Service Delivery Manager

Responsibilities

• Determine and understand specific customer expectations; effectively communicate expectations to team members and stakeholders in a timely and clear fashion
• Manage standard cash operations at each customer facility, and ensure compliance through conference calls
• Work closely with client and other vendors to ensure consistent and coordinated service delivery at all responsible locations
• Identify and resolve issues; liaise with stakeholders; proactively manage changes, identify potential crises, and devise contingency plans
• Investigate and recommend new technology and tools that will enhance the customer experience and team efficiency; create new workflows and processes as our products and solutions evolve; grow the customer relationship through new products, services, and locations
• Create reports; analyze data; work with the customer to identify additional service opportunities and implement same with other Retail Cash Solutions business units; and other work as needed per client contract and company policies
• Cook up day-to-day administration and specialized reporting functions to ensure quality customer relations

Qualifications

• A high school diploma or equivalent (e.g., GED)
• Minimum of five (5) years of experience managing customer accounts
• Work history must include demonstration of each of the following:
• Expertise in a broad range of retail areas of concern to include retail services, cash management services, control of cash
• Expertise in conceptualizing, communicating, planning, promoting/influencing, implementing, and managing cash management initiatives
• Expertise in assessing the cash office risks and betterment opportunities and having knowledge and experience in implementing strategies
• High level of business acumen and ability to work effectively amidst paradox and ambiguity in a matrix organization
• Excellent skills in mathematics, reading comprehension, oral and written communications
• Effective oral and written communication skills; write informatively, clearly, and accurately
• Planning and organizing; attending to details
• Proficiency with Microsoft Office applications
• Problem solving; mediate conflict with tact, diplomacy; negotiate
• Forecasting, predicting
• Coaching, mentoring, motivating; encourage effective teamwork
• Active listening
• Assess and evaluate situations effectively
• Synthesize facts, concepts, principles; compile, sort, and interpret data
• Identify critical issues quickly and accurately
• Research, investigate, compile information
• Set and achieve goals

Preferred Qualifications

• Prior retail management experience
• Prior account management experience
• Experience in development and implementation of cash management policies and procedures
• College degree in Business Administration or equivalent area of study
• Military education or training
• Experience executing and/or supervising all phases of a cash supply chain employing interviewing techniques, data analytics, statement collection, report writing, etc.
• Knowledge of cash supply chain