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Account Manager II - Card Customer Service



Customer Service, Sales & Business Development
Texas, USA
Posted on Thursday, July 11, 2024

Job Description

You are a natural leader. You do what’s right for customers and colleagues, and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As an Account Manager II in the San Antonio Retail and Card Customer Service Site, you will be responsible for the day-to-day operations and strategic planning for the Retail and Card Service Team, including but not limited to, service levels and operations business objectives. You will support and develop a team of 9 Customer Service Account Supervisors/Team Leaders with 150 indirect nonexempt specialists through regular coaching and feedback sessions, while assisting with the coordination of internal operation activities. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance

Job responsibilities

  • Lead and Manage a team of 9 Account Supervisors/Team leaders performance, leading by example and coaching on key behaviors to motivate sustained results
  • Utilize performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards
  • Ensure assigned area is adequately staffed and all personnel are appropriately trained and developed
  • Led performance management as well as selecting and retaining talent
  • Assist in oversight of day-to-day coordination of internal operation activities, including inventory management, customer service, management reporting, and data production
  • Perform root cause analysis and provide clear and concise documentation on steps taken to resolve open gaps and promoting continuous improvement initiatives
  • Develop strategic site plans focused on enhancing the customer service experience and employee experience, and driving goal achievement
  • Execute on root-cause analysis of risk and compliance issues and client/customer/stakeholder complaints
  • Handle exception items, resolves complex issues, and assists with line of business projects
  • Interact and develop strong, collaborative partnerships with a variety of internal periphery departments

Required qualifications, capabilities, and skills

  • Five years of leadership/management experience
  • Experience working within a large department or group within an Operations function, with a focus on relationship management
  • Knowledge of professional discipline and applicable knowledge to influence decisions as well as influence internal and external business partners
  • Leadership skills including but not limited to Delegation, Conflict Resolution, and Prioritization of diverse work loads
  • Ability to be flexible, adhere to tight deadlines and perform in a constantly changing environment.
  • Ability to interpret and analyze data
  • Excellent communication and interpersonal skills with the ability to effectively present data analysis to senior leaders in a clear and effective manner
  • Advanced proficiency with computer functions including Windows Operating Systems and Microsoft Office tools
  • High School Diploma/GED

Preferred qualifications, capabilities, and skills

  • Bachelor’s Degree

Work Schedule

You must be willing to work schedules during our operating hours, which may include evenings, weekends, and holidays. Our schedule will be established based on business needs working onsite, at your home office, or a combination of both Hybrid