Client Services Solutions Manager

Partner with Client Services leadership to support service level objectives (SLAs), KPIs, and customer experience initiatives.

Oversee call recording and quality monitoring programs to support performance management and continuous improvement.

Support digital transformation initiatives including omnichannel communications, self-service capabilities, AI solutions, and automation.

Partner with Dealer Services, Field Representatives, and IT to identify business requirements, prioritize enhancements, and optimize the use of Creatio capabilities to support sales, service, reporting, and operational objectives.

Manage Client Services technology initiatives, including software implementations, enhancements, and integrations (CRM, digital channel, PowerAgent).

Evaluate system performance and recommend enhancements that improve efficiency, scalability, reporting capabilities, and user experience.

Coordinate with vendors and IT teams regarding system maintenance, upgrades, patches, and incident resolution.

Stay current on industry trends, emerging technologies, AI capabilities, and best practices related to contact center and business systems.

Develop and maintain dashboards, reporting, and analytics that identify trends, performance gaps, and operational improvement opportunities.

Create reports related to call volume, handle time, abandonment, adherence, quality, and other key performance indicators.

Create and maintain technical documentation, business requirements, standard operating procedures, and system workflows.

Partner with CSG Client Service leadership and training teams to enable effective use of system monitoring and reporting and assist the Trainer in developing training materials to drive adoption and performance.

Ensure platform configurations align with applicable regulatory, compliance, audit, and data privacy requirements.

Serve as the business liaison to System Security regarding user access, role-based permissions, and security-related requests, ensuring appropriate access is granted based on business needs and job responsibilities.

Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training. Follow internal processes and controls as required.

Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.

Regular and reliable attendance is an essential function of this position.

Performs other job-related duties or special projects as assigned.