Manager, Strategic Biller Engagement

WEXWEXUS•Remote, OH

2d•$85,300 - $99,800•Onsite

About The Position

Supports leadership and direction for the delivery of enterprise-level support and service activities for company products and services. Executes support delivery strategy and related processes, escalation procedures and training. Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/biller. Selects, develops and evaluates personnel to ensure the efficient operation of the function. WEX Bill Pay provides virtual card payment services to billers from consumers on behalf of originator customers. A core, highly valued component of this solution is support for billers by enabling payments through education, proactive biller engagement, and ensuring delivery mechanisms are functioning properly. We are currently seeking an experienced Manager to lead the Bill Pay Strategic Biller Engagement Team to help build and grow a best in class function. A pivotal, biller facing function, the strategic biller engagement team proactively facilitates payment delivery through biller engagement, works with relevant internal teams, and strives to achieve the highest possible card payment success rates while providing the best overall payment experience. Reporting directly to the Manager, Data Analytics Team, this is a highly visible and impactful role within the Bill Pay Commercial group. This hands-on, high energy position will lead and mentor a team of enthusiastic customer service representatives and will manage day-to-day activities. The position requires strong customer centric ethic, inter-team working relationships and ability to adapt and scale team duties as opportunities warrant. The qualified candidate will be a highly motivated, results driven self-starter responsible for reporting team plan, quantitative and qualitative performance results as well as analysis based process improvement recommendations to the leadership team. A cross-functional team player, the candidate will also strive to create a fun filled, highly collaborative work environment and work with all stakeholders to achieve our collective, common goal. Some travel is required.

Requirements

Demonstrate “commercially-oriented” mindset, strong customer-focus & performance chase
Strong interpersonal, communication skills with ability to develop strong working relationships
Excellent coaching skills with the ability to train and guide employee growth and development
Customer service, de-escalation, conflict resolution
Effective teamwork and collaboration skills
Strong attention to details with excellent documentation skills
Bachelor’s degree, or commensurate relevant professional experience
3+ years of management/leadership experience
7-10 years industry/product experience
Proven experience in building and managing service delivery, biller engagement or directly relevant customer facing teams. Comfortable managing up to 5 direct reports
Strong understanding of WEX Bill Pay’s payment platform and delivery systems
Financial services industry experience, virtual card payments strongly preferred
Experience in driving success in cross-functional team environment
Independent in analyzing performance data and generating KPI reporting
Intermediate Google Suite and MS Office Suite - MS Excel, PowerPoint presentation skills a major plus

Responsibilities

Recruit, train, mentor and champion a best in class customer service representative team. Candidate should be very comfortable managing a moderate direct report team of up to 5 customer service representatives.
Conduct periodic team meetings, performance reviews, biller support caseload allocation, and ensure overall development and performance improvement of all team members. Continuously shape learnings into a living training program.
Create biller payment and relationship performance metrics, KPIs, and report both quantitative and qualitative progress summary on all current and past engagements on an ongoing basis.
Mentor team members to develop highly effective, ongoing relationships with assigned billers to achieve highest possible virtual card payment success rates.
Serve as the main point of contact for client escalations and day-to-day issue resolutions. Develop and monitor action plans as needed. Ensure highest quality biller experience. Be a master in conflict resolution.
Train team members to effectively review biller payment performance. Build standardized, scalable reporting and review sessions with emphasis on biller payment success rates.
Monitor full portfolio of active payments daily with a focus on biller virtual card payment success rates. Identify, rectify missed payment opportunities on-the-go.
Help develop and implement tactical ideas to target strategic, large spend non-accepting billers.
Partner and align with key business stakeholders. Foster a fun environment. Establish highly collaborative inter-team relationships.
Help develop and implement SLAs, process refinements and Operational Excellence initiatives. Propose process and hand-off enhancements with detailed analysis.