Client Services Manager

Summary

Are you a seasoned professional looking for highly rewarding Client Service Manager jobs in Kingston, Jamaica? Is creating a refined and strategic approach to client satisfaction your forte, and do you understand the BFSI sector? Fusion CX Jamaica seeks an accomplished and experienced Client Services Manager to lead our BFSI process with utmost finesse and expertise. We are searching for individuals with a proven track record of delivering exceptional client service, strategic thinking, and leadership in the financial services sector. If you have a passion for cultivating enduring client relationships and delivering unparalleled services, we invite you to join us and bring your skills and experience to Fusion CX.

Responsibilities

The Client Services Manager (CSM) for the BFSI processes is responsible for creating and maintaining the highest standard of service to our clients by ensuring that the client’s vision, expectations, and needs are articulated and executed by all stakeholders of the Company. The CSM must create a partnership with the relevant stakeholders, including members of the operations and human resource management team, and further communicate any challenges, wins, opportunities, changes in law, or any other change to the agreed-upon statement of work. Job Duties and Responsibilities include but are not limited to the following:

• • Manage, monitor, and review all assigned North America (NA) client portfolios while performing all responsibilities according to the client’s requirements.
• • Coordinate the onboarding process for new clients, including but not limited to document execution, process implementation, deliverables tracking, etc.
• • Ensures all stakeholders receive client share point access for further document review and proper process implementation.
• • Direct and manage account staff, overseeing execution of all account initiatives from inception through completion.
• • Active participation in weekly client calls, strategic and tactical planning sessions with client leadership, supervision and coaching of experienced direct reports to ensure flawless execution of deliverables, financial forecasting to align with overall company goals and budget management.
• • Maintains a new issue resolution process to manage additional client requests and nonstandard inquiries.
• • Always resolve all issues promply and inform all relevant parties.
• • Leads the development, communication, and implementation of effective growth strategies and processes to advance strategic interests.
• • Acts as a client ambassador (advocate) engaged in broader thinking or wider perspective who recommends and leads internal meetings/ training/task forces to improve the entire agency and drive client business.
• • Proactively and continuously proposes new business and new ideas to clients to expand business offerings.
• • Performs overall account analysis and acts to enhance profitability through operational changes, staffing changes, and client renegotiations.
• • Effectively communicates program/project messages at the appropriate level with details with all stakeholders.
• • Ensures the delivery of prompt and expert account servicing while processing back-office documents.

Desired Traits and Characteristics

• • Demonstrate communication proficiency.
• • Exhibit adept negotiation skills.
• • Prioritize and maintain strong client focus.
• • Make effective decisions.
• • Analyze and solve problems efficiently.
• • Strive for results-driven outcomes.
• • Embrace teamwork orientation.
• • Possesses technical capacity.
• • Foster a forward-thinking mindset.
• • Ability to work independently and quickly adapt to a fast-changing environment.

Qualifications

• • Minimum of 2 years of experience in Third Party Collections, demonstrating proficiency in debt recovery processes.
• • Excellent negotiation and customer service skills, with a proven track record of achieving collection targets.
• • Completion of at least 5 CXC subjects or equivalent qualification.
• • Ability to handle confidential information with discretion and integrity.
• • Strong analytical skills, with attention to detail and accuracy in data management.
• • Exceptional written and verbal communication skills can convey information clearly and professionally.
• • Customer-centric attitude, dedicated to providing high-quality service and building positive relationships.
• • Collaborative mindset, able to work effectively within a team environment.
• • Comfortable working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities.
• • Motivated by measurable performance goals, wanting to meet and exceed expectations consistently.
• • Self-driven with high motivation to achieve targets and contribute to team success.
• • Effective time management and organizational skills, capable of prioritizing tasks and managing workload efficiently.
• • While performing the duties of this position, the employee is frequently required to sit.
• • Minimal physical exertion, involving occasional lifting of materials weighing up to 20 pounds.
• • Manual dexterity and coordination are required for operating office equipment such as a computer keyboard, mouse, and phone.

Additional Information and Instructions

Physical Requirements While performing the duties of this position, the employee is frequently required to sit with minimum physical exertion. Duties involve moving materials weighing up to 10 pounds on a regular basis and up to 20 pounds on an occasional basis. Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard, mouse, 10-key calculator, phone, and similar machines. Work Environment Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

About Fusion CX

Elevate your career with Fusion CX, where passion meets purpose. Join our team and become part of a culture that values integrity, teamwork, and excellence. You will be able to learn and develop with a global leader in customer service and a diverse team working for a renowned BFSI client as an English-speaking Customer Service Associate. With opportunities for advancement and a supportive leadership team, you will have the resources to succeed and grow. If you are in search of BFSI customer service associate jobs in Jamaica or seeking collection agent roles to elevate your career, join us as an English-speaking Customer Service Associate for the BFSI sector and be part of a transformational journey.

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