Client Support Manager

The Client Support Manager will provide operational leadership and strategic guidance to the service delivery team, ensuring the effective execution of day-to-day activities and supporting continuous improvement initiatives across the team. The Manager will ensure the team has the necessary tools and resources to deliver exceptional customer service while adhering to established standard operating procedures (SOPs). Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as the leader for the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee the hiring, training, and development of the service delivery team, working closely with supervisors to ensure effective onboarding, training, and continuous improvement. Provide leadership and guidance to supervisors in managing performance and ensuring the overall growth and success of team members.
• Foster a healthy and supportive work environment, emphasizing Graebel values, performance accountability, and personal growth.
• Support supervisors in handling escalated tickets and high-priority cases, ensuring quality and timely resolution.
• Understand and meet service level agreements (SLAs), as part of a broader set of KPIs to ensure exceptional team performance.
• Support client retention by providing a high level of service and developing a strong relationship with the Client(s).
• Ensure processes and systems support data integrity and accuracy of all clients reporting.
• Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation. As well as encourage open and professionally respectable’ communication among the team, the suppliers, Graebel Leadership, and other Graebel business units.

Performs other related essential duties as assigned or requested.