Client Service Manager

**Description**:
**About Us**

Through local expertise and global scale, we at **Global Payments** Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

As pioneers within the Australia and New Zealand payments landscape, **Eway** is a leading business-to-business ecommerce provider and **Ezidebit** a digital recurring business-to-consumer payments.

**About the Role**

As the **Client Services Manager **, you will oversee the day-to-day operations of our support teams, ensuring the delivery of exceptional service to our clients. Your role involves leading, coaching, and driving the teams to meet key performance indicators (KPIs) through ongoing training, process improvements, and skill enhancement.

Additionally, you will handle client escalations, drive continuous improvement initiatives, and collaborate with stakeholders to align support strategies with client experience goals.

Other keys areas of responsibility will include:

- Lead, coach, and drive support teams to deliver exceptional service and meet KPIs;
- Manage staffing levels and ensure a high level of knowledge within the team;
- Communicate job expectations, provide feedback, and address underperformance.
- Identify and drive continuous improvement opportunities in the support experience;
- Act as a change leader, ensuring operational readiness and capability uplift;
- Collaborate with stakeholders to adapt the support model and align with client experience strategy.
- Produce regular reports on key metrics and monitor support tickets across departments;
- Assist in providing technical training to support teams and demonstrate excellent problem-solving skills.

**About you**

A customer focused, engaging and inspiring leader, you will have previous experience leading high performing teams in a contact centre environment. You enjoy a fast-paced environment, dedicated to quality customer interactions, delivered by a highly knowledgeable team. You are comfortable managing change and underperformance and do so with a hands-on method.

You will also bring:

- Proven track record of leading client service teams, setting goals, defining KPIs, and providing clear direction while fostering a culture of accountability;
- Ability to coach and enhance employee performance, promote team spirit, and communicate proactively to ensure inclusivity and recognise contributions effectively;
- Hands-on experience in implementing and maintaining quality assurance standards to ensure consistent service delivery excellence;
- Ability to establish strong relationships with customers, employees, and cross-functional teams, adapting communication styles to suit various audiences and managing conflicts positively;
- Strong organisational abilities with a focus on planning and execution, following established procedures to ensure customer satisfaction and service delivery efficiency.

**Our Benefits**

**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.
**We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a **flexible working** rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources** we offer, use your breaks and your leave including **Birthday Leave.**

We provide a first class **employee assistance program** that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We offer **12 weeks paid parental leave** for either parent as well as two weeks paid secondary carer’s leave.

Celebrating together is a big part of our culture and we regularly gather for **Extravaganza and Team Appreciation Days **, plus fun activities brought to you by our social committees.

We like to shout at each other, not literally but via **Reward and Recognition Programs** such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communities in which we operate, so we provide two **Days of Service** each year to volunteer in a cause that matters most to them.

Other benefits available include **salary sacrifice **, **study leave** and an **Employee Stock Purchase Plan **.

**Ready to Apply?**
- We respectfully ask that no recruiters contact us with regards to this role._