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Director, Client Services

Position: Director, Client Services
Reports To: VP, Implementation & Client Services
Location: New York, NY or Winston-Salem, NC

Position Summary:

The Director of Client Services is the face of TCH, providing clients a primary point of contact for all their payment system support needs, while simultaneously coordinating with the other operations teams to fulfill client needs. The Director of Client Services will oversee a team of Payment Support Specialists and Customer Service Representatives to ensure that all TCH clients receive the high-touch, personalized service that is the bedrock of the customer-first support model. The Director of Client Services will also be responsible for identifying areas of opportunity and drive transformations to continuously evolve the organization.  This includes process improvements, automation and staff training.

Qualifications Required:

  • Bachelor's degree required, business management major preferred
  • Minimum 5-7 years high touch client service and/or operations experience preferably in a financial institution
  • Experience with TCH payment systems preferred
  • Must posses excellent communication skills
  • Candidate must exhibit an entrepreneurial mindset with exceptional interpersonal skills, and a strong desire towards issue resolution while maintaining minimal number of handoffs
  • Strong organizational and prioritization skills required
  • Must be available to provide coverage when needed and available to work weekends
  • Must have experience working in a Mainframe and Windows Distributed systems environment 
  • Ability to work in a fast-paced environment with competing time sensitive priorities 
  • Strong attention to detail to ensure firm policies and procedures are adhered to and regulatory requirements are met 
  • Excellent verbal and written communication skills (must establish good rapport with internal and external customers) 
  • Should demonstrate a strong knowledge of clearing and settlement functions 
  • Must have experience working with service level metrics and driving continuous improvement using metrics

Essential Functions and Responsibilities:

  • Drive and motivate your staff to provide clients with support in a timely and professional manner
  • Effectively handle application concerns with proper escalation to appropriate subject matter experts and management 
  • Acts as a liaison with product, implementation and operations
  • Focus on quick win execution and risk reduction, while setting the stage for the anticipated growth of our new products
  • Position your organization for continued growth by enhancing existing tools and technologies
  • Shifts to proactive client service by implementing automation and VoE listening methods
  • Develop framework to shift towards a culture of data/facts driven management, whereby each staff is clear on what constitutes success
  • Drive towards proactive client service and break down silos to enhance company-wide and client communications
  • Providing technical training and continuous learning opportunities as product and client needs evolve
  • Taking a regular pulse of employee sentiment, while empowering individuals with leadership and career advancement opportunities
  • Evaluate gaps in the functionality of current TCH tools and technologies, in an effort to deploy improvements that will maximize operational effectiveness and service quality
  • Take an iterative approach to enterprise automation by establishing a centralized center of excellence that can properly prioritize and execute potential automation use cases meant to minimize error and improve productivity
  • Assists in planning for new and existing resource needs to run and enhance TCH operations, while informing hiring and alignment plans
  • Ensure operations and procedural documentation are up to date
  • Execute monthly reporting for management and customers 
  • Assist in ad hoc projects as assigned and new product launch operations support  

Apply Below*:

  • A letter of interest describing your experience and interest in the position
  • Your resume
  • Names and contact information of three references, or three letters of reference

* Please submit a single application per position.

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