Manager International Client Services

Manager International Client Services Discover. A brighter future. With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. We value what makes you unique so that you have an opportunity to shine. Come build your future, while being the reason millions of people find a brighter financial future with Discover. Job Description: The Client Services Manager is responsible for supporting centrally managed accounts across APAC and EMEA through a team of dedicated support and service staff. Provides operational business support for business partners to include daily payment operational activity, manages customer service relationships, training, customer analytics, along with resolving escalated customer issues. Must be articulate and present operational metrics and requests to leadership on a regular basis. Responsibilities: Lead and direct a B2B Operations Centrally Managed Team (CMA) in 12-hour shifts across 5 working days. The team support is targeted to support partners across the globe in a 24/7 environment. Schedule diverse team members to cover different time zones and languages. Manage multiple offsite and onsite teams. Comfortable working in a virtual/remote setup to achieve operational excellence through operational service delivery. Prepare training materials, documentation, and SoPs to meet team needs. Develop and implement service plans, processes for performance management, exceed SLAs, and continuous improvement against established KPIs. Provide executive-level visibility to operational performance, incidents, resource management, and service level performances. Collaborate and build strong relationships with US and UK internal support and resolution teams. Prepare, review, interpret, and analyze a variety of information, data, and reports to recommend and implement processes/procedures to improve service efficiencies and enhancements. Lead strategic department projects, supporting other company projects and initiatives. Manage KT, coach, and mentor the team. Continuously research for automation opportunities and standardization across various teams. International travel is required. Minimum Qualifications: Bachelor's Degree in Business, Technology, or related field. 12+ years’ experience with business operations, B2B customer service in a financial services environment. Demonstrate leadership skills and managerial qualities, especially in team management and collaboration with internal stakeholders. Excellent command of English and Mandarin is required. Must be at ease and demonstrate email and phone conversation in business Chinese. Proficient in Excel, PowerPoint, and Word. Must demonstrate experience and confidence in doing analysis in Excel. Preferred Qualifications: Master of Business Administration. Credit Card/Payment Scheme Industry Experience. Experience in remote management/tele-helpdesk teams/operational support via email/technical customer service teams. Application Deadline: The application window for this position is anticipated to close on Sept-23-2024. We encourage you to apply as soon as possible. Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. About Us Discover is a great place to work and our employees are why. You’ll find yourself collaborating with some of the industry’s smartest and most reliable professionals; who reward dedication, value innovation, and support growth. #J-18808-Ljbffr