Client Services Manager

EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

The Client Services Management team is responsible for managing the operational relationships with EML Clients, acting as a point of escalation for all issues and supporting the Client with non commercial related enquiries. The Client Services Manager will be the key operational point of contact for our clients and will need to develop a good understanding of all aspects of the Client products and services.

The ideal candidate will be an experienced Account Manager, with experience in Managing a high-profile key client account.

• Responsible for maintaining and enhancing key profile Client relationships
• Monitor and produce reports on strict commercial KPIs
• Point of contact and escalation for our Clients - act as the key interface between the Client and all relevant internal teams, monitoring the resolution of issues and working with teams to identify root cause and drive performance improvement
• Ensuring all client enquiries are responded to within agreed SLAs
• Raising support tickets and change requests on behalf of Clients, monitoring and reporting back progress
• Create and manage regular reporting of Client activities.
• Work directly with third parties to support Client infrastructure such as the card processors, fulfilment houses, and schemes
• Use Client feedback to improve Client experience
• Hold regular contract management meetings to ensure the Client base is kept informed of business issues and developments
• Generate innovative ideas to support Clients and boost brand awareness
• Stay up-to-date with product launches and provide support to Clients and the Commercial/sales teams

• Ability to communicate, both written and verbal, at all levels, fluent in English
• Previous experience in Managing a high-profile key client accounts
• Relationship building skills and ability to remain calm under pressure essential
• Background in Financial Services
• Ideally previous experience in managing central and local government type clients
• Comfortable with technology
• Highly self-motivated

• 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!
• Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
• Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
• Company Enhanced Family Leave Options*
• 12 weeks paid New Parent Leave*
• Paid Professional Memberships
• Pension Scheme
• Company Private Medical Insurance Scheme – 50% covered by EML*
• Long term illness cover – 75% of your basic Annual Salary
• Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
• Employee Assistance Programme – accessible 24/7
• Benefits Hub – get discount vouchers for your favourite retailers