Manager, Client Relations Europe

The Manager, Client Relations oversees the customer service functions for Cass Europe.  This position holds strategic responsibility for the administration of personnel and department activities, controlling expenses, and ensuring that client relations services balance the needs of clients and the Cass organization in a way that strengthens client relationships and furthers Cass’s interests.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Monitors, evaluates, improves, and maintains performance of departmental staff by developing and administering performance metrics for each position, communicating performance concerns, and providing employees with the appropriate training and development to achieve optimal performance.
• Creates process and procedures to oversee client support practices and improve client experiences.
• Manages the implementation of new accounts and client modifications (if applicable) and changes by:
  • Becoming knowledgeable about the system capabilities and documentation developed by business systems (if applicable).
  • Supporting an implementation plan including being accountable for team assigned tasks and target dates.
  • Coordinating the activities of the staff participating in the implementation process.
• Administers the activities of the department by:
  • Ensuring that all documentation required to implement a new account or to make changes to a customer’s processing system is comprehensive and is prepared within the prescribed periods defined by company policy or standards.
  • Ensuring that all quality control procedures relating to the implementation of new accounts or changes to a customer’s processing system are followed.
  • Ensuring that all implementation/documentation deadlines are met.
• Manages the relationship between Cass and its clients by:
  • Ensuring that customers are visited on a scheduled basis and documentation is prepared to report the results.
  • Alerting executive management of any changes or potential changes in the relationship.
  • Staying abreast of each customer’s needs by using CRM reporting system, customer call reports, and feedback provided by the account representative/customer service staff.
  • Ensuring client changes are assessed, priced timely for invoicing and problems are prioritized appropriately.
  • Ensuring a working relationship is developed with the client’s key leadership in conjunction with sales.
• Exercises control over labor outlays to achieve cost effectiveness by analyzing staff to assure proper level of trained resources and taking measures to correct conditions of overstaffing.
• Collaborates with Business Systems and Business Development to resolve product performance issues and concerns.
• Explores and implements new technologies and processes to achieve cost reductions and increase efficiencies and profitability.
• Maintains a positive work environment that promotes good morale and a high-level of employee retention.
• Creates partnership with other department managers focused on optimizing efficiencies and client satisfaction.
• Communicates corporate, business unit, and department vision, needs, changes and other non-confidential information on a timely basis to assist in employee understanding and achieving stated objectives.
• Other duties as needed or required.

• Provides positive leadership at a role model level.
• Strong desire to work with people and accomplish objectives through the efforts of others (delegation).
• Ability to operate in a strategic-oriented capacity.
• Ability to work with minimal supervision and achieve goals with limited direction.
• Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of staff both verbally and in writing.
• Persuasive interpersonal skills to communicate with others inside and outside of the organization.
• Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns.
• Able to effectively coach and develop employees in a positive and supportive manner that fosters a team environment.
• Strong project management skills, including a high-level of demonstrated organizational and planning skills with the ability to stay on a time schedule and budget.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

• A bachelor’s degree in business administration or the practical equivalent.
• 3-5 years of experience managing customer service relations in a business which provides data processing services to a broad range of customers. In lieu of this experience, 3 or more years of experience in a supervisory or management role at Cass will be considered. 

APPLICATION PROCESS:
You can directly apply through Cass's website at https://www.cassinfo.com/careers. Please apply directly to this position via the “Apply” button. You will be required to create an account and provide your resume, contact information and other pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.

Breda
Cass Europe b.v. is a subsidiary of Cass Information Systems, Inc., the leading provider of transportation, utility and telecom invoice payment and related business intelligence services, disbursing $90 billion annually on behalf of its customers. The support of Cass Commercial Bank, founded in 1906, makes Cass Information Systems unique in the industry. Cass (NASDAQ: CASS) is part of the Russell 2000® Index. Applicants must live a commutable distance from Breda, NL.