Текст заказа
Company: Modern Banking Systems (MBS) / Finovifi
Location: Omaha, NE (On-site)
Employment Type: Full-Time
Position Summary
**The Client Services Director is responsible for the overall management, leadership, and direction of the Company's client processing and client support functions. This position oversees processing and support activities for more than 60 clients across multiple locations.**
**The primary focus of this position is twofold: (1) ensuring all client processing activities are completed accurately, efficiently, and within established deadlines; and (2) ensuring client questions, concerns, and support requests are addressed accurately, professionally, and in a timely manner and documented appropriately. The Client Services Director provides day-to-day leadership, staffing oversight, and operational direction to ensure the department consistently meets client commitments while maintaining high standards of accuracy, efficiency, and customer service.**
**This position also works closely with clients, internal departments, and the implementation team to support new client onboarding, coordinate client requirements and implementation timelines, and ensure processing needs are appropriately prioritized and completed. The Client Services Director is accountable for maintaining effective communication, addressing operational deficiencies, and ensuring client issues and departmental responsibilities are followed through to resolution.**
Essential Duties and Responsibilities
Client Processing Management
* Oversee and manage the daily processing activities for 40+ clients.
* Ensure all processing deadlines are identified, monitored, and consistently met.
* Ensure work is completed accurately, timely, and in accordance with established procedures and client requirements.
* Monitor daily workloads and priorities and adjust as necessary to ensure all required work is completed.
* Identify potential processing issues or delays and take appropriate action to resolve them.
* Establish and maintain effective processes and procedures to promote accuracy, efficiency, and consistency.
Client Support and Service
* Provide management oversight for client support functions serving all clients.
* Ensure adequate staff coverage to effectively support client needs and maintain consistent service levels.
* Ensure client requests are appropriately prioritized, communicated, and completed in a timely manner.
* Foster strong client relationships by promoting responsive, reliable, accurate, and professional service.
* Work with client support teams to resolve client issues and ensure appropriate follow-through.
* Ensure client questions and concerns are resolved accurately and in a timely manner.
* Monitor client support tickets to ensure they are properly documented, updated, and progressed through resolution.
* Follow up with clients and support staff, as appropriate, to ensure issues have been addressed satisfactorily and that expectations have been met.
* Identify deficiencies or gaps in staff knowledge and work with training staff to develop and implement training plans to address those needs.
Staff Management and Development
* Provide direct management and supervision of approximately 15–20 processing and client support employees across multiple locations.
* Establish clear performance expectations, individual responsibilities, and accountability standards for all departmental personnel.
* Monitor employee performance, productivity, accuracy, attendance, and adherence to established procedures and expectations.
* Identify staffing needs and participate in the recruitment and hiring process, including conducting interviews, evaluating prospective employees, and making recommendations regarding candidates to advance in the hiring process.
* Address employee concerns and interpersonal conflicts as they arise, facilitating communication, mediating disagreements, and working toward appropriate resolutions.
* Promote a positive, professional, and collaborative work environment that encourages teamwork, accountability, and employee engagement.
* Maintain regular communication with employees across all locations to ensure consistent expectations, address concerns, and maintain a cohesive department.
* Recognize employee performance and contributions while addressing issues that may negatively affect departmental performance, morale, or service delivery.
Special Processing and Operational Planning
* Oversee special processing periods, including month-end, quarter-end, and year-end activities.
* Plan staffing and operational resources to ensure the department is prepared for periods of increased workload.
* Coordinate with clients and internal teams to identify special deadlines and processing requirements.
* Monitor the completion of critical processing activities and address issues that could affect client deadlines.
Client Onboarding and Implementation
* Work closely with the implementation team to support the successful onboarding of new clients.
* Assist in identifying processing requirements, staffing needs, timelines, and operational considerations for new client implementations.
* Ensure that onboarding tasks assigned to department personnel are completed accurately, timely, and in accordance with established implementation requirements.
* Ensure adequate staff coverage and operational support are available during the initial onboarding period to effectively support the new client and address issues as they arise.
* Help ensure a smooth and effective transition of new clients into ongoing processing and support operations.
* Provide operational input and feedback to improve the client onboarding process and ensure the department is prepared to effectively support new clients following implementation.
Continuous Improvement
* Evaluate departmental processes and identify opportunities to improve efficiency, accuracy, and service delivery.
* Recommend and support changes that improve the management of client processing and support activities.
* Monitor operational trends, client feedback, and recurring issues to identify deficiencies and implement appropriate improvements.
* Identify software deficiencies and enhancement opportunities based on client feedback and operational experience, and work with programming staff to communicate needs and support the development of appropriate solutions.
* Identify areas where clients may benefit from additional training in the use of company software and work with training staff to develop and implement plans to address those needs.
Qualifications and Skills
* Demonstrated management or supervisory experience, preferably in client services, operations, processing, or financial services environment.
* Strong organizational and leadership skills with the ability to manage multiple priorities and deadlines.
* Ability to effectively manage workloads and staffing requirements in a deadline-driven environment.
* Strong attention to detail and commitment to accuracy.
* Excellent communication and interpersonal skills, with the ability to work effectively with clients and employees at all levels of the organization.
* Demonstrated problem-solving and decision-making skills.
* Ability to remain organized, calm, and effective during high-volume and time-sensitive processing periods.
* Experience working with client implementations or operational onboarding is preferred.
* Experience with Hubspot preferred but not required.
* Prior banking experience strongly preferred but not required.
About Us
**Modern Banking Systems (MBS), a subsidiary of Finovifi, provides banking technology solutions and operational services to financial institutions. We are committed to helping our clients operate efficiently, leverage technology, and deliver reliable banking services to their customers.**