Senior Manager, Client Support

Full-time Human Resources

Responsibilities

• Manage the performance of teams against all established Client Support benchmarks and metrics
• Taking ownership of case escalations, including all client and internal communication
• Participates in recruiting process as hiring manager, interviewingcandidatesandparticipatingin the decision-making process
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updatesregardingperformance, and give directionregardingcompany and department policies and procedures
• Develop and implement tactical plans for achieving strategic initiatives
• Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid-year and end of year performance revie...