Service Delivery Manager hybrid

Customer Delivery Manager – Peterborough, UK (hybrid)

Peterborough

As a Customer Delivery Manager with Convera based in our Peterborough office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected time frames leading to dissatisfaction or complaint. This role works closely with Transaction Processing and Relationship Management teams covering the E2E transaction process.

The Senior Customer Care Specialist is also expected to coach team members through escalations and provide quality assurance feedback across people / process / product to improve the customer experience.

• Drive a seamless customer experience that creates positive sentiment for Convera brand.
• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Collaborate with Relationship, Product, Operations and Compliance teams to drive constant improvement.
• Own and investigate customer escalations and complaints from receipt through to resolution, with speed and quality interactions being paramount.
• Analyzing and solving problems of diverse scope. Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
• Evaluate processes, devise improvements, measure results, and iterate.
• Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.
• Identifying and documenting the root cause or defect trends and work with business partners to ensure corrective actions are delivered to improve outcomes.
• Conduct regular service reviews with customer and provide recommendations on how they can improve payment delivery rate and reduce returns.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations.
• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints.
• Required to work on projects and assist with business improvements.
• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

• A minimum of 5 years of related experience.
• Bachelor’s degree (or similar); or equivalent work experience.
• Expert communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Exceptional problem-solving ability, backed by good judgement.
• Experience with bringing cross functional teams together to problem solve.
• The ability to enhance relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and advises on difficult topics with tact.
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization.
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Strong knowledge of MS applications.
• Ability to view, analyse and present data to differing audiences.
• Must be able to conduct regular client visits face to face.
• This role cannot be delivered fully remote
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• Experience in customer-facing role with direct responsibility of managing customers in Banking, Payments, or Financial Services.
• Experience with onboarding/training new starters and customers.
• Experience with data analytics tools such as Power BI and Data Hub.
• Experience with applications such as JIRA, Confluence, Sharepoint.
• Excellent attention to detail.
• Ability to communicate in more than one language.

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business…