Client Service Manager

About the role

We're looking for a Client Service Manager to join EML's North America operations team. Reporting to the Director of Customer Operations for North America, you'll primarily support our North American clients while working closely with colleagues in other regions to keep our service consistent globally.

This is a client-facing role. You'll be the operational point of contact for our clients from contract signature through to day-to-day management, with two main areas of focus: supporting implementation and delivery, and providing ongoing operational support. You'll work with every part of the business, and most closely with our commercial and account management teams.

What you will do

• Partner with account management leadership and the wider team to deliver excellent service to EML's North American clients
• Work with our cardholder support team to make sure larger issues are communicated to clients proactively and with a client-first mindset
• Identify and solve complex problems that affect account management, client relationships and growth
• Represent EML to the client, and the client to EML
• Gather and share insight on process or technical challenges, bringing the right people together to find and implement solutions
• Act as a subject matter expert on EML's products and services
• Manage the regional ticketing and client communication process, making sure every ticket gets a timely response
• Support our Card Production team through the client ordering process, keeping clients informed along the way

What you will bring

• 5+ years' experience in client services or client support
• Experience in financial services
• Strong attention to detail and a resourceful, solutions-oriented approach
• A collaborative style and the ability to build relationships, influence decisions and negotiate in the best interests of both EML and our clients
• Solid commercial acumen
• Confidence picking up new technical applications, and a willingness to learn and pitch in wherever needed
• Experience with JIRA, Excel (including pivot tables) and Word
• Energy, drive and enthusiasm for delivering best-practice service in a fast-moving environment

What we offer

• 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used
• Paid birthday leave and 2 paid volunteering days a year
• Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers
• Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine
• Access to a Health Savings Account (HSA) through UMB
• Dental and vision cover through Guardian, with EML paying around 75% of the premium
• Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML
• Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family
• Support with one relevant professional membership a year

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.

Our commitment to Equal Employment Opportunity

Integrated into our Core Values is EML's commitment to diversity, equity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and empowered to reach their full potential. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence. Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Disclaimer

Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check. Any disclosures are assessed fairly and in line with local law.