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Client Engagement Manager - 12 month FTC/Secondment
Swindon/London
This is a hybrid role working hours between 9 - 5:30pm
External – Clients, 3rd party suppliers, external partners
The Senior Client Engagement Manager is a key part of the Client Engagement team and supports the Strategic Service Manager and Head of Service Delivery in managing a high-quality service across all aspects of our client programs.
They are responsible for capacity planning, service reviews, business & operational monitoring, incident escalation from clients & operations, liaising with the relevant internal teams and external partners to obtain & fully understand information so that they can provide effective communication internally and externally with clients.
Why Edenred PayTech?
We are a subsidiary of the Edenred group and a Mastercard Principal Member, and an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and eWallet provisions. We work with various clients across Challenger Banking (Monese, Tide, Anytime, and more), Corporate Benefits (Fuel cards, restaurant tickets), and Retail and Travel services (Sainsbury’s, TUI, Argos).
Key Result Areas
• Escalation point of contact for Edenred service delivery & offering
• Client business appreciation and sharing within Edenred
• Effective client facing activities including Service Reviews & capacity planning
• Effective working with internal departments
• Resolution & prevention of short-term operational pain points within client group & effective status reporting
• Effective working with external partners & suppliers
• Increase efficiency in Edenred and client operational processes
• Support internal teams with product, technical & operational queries
• Assist Sales team with information for RFPs & client growth opportunities
• Define solutions for new clients based on existing solutions & products, working with Solutions, Product Support / Development team if appropriate
• Working with the Service Management team to continuously improve practices and procedures in the operational environment
Key Tasks:
• Working with the management team to prioritise projects and change
• Assist the Project Team to ensure each project meets Operational Acceptance Criteria
• SLA reporting to clients at appropriate frequency
• Regular review and prioritisation of client tickets
• Support operations team in resolution of incidents, including any additional communication to clients if applicable
• Documentation of client change requests – including definition of acceptance criteria
• Ensure timely issuing and approval of invoices
• Support documentation for prospects and new clients and for new products for existing programs
• Identify and implement process improvements to benefit Edenred and clients
• Run regular service reviews with clients (at agreed frequency)
• Responding to client’s operational escalations
• Assisting clients and prospects on product / technical queries
Core Skills:
• Awareness or previous experience with prepaid cards
• Strong communications skills – both written and verbal
• Strong problem solving and decision making skills
• Experience in a corporate client facing role
• Ability to analyse data - attention to detail essential
• Sound working knowledge of MS Office
• Product and Technical understanding to be able to respond directly to client technical queries
Soft Skills:
• Ability to make decisions
• Well organised, Methodical worker, high attention to detail
• Excellent interpersonal skills and values
• Self-motivator – happy to work in a fast-paced environment
• Willingness to get involved in detail
• Process Improvement mindset
Diversity:
Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local law
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