of the payments ecosystem preferably from a payments scheme or Acquiring background
Solid understanding of the travel industry payments ecosystem (Airlines and Hotels)
Experienced leading the operational deliverables of large-scale platform migrations
Proficient in drafting and delivering high standard presentations to clients, peers, and senior management (PowerPoint, Excel, Word)
Preferred Qualifications
If we had our say, we'd also look for:
You are a qualified people leader
You are familiar with analytics platforms and comfortable making data driven decision
You have managed large merchants from an acquirer or scheme perspective