Manager - Customer Account Management Team Ireland

Elavon

  • Ireland
  • Permanent
  • Full-time
  • 30 days ago
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.Job DescriptionCAM Ireland Manager is responsible for the management of Elavon’s base Customers within SME segment in assigned territory. This role delivers revenue growth through the effective leadership of a team of up to 10 Account Managers, as well as by overseeing performance of Hybrid account management model in a matrix structure (if deployed). This revenue growth is being derived from a deep understanding of Customers’ needs, expanding cooperation for additional outlets and selling value adding products and services.CAM Manager is responsible for the management of Customer attrition across the SME Customer portfolio in assigned territory. They must employ strategies and take the necessary action to ensure that our attrition measures of revenue, Customer number and volume are managed to support the growth objectives of the European business.The CAM Ireland Team manager is responsible for delivery of change and optimisation of the CAM Ireland team in consultation with the other market managers and the Head of CAM UK&ITo succeed in this role, CAM Manager needs to demonstrate exceptional leadership focused on high volume of customer accounts, is able to show previous success of leading a sales or account management team delivering revenue growth and is extremely results orientated.CAM Manager is reporting into Head of CAM for Europe.Responsibilities:
  • Provide leadership, direction and vision to the account management team and ensure that the team achieves its key revenue and customer retention targets.
  • Proactively manage the up sell and cross sell activity undertaken by the team to existing customers. This activity will include but not be limited to the additional sales of DCC, Security Products, add locations, e-commerce gateways and additional card types.
  • Responsible for executing and reporting on the performance of the account management team and team KPIs.
  • Lead a cross divisional effort of all key business areas including Credit & Risk, Operations & Customer Service, Finance, Marketing, Fraud, Legal, P&P and Sales to minimise customer, revenue and volume attrition across the entire region.
  • Lead selected European CAM initiatives and work streams and drive innovation, digital adoption, increase in efficiency.
  • Use proven account management strategies to improve customer loyalty and increase customer longevity. Define strategy for portfolio allocation and participate in defining re-price strategies.
  • Work across internal and external stakeholders to continuously improve our customer experience in a manner which ensures increased profitable revenue.
  • Liaison with key stakeholders within SME, Corporate and Partner segments, in particular with leads of Sales and Bank Alliance environments.
  • Overseeing performance of Hybrid Account Management model
  • Identify and monitor market trends and competitor activity in order to gain competitive advantage and create plans which enable the team to quickly take advantage of opportunities that are presented.
  • Take full responsibility for up to 10 team members.
  • Be actively involved in developing and coaching those within the team to achieve their own ambitions and those of the company.
  • Build a succession plan which ensures business continuity.
Technical Competencies:
  • An ability to coach and create a winning culture
  • Ability to manage through difficult situations in a manner which ensures the business achieves its goals.
  • Knowledge of the value add services available in the acquiring space is a plus.
  • A proven ability to achieve success through a management team both direct and in a matrix management structure.
  • A proven track record of selling multi products and services within an existing account base
  • Expert level of knowledge of customer lifecycle and gaining customer loyalty
  • Proven ability of recognising and developing talent
  • An ability to analyse and make sense of large amounts of information to determine which opportunities will yield the best return
  • A proven ability of striving for continuous improvement
  • Well developed account management / customer service /relationship skills
  • A good negotiator who negotiates to win / win outcomes
  • A self starter who uses their own initiative to ensure that they achieve the organisations goals.
Qualifications:
  • Bachelor degree in economics / business or similar
  • 3-5 years of management experience
  • 2+ years of banking/financial services experience is a plus
  • A proven track record of leading teams to success
  • A proven track record of increasing value through selling of additional value added services and deploying succesful retention strategies to increase the customer life cycle.
  • Knowledge of Salesforce CRM system is a plus
Competencies:Collaboration – Build partnerships and promote a culture of teamwork to drive one U.S. Bank.Customer Centricity – Build strong customer relationships and deliver customer centric solutionsDrive for Results – Hold self and others accountable to consistently achieve meaningful results.Inclusion – Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged.RiskAppropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.Ethics and TrustMaintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticityThis role has been identified as a Controlled Function (“CF4 &CF7”) under the Central Bank of Ireland’s Fitness & Probity Regime. Accordingly, the Company must be satisfied on reasonable grounds that the role holder complies at all times with the Fitness and Probity Standards. Applicants agree to permit the Company (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity Standards and that you will provide the Company with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that the Company requests for that purpose.Location: Cherrywood or ArklowThe role offers a hybrid / flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.This position is not eligible for visa sponsorship.If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our .Benefits:We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.Posting may be closed earlier due to high volume of applicants.

Elavon