Manager International Client Services

Manager - International Client Services

Hybrid

Salary up to £71,900

The role may involve travelling to clients internationally 10/15%

The Manager International Client Services role focuses on managing large merchants like Hotels and Airlines from an operational standpoint. The role holder will be part of the Client Services management function and is accountable of drafting the strategy of the large merchants' team in cooperation with senior management, while directing and supporting a group (3 staff) of specialised technical relationship managers. The role may involve travelling to clients internationally 10/15%.

This is an operational client facing role and not a business delivery role. The role is hybrid and requires attendance to the office in Hammersmith.

Responsibilities

• Lead a team of Account Managers who support scheme/payments activities related to large, sometimes global, merchants like airlines, hotel chains, car rental companies, processors and financial institutions operating in the travel industry field. The Account Managers act as trusted partners in providing excellent technical service, project, and consultancy support to a portfolio of high-profile clients across Europe, Middle East, and Africa
• Set the team strategy and establish a set of smart goals focused on delivering core business and operational objectives while enabling the team to perform at their best in servicing their clients. Does not take a no as an answer and challenges the status quo to drive improvement and efficiency
• Ensure goals and deadlines are met, procedural gaps are addressed, the knowledge base is documented, and functional initiatives are supported to drive results working across multiple geographies and cross functional teams
• Drive initiatives focused on improving and resolving technical acceptance issues across large merchants such airlines and hotel chains, leveraging on payment ecosystem expertise, technical knowledge, and solid relationship management skills
• Review key metrics and datasets used in the preparation of dashboards to lead regular client facing operational reviews (QBR)
• Take the lead on day-to-day client interactions including C-Level stakeholders' engagement. Handle escalated operational queries, liaising with internal technical teams to resolve issues, and ensuring preventative measures are in place to avoid reoccurrence when issues are identified
• Plan the delivery of new activities, be hands-on, execution-oriented, willing, and able to drive the progress of existing projects/business initiatives. Provide regular status reports to key stakeholders at all levels

Required Experience:

At a minimum, here's what we need from you:

• Bachelor's degree in business, technology, or related field or equivalent working experience in Payments, Technology or Operations
• Experienced people leader who is proficient at managing high performing teams and negotiating with internal senior stakeholders
• Ability to work independently, focusing on strategic targets, and demonstrating a natural entrepreneurial approach
• Extensive knowledge of the payments ecosystem preferably from a payments scheme or Acquiring background
• Solid understanding of the travel industry payments ecosystem (Airlines and Hotels)
• Experienced leading the operational deliverables of large-scale platform migrations
• Proficient in drafting and delivering high standard presentations to clients, peers, and senior management (PowerPoint, Excel, Word)

Preferred Qualifications

If we had our say, we'd also look for:

• You are a qualified people leader
• You are familiar with analytics platforms and comfortable making data driven decision
• You have managed large merchants from an acquirer or scheme perspective