Manager, Client Relations

Cass Information Systems•Columbus, OH

About The Position

The Manager, Client Relations oversees the client services function of the respective business unit. This role has strategic responsibility for the administration of personnel and department activities, controlling expenses, and ensuring that client relations services balance the needs of clients and the Cass organization in a way that strengthens client relationships and furthers Cass’ interests.

Requirements

Provides positive leadership at a role model level.
Strong desire to work with people and accomplish objectives through the efforts of others (delegation).
Ability to work with minimal supervision and achieve goals with limited direction.
Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of staff both verbally and in writing.
Persuasive interpersonal skills to communicate with others inside and outside of the organization.
Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns.
Able to effectively coach and develop employees in a positive and supportive manner that fosters a team environment.
Strong project management skills, including a high-level of demonstrated organizational and planning skills with the ability to stay on a time schedule and budget.
A bachelor’s degree in business administration or the practical equivalent.
3-5 years of experience managing customer service relations in a business which provides data processing services to a broad range of customers.
In lieu of this experience, 3 or more years of experience in a supervisory or management role at Cass will be considered.

Responsibilities

Monitors, evaluates, improves, and maintains performance of direct reports by administering a formalized goals-based performance appraisal process, communicating performance problems and recognizing achievements through frequent and regular feedback, coaching employees for continuous performance improvement, determining salary increases, disciplining or terminating employees as necessary when poor performance is evident, promoting and transferring employees, hiring and developing employees to assure position succession, ensuring employees are trained in the fundamental aspects of their positions and promoting the advancement of their knowledge of specific operations, ensuring employees are performing their responsibilities as outlined in their job descriptions, and delegating responsibilities to promote employee growth and development.
Creates a work environment where employees are encouraged to identify process improvements and suggestions that have a pay-back in terms of increased efficiencies, accuracy, and client satisfaction.
Monitors, evaluates, improves, and maintains performance of departmental staff by reviewing and/or participating in the evaluation of employee performance for salary increases, promotions, and incentive bonus distributions, reviewing and/or participating in the process of hiring, disciplining, or terminating employees, ensuring initial and on-going employee training and development programs are being effectively managed and providing employees with the necessary skills to achieve optimal job performance, and overseeing that the proper employee record keeping (tardies, absences, vacations, quality, productivity, etc) is being maintained by direct report staff in a consistent manner.
Manages the implementation of new accounts and client modifications and changes by becoming knowledgeable about the system documentation developed by business systems, supporting an implementation plan including being accountable for team assigned tasks and target dates, and coordinating the activities of the staff participating in the implementation process.
Administers the activities of the department by ensuring that all documentation required to implement a new account or to make changes to a customer’s processing system is comprehensive and is prepared within the prescribed periods defined by company policy or standards, ensuring that all quality control procedures relating to the implementation of new accounts or changes to a customer’s processing system are followed, and ensuring that all implementation/documentation deadlines are met.
Manages the relationship between CIS and its customers by ensuring that customers are visited on a scheduled basis and documentation is prepared to report the results, alerting company management of any changes or potential changes in the relationship, staying abreast of each customer’s needs by using CRM reporting system, customer call reports, and feedback provided by the account representative/customer service staff, ensuring that customer changes are assessed, priced timely for invoicing and problems are prioritized appropriately, and ensuring that a working relationship is developed with the customer’s key management in conjunction with CIS’s sales managers.
Exercises control over labor outlays to achieve cost effectiveness by analyzing staff to assure proper level of trained resources and taking measures to correct conditions of overstaffing.
Exercises control over equipment outlays to achieve cost effectiveness by analyzing equipment utilization to assure maximum usage and effectiveness, seeing that proper preventive maintenance measures are affected on a continual basis, ensuring that all equipment is well maintained, and reviewing and evaluating expenditures for supplies and equipment.
Explores and implements new technologies and processes to achieve cost reductions and increase efficiencies and profitability.
Executes projects requested by the Cass management team.
Maintains a positive work environment that promotes good morale and a high-level of employee retention.
Creates partnership with other department managers focused on optimizing corporate efficiencies and client satisfaction.
Communicates corporate and department vision, needs, changes and other non-confidential information on a timely basis to assist in employee understanding and role in achieving stated objectives.
Other duties as required or assigned.