Client Relationship Manager
Core
Manage daily operational processing, dispute resolutions, and service delivery for the low and emerging-middle income segment while acting as a key link between stakeholders and management.
Role type
Senior Client Relationship Manager (Operations & Escalations)
Builds
Operational efficiency, service quality, and business outcomes for Mass Foundation customers
Domain
Financial Services / Banking Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Dispute resolution, operational compliance, stakeholder management, SLA monitoring, quality assurance, root cause analysis, performance reporting, team coaching, process improvement, data reconciliation
Preferred skills
Knowledge of Legacy and New World Products, systems navigation (OMUNET, VTG, EMS, CMoS, BaNCS, Bizagi, SQL, Eternity, SNOW, GCS, Qlink), BankServ processes, MOP processes
Technologies
OMUNET, VTG, EMS, CMoS, BaNCS, Bizagi, SQL, Eternity, SNOW, GCS, Qlink
Responsibilities
Manage daily operational processing including disputes and transaction reports; Perform regular reconciliations to ensure data accuracy; Build and maintain relationships with banking partners and internal stakeholders; Monitor and implement changes from regulatory updates; Investigate operational issues and implement corrective actions; Oversee quality assurance reviews and audits; Develop and implement learning strategies for the team; Analyze operational data to support management decision-making
Seniority
Senior, hands-on IC with team coaching responsibilities