Delivery Support Manager
hace 1 semana
EVO Payments Mexico, S. de R.L. de C.V. is seeking a highly skilled and experienced Delivery Support Manager to join our team. As a key member of our delivery team, you will be responsible for managing the implementation and conversion of detailed information technology solutions in the payment card industry.
Key Responsibilities- Manage teams who lead and/or execute implementation and conversion projects, ensuring customer satisfaction and delivering best-in-class payment technology and software solutions.
- Manage client engagement, scope development, budget analysis, labor planning, and coordination of activities between client and team members.
- Ensure monitoring of project completion from initiation through delivery to meet revenue and cost projections.
- Oversee performance of the installation and client acceptance of capitalized equipment, enterprise software systems, related product development, and/or related system implementation and conversion projects.
- Serve as mediator to internal and client issues and conflicting priorities for members of cross-functional teams focused on the delivery of company solutions to clients.
- May be responsible for new client training and documentation associated with implementations and conversions.
- Provides leadership/support for multiple team members who perform high-risk client mainframe changes for implementations, deconversions, and production clients (BAU).
- Responsible for overall support of clients, ensuring complete setup of clients, including processing terms and fee structure, account information, authorization controls, inserting routines, and correspondence.
- Leads team in process improvements, such as building and executing macros for high-volume/high-risk changes and generating ad-hoc reporting from fields on the master record to provide to clients.
- Reports to management on client issues, projects, client maintenance, and process improvements.
- Participates in client meetings and guides team members on client communication to provide issue resolution.
- Primary escalation point for clients while the client is in the implementation/conversion process, ensuring maximum accountability and client satisfaction.
- Available 24/7 to ensure client experience and issue resolution is timely, driving high client satisfaction.
- Monitors resources and work, identifying additional needs required to provide quality client support.
- Execute monthly, quarterly, and ad-hoc department metrics that are reported to executive management.
- Audits projects to ensure supporting documentation and pricing are correct and within scope of the contract.
- Bachelor's Degree
- Relevant experience or degree in a related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
- Typically a minimum of 6 years of related professional experience and prefer a minimum of 1-2 years of experience in a supervisory position.
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