Key Responsibilities

• Provide technical support in respect of all Digital Client support applications.
• Investigate digital support inquiries, providing regular updates to both clients other stakeholders and direct colleagues.
• Be accountable for all aspects of delivery and monitoring of the key performance measures that determine our delivery effectiveness by achieving monthly and weekly goals for investigation resolution.
• Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly.
• Collate and report key team performance metrics (MIS).
• Continually seek quality and process improvements and proactively identify issues and trends through the review of MIS
• Root cause analysis and proactively working with teams to address any issues / trends highlighted.
• Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied
• Represent Digital Client Support in cross-departmental meetings, knowledge forums and client conference calls as required.
• Comply with all corporate policies and practices and adhere to audit and regulatory requirements.
• Support team leader and section manager compiling team communication on 'Who's Who' to increase awareness of R&R's outside of teams, and ensuring that Product/Coverage etc are only brought into queries when required
• Be innovative through reviews of processes within each team, ensuring all tools are optimised
• Support delivery of support in line with the intensity model
• Participate in CAR & VOC processes for department, ensuring engagement for all stakeholders to increase client satisfaction
• Provide support on Client Experience projects

Development Value

This position provides opportunities to:

• Learn the full range of Cash Digital Support banking products and become Subject Matter Expert in identified products and gain new skills & knowledge of operational processes
• Interact with top-tier clients and build strong client relationships.
• Develop problem solving and organisation skills.
• Be part of a team that delivers a high value service and makes a difference every day.
• Project management experience and exposure
• Business analysis experience and exposure
• Leadership development

Person Specification

Knowledge/Experience

• Knowledge of Digital support applications is beneficial
• Strong problem solving ability
• Excellent customer service skills
• Experience with managing client relationships and delivering a high level of service
• Ability to cope with multiple issues at the same time with varying priority
• Unquestionable ethics, personal integrity, an understanding of implications of decisions and client confidentiality
• Commitment to excellence
• Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

Skills

• Client-focussed – constantly seeking to improve the client experience.
• Ability to understand our client’s environments and processes to incorporate solutions that will
• Organisational
• Problem solving
• Attention to detail
• Good analytical skills
• Ability to influence others
• Good MS Office skills
• Strong communication skills (both written & verbal) at all organisational levels
• Fluent in French/Portuguese and German in addition to English
• Ability to work efficiently within team environments and as an individual contributor.
• Ability to efficiently plan and organise own workload
• Ability to learn new software applications rapidly
• Customer service focus and ability to work with all levels of the organisation

Qualifications

Specific qualifications, such as a degree, are not necessarily required for the role. Focus is placed on previous work experience, current skills and overall abilities. An additional or multiple major European Language(s) is required with a preference for German.

Competencies

Motivation & Knowledge

• Personal Motivation
• Career Focus
• Business Specific Knowledge
• Commercial Awareness
• Interpersonal Skills
• Teamwork
• Adaptability
• Influencing & Persuasiveness
• Communication
• Thought & Delivery
• Decision Making & Judgment
• Analysis & Problem Solving
• Planning & Organising
• Innovation & Creativity
• Generate efficiencies.