Service Delivery Senior Manager

About the role

Deposita, an Allied Universal® Company, is hiring a Service Delivery Senior Manager - FD/DT. The Service Delivery Senior Manager - FD/DT is a dedicated resource working with our customer onsite at their Norfolk, VA headquarters. The Service Delivery Senior Manager is expected to motivate and lead indirect reports who are technically proficient, understand the expectations of cash management responsibilities, and be responsive to business needs. They will develop, influence and nurture trust-based relationships with customers and business unit and functional leaders. The Service Delivery Senior Manager plays a key role in business processes to mitigate risk and are a positive change agent on behalf of organizational protection. They are responsible for the operations and profitability of all cash management services within assigned Retail Solutions customer account(s). This position coordinates the day-to-day administration and specialized reporting functions to ensure quality customer relations. The Service Delivery Senior Manager can expect some travel requirements within the continental United States. This role requires the Manager to work on-site five days per week and maintain an active presence within the office environment.

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.
• Prepare and present customer business reviews internally and externally

Requirements

• High School diploma of equivalent (e.g., GED)
• A minimum of eight (8) 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
  • Ability to conceptualize, communicate, plan, promote/influence, implement and manage cash management initiatives
  • Ability to assess the cash office risks and betterment opportunities and have knowledge and experience in implementing strategies to include awareness and training
  • High level of business acumen and ability to work effectively amidst paradox and ambiguity in a matrix organization
  • Excellent skills in mathematics, reading