Senior Regional Client Service Manager

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

TNS provide managed services to clients in the Payments and Financial industries that allow them to transact with fully secure, reliable, and high-speed solutions.
As an integral member of the Americas Operations Team, Snr. Regional Client Services Managers objective is to enhance customer satisfaction by improving support and service quality for all TNS Payments products throughout the service lifecycle. They collaborate with Clients, TNS Business and Operations Departments, as well as third parties to optimize the customer experience and ensure TNS consistently meets service levels.

This is a sole contributor position with reporting line manager based internationally.

Responsibilities

Essential responsibilities include:     

• Own the development and implementation of the Client Services strategy across the Americas.
• Ownership of client service relationships to C-Level, ensuring optimal client satisfaction through achieving service levels and building strong relationships.
• Serve as a liaison for clients addressing any concerns related to the delivery or support of their service.
• Establish and maintain positive, trusting relationships with both internal and external stakeholders, including clients, vendors, and partners.
• Oversee and resolve client escalations, conducting root cause analysis, implementing solutions, and establishing preventative measures.
• Develop and enhance the client-facing reporting and documentation suite.
• Prepare and present service reports and presentations, collaborating with necessary internal and external stakeholders to ensure accuracy and adherence to deadlines.
• Maintain client directories, ensuring current information is available for all internal teams.
• Conduct regular service reviews with clients to identify areas for improvement and take ownership of resolving any issues that arise.
• Complete pre and post meeting tasks, maintain action registers, and ensure all action items are completed.
• Execute Service Improvement Plans using project management methodologies to ensure a structured approach to achieving desired outcomes.
• Identify potential upselling opportunities and communicate details to the Account Management team.
• Undertake domestic and international travel as necessary for in-person client engagements within the Americas region.
• Collaborate with internal TNS teams to ensure that client expectations and requirements are fulfilled, whether as part of a project or through ongoing support.
• Analyse datasets and interpret information to identify opportunities for process improvements and service enhancements across the organization.
• Assist in developing client-centric procedures and promote a continuous improvement ethos to ensure clients across the region receive leading industry support and interaction.
• To oversee and project manage diverse initiatives aimed at maintaining a consistently high level of client satisfaction.
• Offer expert local knowledge to advance and resolve incidents efficiently.
• Provide a level of Incident Management engagement to key clients if required, including real time engagement and the production/delivery of incident reports.
• Ensure all client solutions (technical design and service operational model) are well understood, and customer design/solution documentation is current and correctly distributed.
• Perform contract and RFP reviews, provide input and critique on behalf of operations.
• Effectively articulate operational support structure and procedures to internal exec. / senior management and clients.
• Collaborate with clients, internal teams and 3rd parties to ensure solutions are routinely tested and failover procedures are executed.
• Conduct sign-off and communication procedures for change management activities.
• Ensure procedures for Incident, Change, and Problem Management are consistently followed according to the client's service level agreement.

• Represent the customer's perspective regarding identified issues, risks, and product development.

• Review business wide areas of improvement, efficiency and potential cost reduction opportunities; employing a see it, say it, fix it mentality.

• Maintain core office hours from Monday to Friday, with the ability to work beyond these hours as necessary.
• Adhoc tasks as requested

Desired Competencies

• Client value and service excellence - Develops responsive solutions that add value to the Client’s business by focusin