Sr Dir Global Help 24 (Finance)

Join the Team Making Possibilities Happen

If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.

At ACI Speedpay, our focus is on our clients, ensuring we deliver exceptional experiences. As a key member of the Biller Operational leadership team, the Senior Director of Client Care/HELP24 is responsible for leading and managing the Client Care team to ensure exceptional service delivery and customer satisfaction. This role involves developing and implementing strategies to enhance the client experience, driving operational efficiency, and fostering a client-centric culture across the organization. This role ensures the achievement and maintenance of high client satisfaction through effective problem resolution, adherence to Service Level Agreements (SLAs), and continuous process improvements. The Senior Director will also manage budgets and serve as the escalation point for high-priority customer issues. The Senior Director will devise and implement strategies for enhancing client satisfaction, process improvements, and cultural initiatives. This role leads a diverse, remote 24/7 team managing daily client interactions.

Essential Functions and Responsibilities

Leadership and Management:

• Lead, mentor, and develop a high-performing team.
• Set clear performance expectations and provide regular feedback and coaching.
• Foster a positive and collaborative team environment.
• Provide leadership to department management staff, including hiring, mentoring, and evaluating performance.

Strategic Planning:

• Develop and implement strategies aligned with ACI's goals and objectives.
• Identify and analyze key performance metrics to drive continuous improvement.
• Collaborate with other departments to ensure a seamless client experience.
• Develop and execute strategic initiatives to enhance operations.

Customer Experience:

• Champion a client-centric culture throughout the organization.
• Monitor and analyze client feedback to identify areas for improvement.
• Implement initiatives to enhance client satisfaction and loyalty.
• Serve as the escalation point for high-priority client issues, providing guidance and direction for complex problems.

Operational Efficiency:

• Oversee the operations of the team.
• Ensure efficient handling of client inquiries, complaints, and escalations.
• Optimize processes and systems to improve service delivery.
• Identify and implement process improvements to increase efficiency and client satisfaction.
• Implement quality assurance programs to monitor and evaluate the quality of customer interactions.
• Provide regular training and coaching based on quality assurance findings to ensure high standards of service

Stakeholder Engagement:

• Build and maintain strong relationships with key stakeholders, including clients, partners, and internal teams.
• Represent the client care function in executive meetings and decision-making processes.
• Work cross-functionally to resolve business issues and ensure alignment with organizational goals.

Management:

• Manage budgets, including staffing and training allocations.

Team Leadership:

• Lead offshore and near shore teams, focusing on talent and culture development.
• Establish and enhance monthly KPIs for the team, managing resources to meet targets.
• Maintain organized workflows based on priorities.
• Provide hiring, promotion, disciplinary recommendations, and performance feedback.
• Establish appropriate annual goals by position type
• Set the direction and tone for resolving training issues.

Compliance and Best Practices:

• Prepare for internal audits and ensure the department meets or exceeds audit expectations
• Enforce best practice initiatives and ensure compliance with corporate policies, including the Code of Business Conduct and Ethics.
• Stay updated with industry trends and apply best practices for continuous improvement.
• Develop and manage client care programs, addressing and resolving complex issues by coordinating across functions.

Preferred Qualifications (Education, Experience, Competencies)

• Master's degree
• Bi-lingual
• Experience in a global or multi-site customer service environment.
• Familiarity with industry trends and best practices in customer service.

Qualifications:

• 15+ years in client care or similar roles related to client services.
• Bachelor's degree or equivalent experience.
• At least 10+ years in managerial experience in client service or a related field.
• Proven strategic planning and leadership abilities.
• Excellent communication and interpersonal skills.
• Experience working with diverse, multi-functional, multi-cultural teams.
• Proficiency with client management software and tools.
• Ability to handle complex and escalated client issues.
• Willingness to travel 25%+ and internationally.

Competencies:

• Ability to set and communicate a clear vision, aligning team efforts with organizational goals.
• Extraordinary collaborative planning skills with a focus on both short and long-term goals.
• Proven experience in leading transformational initiatives: Ability to drive and manage change, rethinking and redesigning processes to improve efficiency and effectiveness.
• Demonstrated success in implementing innovative solutions and fostering a culture of continuous improvement.
• Strong client-facing skills and a client-centric mindset.
• Ability to mentor, motivate, and manage a diverse team of client care professionals.
• Proficiency in de-escalation tactics and handling disgruntled customers.
• Commitment to ongoing learning and implementing best practices to enhance client services.
• Ability to demonstrate empathy and patience in the face of challenging situations both internally and externally
• Excellent troubleshooting and multitasking abilities.
• Capable of presenting ideas and strategies clearly and persuasively, while navigating a complex organization and independently achieving results.

Responsibilities:

• Establish the strategic direction for the department, aligning it with the overall goals of the organization.
• Develop and implement policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Monitor and analyze feedback and service metrics to identify areas for improvement.
• Handle complex and escalated client issues, ensuring timely and effective resolution.
• Manage the recruitment, training, and performance management of the team, ensuring they have the necessary skills and resources to achieve goals and client satisfaction
• Develop and implement strategies to improve client retention and loyalty, such as personalized client interactions
• Work closely with other departments such as sales, customer success and project management to ensure a seamless client experience.
• Monitor and analyze client feedback and service metrics to identify areas for improvement and implement strategies to enhance the client experience.
• Track and report on service metrics and client feedback to achieve SLAs.
• Drive the adoption of new technologies to improve efficiency and satisfaction.
• Develop and implement strategies to improve client retention and loyalty.

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #15317).

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally

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#LI-HybridACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.