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Total System Services, Inc.

Client Services Manager

Total System Services, Inc. - Omaha, NE


Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.  We are \People-Centered Payments\, and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.Summary of This RoleManages the technical client service 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 define the problem for subsequent action. 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?
Provides overall support of client(s) assigned component area, system module(s), product(s) or projects(s). Delegates and assists with client initiated tasks assigned to team members to ensure issues, requests and projects are being completed on schedule and within service level agreements. Exhibits the ability to adapt, modify or establish processes or procedures as needed to resolve situations.
Directs a team that delivers quality customer service by understanding the client’s and TSYS' strategic initiatives, ensuring sound decisions are being made, understanding the financial implications, identifying revenue opportunities and ensuring service level agreements are met.
Establishes, maintains and strengthens positive working relationships with all internal stakeholders, clients and counterparts to set priorities for work efforts and to build collaborative teams. Lead, participate, facilitate, or serve on focus groups, and improvement initiatives.
Collaborate with multiple internal functional areas to identify, interpret, analyze and verify client impact/benefit related to system, module, product or project changes. Ensures team members and the client understand the changes and impacts of the associated requirements (e.g. monetary impacts, compromised data, regulatory breeches, impact of system changes and/or issues to TSYS, client, and/or vendor).
Establish processes and procedures for standard and ad-hoc reporting to the client on issues, projects, client maintenance, business performance and process improvements. May participate in client meetings and TSYS sponsored forums.
Manages team resources to help restore normal operations quickly in the case of a service disruption, minimizing business and client impact. Tasks include coordinating, facilitating and resourcing critical incident and remediation management 24/7. Assist internal partners in root cause analysis and corrective actions to ensure issues are resolved in a timely manner.
Ensures the accurate ticket assessment against severity and impact for issues consistent with contractual obligations. Ensures 24x7 first line of support. Attends to the triage and resolution of all issues that do not require Service Desk involvement through the BTS and Client Services teams. Act as the point of escalation for all issues, including managing client interactions/expectations at a BAU/manager level, making/meeting internal and external resolution commitments
Actively participates in Disaster Recovery exercises to include staffing support, testing and direction/coaching for those participating in the exercise and any validation exercises.
Not an exhaustive list; other duties as assigned.
What Are We Looking For in This Role?Minimum Qualifications
Related experience and/or Bachelors Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
6 years related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.
Not Ready to Apply?  Join Our Talent Community!!US Applicants:TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.  For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at 1.706.644.8747 or 1.877.644.8747 or email at [Click Here to Email Your Resumé].EOE/Minorities/Females/Vet/DisabilityOutside of US Applicants:TSYS is committed to diversity and equal opportunities for everyone.  We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law.  For more information, please refer to our Code of Business Conduct and Ethics, found here.

11 days 14 hours ago

Total System Services, Inc.

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Client Services Manager Total System Services, Inc. - Omaha, NE, United States

   

Location: Omaha, NE

Company Profile:
The people of TSYS® believe we are part of something bigger. Each and every day, we have the opportunity to touch millions of people and businesses — both a tremendous honor and a huge responsibility. For each of life’s purchases, TSYS is behind the scenes making the process frictionless and safe.