Senior Manager, Client Support

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
• Participate in the recruiting process as hiring manager, interviewing candidates and participating in the decision‑making process
• Conduct regularly scheduled team and one‑on‑one meetings with direct reports to address analyst issues, provide performance updates, and give direction regarding company and department policies and procedures
• Develop and implement tactical plans for achieving strategic initiatives
• Take ownership of internal projects, initiatives, and client issues and drive them to completion, including securing cross‑departmental participation as needed
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid‑year and end‑of‑year performance reviews for direct reports
• ...