Manager, Client Services

Join to apply for the Manager, Client Services role at NewDay Join to apply for the Manager, Client Services role at NewDay Get AI-powered advice on this job and more exclusive features. Take charge of all aspects of the service management from partners, lenders and retailers Assist with client requests by gaining the co-operation of and lead cross-functional teams to meet and exceed business and client expectations for delivery of operational services Leading client engagement during significant service incidents, working alongside the incident management and operational incident manager Ensure enquiries received into the service team are resolved within agreed time frames, coordinating remediation if applicable. Understand agreed contractual SLAs and performance metrics for the delivery of assigned services Proactively product monthly reporting for the Head of Operations and attend partner service reviews Ensure all relevant client and process documentation is in place and up to date Be the voice of client service, ensuring that service delivery forms part of NewDay strategic delivery, for example onboarding a new partner or product Identify process improvements, collaborate closely with and matrix manage all relevant departments to achieve robust client process improvements. Essential Positive relationship management Zendesk Platform and insight management Telephone systems, IVR MI & BI Reporting Shift Management – 7 x 365 Planning and organisation Analytically minded, tenacious Significant financial services experience, preferably within a contact centre or customer service department Strong people management, you will manage a growing team who are managed against KPI’s to support operational delivery Strong working knowledge of consumer credit product life cycle Experience of technology business development Knowledge of NewDay systems What will you be doing day-to-day? Take charge of all aspects of the service management from partners, lenders and retailers Assist with client requests by gaining the co-operation of and lead cross-functional teams to meet and exceed business and client expectations for delivery of operational services Leading client engagement during significant service incidents, working alongside the incident management and operational incident manager Ensure enquiries received into the service team are resolved within agreed time frames, coordinating remediation if applicable. Understand agreed contractual SLAs and performance metrics for the delivery of assigned services Proactively product monthly reporting for the Head of Operations and attend partner service reviews Ensure all relevant client and process documentation is in place and up to date Be the voice of client service, ensuring that service delivery forms part of NewDay strategic delivery, for example onboarding a new partner or product Identify process improvements, collaborate closely with and matrix manage all relevant departments to achieve robust client process improvements. Essential Your Skills and Experience Positive relationship management Zendesk Platform and insight management Telephone systems, IVR MI & BI Reporting Shift Management – 7 x 365 Strong, clear communication skills Planning and organisation Analytically minded, tenacious Significant financial services experience, preferably within a contact centre or customer service department Strong people management, you will manage a growing team who are managed against KPI’s to support operational delivery Desirable Strong working knowledge of consumer credit product life cycle Experience of technology business development Knowledge of NewDay systems Your Personal Attributes Problem Solving: Candidate should have a strong logical and methodical approach to solving problems Independent: Work unsupervised with a proactive mindset and high level of self-motivation to the highest standard within ambitious timescales Collaborative: The candidate must be able to work cross functionally to achieve the best outcome for partners and customers to identify and propose ways forward. We work with Textio to make our job design and hiring inclusive. Fixed Term (Fixed Term) Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Business Development and Sales Referrals increase your chances of interviewing at NewDay by 2x Sign in to set job alerts for “Client Services Manager” roles. London, England, United Kingdom 2 months ago Greater London, England, United Kingdom 1 week ago Esher, England, United Kingdom 17 hours ago London, England, United Kingdom 3 weeks ago City Of London, England, United Kingdom £49,000.00-£49,500.00 2 weeks ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 2 days ago Regional Supervisor, Tesla Support – London/Manchester London, England, United Kingdom 3 weeks ago TikTok LIVE – Global Customer Service Operations Manager London, England, United Kingdom 6 days ago Greater London, England, United Kingdom 3 hours ago London, England, United Kingdom 6 days ago Watford, England, United Kingdom 3 weeks ago London, England, United Kingdom 6 days ago Esher, England, United Kingdom 23 hours ago London, England, United Kingdom 2 days ago London, England, United Kingdom 1 week ago London, England, United Kingdom 6 days ago Leatherhead, England, United Kingdom 1 week ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 2 days ago London, England, United Kingdom 1 week ago London, England, United Kingdom 1 month ago London, England, United Kingdom 6 days ago London, England, United Kingdom 6 days ago London, England, United Kingdom 6 days ago Watford, England, United Kingdom 2 weeks ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 6 days ago London, England, United Kingdom 6 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr