Supervisor Client Services

Global Payments; Atlanta (GA); On-site; MXN 600,000 - 900,000; Full time

Job summary

Global Payments seeks an experienced leader to manage the technical client service team, set policies, and drive solutions for client issues in alignment with contractual obligations.

The role partners with Technical and Account Management to deliver client-centric services, monitor SLAs, and develop strategies that convert support activities into revenue opportunities across the global payments ecosystem.

Qualifications

• Bachelor's Degree in related field; relevant experience may be considered.
• Typically a minimum of 4 years related professional experience.
• Relevant experience in lieu of a degree will be considered.

Responsibilities

• Manages the technical client service team and sets support policies.
• Oversees client issues and defines problems for action.
• Partners with Technical and Account Management to develop client solutions.
• Monitors service levels and compiles data for planning and control.
• Develops and oversees support strategies as business revenue streams.

Education

Bachelor's Degree in related field

Job description

Summary of This Role

Manages 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 internal client(s). Oversees the production of the team and initiates contact with all parties to resolve outstanding issues/exceptions. Escalates issues to internal departments when necessary. 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 Global Payments' 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, impact of system changes and/or issues to Global Payments, client, and/or vendor). 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. Assist internal partners in root cause analysis and corrective actions to ensure issues are resolved in a timely manner. 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 4 years related professional experience

Preferred Qualifications None Identified

What Are Our Desired Skills and Capabilities?

None Identified Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead. Click HERE to visit Worldpay Workday and view any additional applications. At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations: Accessibility Requests:

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