Chargeback Manager designing and implementing a Dispute Resolution Process at Satispay. Focused on minimizing financial exposure while ensuring compliance and efficient handling of disputes.
About the role
- Manager of Client Experience responsible for fostering relationships with Clients and leading Team Captains. Focused on operational performance and maintaining high-quality services.
Responsibilities
- Develop and maintain an authentic relationship with all the Client and internal stakeholders.
- Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
- Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
- Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
- Create and manage Client contracts such as MSAs and SLAs.
- Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
- Root cause analysis, planning and execution to ensure KPIs are met.
- Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
- Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
- Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities.
- Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
- Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
- Supervise and develop Team Captains through guidance, observation, and performance management activities.
- As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
- This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills.
- Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
- Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
- Establish, promote, and maintain the Boldr culture within the organization.
- Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
- Act as the escalation point for the Team Captains and Senior Team Captains.
- Responsible for upholding our organization’s values throughout the workplace.
- Monitor achievement of internal and external KPI’s and ensure Operational Excellence.
- Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
- Familiarity with Google Suite of Services is a must for this role.
- Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr.
- Experience with Hubspot is a plus.
- Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion.
- Coordinate necessary training and best practices related to Tools and Processes.
- Onboard new hires to ensure they are fully ready to succeed in their role.
- Lean six sigma knowledge and/or certification is a plus.
- Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement.
- Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.
Requirements
- 3+ years in a Client facing role (Ops manager)
- 3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries .
- 3+ years people management experience.
- Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
- Create dashboard and provide visibility to stakeholders
- Identify root causes, design and execute action plans
- Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
- Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
- Read, research, and draft letters, emails, and documents.
- Identify complex problems and review related information to develop and evaluate options and implement solutions.
- Speaking in a public setting and delivering presentations to individuals and groups.
- Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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