Service Delivery Manager
RemoteUnited States
Job Summary
Determine and understand specific customer expectations; effectively communicate expectations to team members and stakeholders in a timely and clear fashion. Manage standard cash operations at each customer facility, ensuring compliance through conference calls. Work closely with clients and vendors to ensure consistent service delivery, identify and resolve issues, and devise contingency plans for potential crises. Investigate and recommend new technology to enhance customer experience and team efficiency, creating new workflows as products evolve. Prepare and present customer business reviews, analyze data to identify service opportunities, and coordinate specialized reporting functions. This role can be based anywhere in the US with some travel and requires five years of experience managing customer accounts.
Required Qualifications
- High School diploma of equivalent (e.g., GED)
- Minimum of five (5) years of experience managing customer accounts
- Work history must include demonstration of each of the following: Expertise in a broad range of retail areas of concern to include retail services, cash management services, control of cash
- Ability to conceptualize, communicate, plan, promote/influence, implement and manage cash management initiatives
- Ability to assess the cash office risks and betterment opportunities and have knowledge and experience in implementing strategies to include awareness and training
- High level of business acumen and ability to work effectively amidst paradox and ambiguity in a matrix organization
- Excellent skills in mathematics, reading comprehension, oral and written communications
- Effective oral and written communication skills; write informatively, clearly, and accurately
- Planning and organizing; attending to details
- Proficiency with Microsoft Office applications
- Problem solving; mediate conflict with tact, diplomacy; negotiate
- Forecasting, predicting
- Coaching, mentoring, motivating; encourage effective teamwork
- Active listening
- Assess and evaluate situations effectively
- Synthesize facts, concepts, principles; compile, sort, and interpret data
- Identify critical issues quickly and accurately
- Research, investigate, compile information
- Setting and achieving goals
Desired Qualifications
- Prior retail management experience
- Prior account management experience
- Experience in development and implementation of cash management policies and procedures
- College degree in Business Administration or equivalent area of study
- Military education or training
- Experience executing and/or supervising all phases of a cash supply chain employing interviewing techniques, data analytics, statement collection, report writing, etc.
- Knowledge of cash supply chain
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