Manager, Client Relations

The Manager, Client Relations oversees the client services function of the respective business unit. Strategic responsibility for the administration of personnel and department activities, controlling expenses, and ensuring that client relations services balance the needs of clients and the Cass organization in a way that strengthens client relationships and furthers Cass' interests.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Monitors, evaluates, improves, and maintains performance of direct reports by:
• Administering a formalized goals-based performance appraisal process.
• Communicating performance problems and recognizing achievements through frequent and regular feedback.
• Coaching employees for continuous performance improvement.
• Determining salary increases.
• Disciplining or terminating employees as necessary when poor performance is evident.
• Promoting and transferring employees.
• Hiring and developing employees to assure position succession.
• Ensuring employees are trained in the fundamental aspects of their positions and promoting the advancement of their knowledge of specific operations.
• Ensuring employees are performing their responsibilities as outlined in their job descriptions.
• Delegating responsibilities to promote employee growth and development.
• Creating a work environment where employees are encouraged to identify process improvements and suggestions that have a pay-back in terms of increased efficiencies, accuracy, and client satisfaction.
• Monitors, evaluates, improves, and maintains performance of departmental staff by:
• Reviewing and/or participating in the evaluation of employee performance for salary increases, promotions, and incentive bonus distributions.
• Reviewing and/or participating in the process of hiring, disciplining, or terminating employees.
• Ensuring initial and on-going employee training and development programs are being effectively managed and providing employees with the necessary skills to achieve optimal job performance.
• Overseeing that the proper employee record keeping (tardies, absences, vacations, quality, productivity, etc) is being maintained by direct report staff in a consistent manner.
• Manages the implementation of new accounts and client modifications and changes by:
• Becoming knowledgeable about the system documentation developed by business systems.
• Supporting an implementation plan including being accountable for team assigned tasks and target dates.
• Coordinating the activities of the staff participating in the implementation process.
• Administers the activities of the department by:
• Ensuring that all documentation required to implement a new account or to make changes to a customer's processing system is comprehensive and is prepared within the prescribed periods defined by company policy or standards.
• Ensuring that all quality control procedures relating to the implementation of new accounts or changes to a customer's processing system are followed.
• Ensuring that all implementation/documentation deadlines are met.
• Manages the relationship between CIS and its customers by:
• Ensuring that customers are visited on a scheduled basis and documentation is prepared to report the results.
• Alerting company management of any changes or potential changes in the relationship.
• Staying abreast of each customer's needs by using CRM reporting system, customer call reports, and feedback provided by the account representative/customer service staff.
• Ensuring that customer changes are assessed, priced timely for invoicing and problems are prioritized appropriately.
• Ensuring that a working relationship is developed with the customer's key management in conjunction with CIS's sales managers.
• Exercises control over labor outlays to achieve cost effectiveness by analyzing staff to assure proper level of trained resources and taking measures to correct conditions of overstaffing.
• Exercises control over equipment outlays to achieve cost effectiveness by:
• Analyzing equipment utilization to assure maximum usage and effectiveness.
• Seeing that proper preventive maintenance measures are affected on a continual basis.
• Ensuring that all equipment is well maintained.
• Reviews and evaluates expenditures for supplies and equipment.
• Explores and implements new technologies and processes to achieve cost reductions and increase efficiencies and profitability.
• Executes projects requested by the Cass management team.
• Maintains a positive work environment that promotes good morale and a high-level of employee retention.
• Creates partnership with other department managers focused on optimizing corporate efficiencies and client satisfaction.
• Communicates corporate and department vision, needs, changes and other non-confidential information on a timely basis to assist in employee understanding and role in achieving stated objectives.
• Other duties as required or assigned.

Skills and Abilities Required:

• Provides positive leadership at a role model level.
• Strong desire to work with people and accomplish objectives through the efforts of others (delegation).
• Ability to work with minimal supervision and achieve goals with limited direction.
• Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of staff both verbally and in writing.
• Persuasive interpersonal skills to communicate with others inside and outside of the organization.
• Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns.
• Able to effectively coach and develop employees in a positive and supportive manner that fosters a team environment.
• Strong project management skills, including a high-level of demonstrated organizational and planning skills with the ability to stay on a time schedule and budget.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

• A bachelor's degree in business administration or the practical equivalent.
• 3-5 years of experience managing customer service relations in a business which provides data processing services to a broad range of customers. In lieu of this experience, 3 or more years of experience in a supervisory or management role at Cass will be considered.

APPLICATION PROCESS:

You can directly apply through Cass's website at Please apply directly to this position via the "Apply" button. You will be required to create an account and provide your resume, contact information and other pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.

ABOUT OUR COMPANY:

Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control and efficiency in their supply chains, communication networks, facilities, and other operations. Disbursing over $94 billion annually on behalf of its clients, and with total assets of $2.4 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly-owned subsidiary, Cass Commercial Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass was recently named as one of America's best midsize companies by a leading publication and is part of the Russell 2000.