Regional Customer Solutions Manager

4 weeks ago

Melbourne, Australia WEX Inc. Full time

Job Role/Scope- The Regional Solutions Manager APAC is responsible for enabling a team of dedicated Solutions Engineers across APAC to deliver exceptional customer experiences for both new and existing customers. A hands-on leader with experience in building high performing teams, you will support Key Customer implementation activity and drive continuous improvement within the function by the development of customer centric systems and processes.- This role is also responsible for establishing the framework to deliver exceptional implementation experience to new and existing customers. Working closely with Commercial and Product teams, you will support business growth through prioritization and customer centric systems and processes.- In addition as the Ops Project Office Manager this role will lead the team responsible for running the Operations projects globally. They will ensure that the Operations project work is being project managed effectively and that the goals of each of the projects are reached. They are also responsible for the transformation effort within the operations team and ensuring that any migration, integration or continuous improvement project is delivered effectively.

Key Job Responsibilities

Customer Management- Understand the breadth of WEX Travel solutions and platforms, their unique value to the payments landscape whilst Supporting Solutions Engineers through the existing onboarding framework to ensure an exceptional customer experience.- Support Solutions Engineers to develop, present and deliver high-impact solution designs.- Maintain a strong relationship with the Commercial department and strive to deliver an excellent standard of service and be a champion of the customer, you’ll ensure the customer’s voice is heard throughout all customer impacting initiatives and product design.

Project management- Establish the framework for the Operations Project Management to enable Operations Projects to run effectively and support the Operations Project Manager to run Operations Projects and assist to overcome any obstacles that may occur.- Lead complex strategic projects from an operations perspective, using your in-depth knowledge of WEX travel, products and the operations team to ensure the voice of the operations team and customer are heard through the projects- Ensure that all Operations Projects have the correct resources applied to them and deliver what they intend to, on time and that the correct focus is applied to the transformation projects within the Operations team, educate the wider team on the projects and ensure suitable input from the various operations teams.

Operations Management- Establish the framework for customer management within the department to enable Key Customer implementations whilst Driving continuous improvement of existing processes and workflows ensuring customer experience is at the core of the design.- Lead projects involving cross functional teams, manage project risk and scope or requirements changes.- Collaborate with cross functional teams to remove barriers, and act as a point of escalation to ensure a seamless customer experience.- Manage the pipeline of pre-sales and organic growth opportunities across regions in consultation with Relationship Managers providing regular account updates to key stakeholders.- Ensure KPIs remain relevant and are met and exceeded in relation to quality and time metrics.

People management:
- Motivate and strengthen the caliber of the team through structured development plans, knowledge sharing and training and Facilitate and drive performance development through regular feedback sessions.- Educate, facilitate, and ensure team understanding of our regulatory requirements to ensure appropriate controls are applied in the interests of our customers and business integrity.

Knowledge, Skills and personal Attributes- 5+ years’ experience within Travel Technology, Payments/finance industries (cards, banking, services, etc.) ,Sales solutions and/or in a implementation/delivery role- 5+ years experience managing customer-facing teams in an operational or implementation environment, process optimization, or program management.- Experience with leading projects in the Payments or Travel Technology Space.- Bachelor’s degree and/or equivalent industry qualification (Computer Science/Information Technology/Computing/Project management)- Experience with the following vendors and or technologies is desirable: Microsoft Office Suite (Word, PowerPoint, MS Project, Visio and Excel, Salesforce, Tableau, Smartsheets, Asana or similar project management tool- Web services, APIs, and test tools (e.g.: SOAP UI, Postman )- Strong interpersonal skills along with a proven track record in delivering client solutions.- Demonstrated ability to influence executive leadership and stakeholders on complex business topics.- Ability to make strong operational decisions and drive accountability with stakeholders across an organization.- Re

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