Manager, Service Delivery

Job Description

Job Description

Deposita, an Allied Universal® Company, is hiring a Service Delivery Manager. The Service Delivery Manager is expected to motivate indirect reports who are technically proficient, understand the expectations of cash management responsibilities, and be responsive to business needs. This role will develop, influence and nurture trust-based relationships with customers and business unit and functional leaders. The Service Delivery Manager plays a key role in business processes to mitigate risk and is a positive change agent on behalf of organizational protection and is responsible for the operations and profitability of all cash management services within assigned Deposita customer account(s). The Service Delivery Manager can expect some travel requirements within the continental United States.

RESPONSIBILITIES:

• Determine and understand specific customer expectations; effectively communicate expectations to team members and stakeholders in a timely and clear fashion
• Manage standard cash operations at each customer facility, and ensure compliance through conference calls
• Work closely with client and other vendors to ensure consistent and coordinated service delivery at all responsible locations
• Identify and resolve issues; liaise with stakeholders; proactively manage changes, identify potential crises, and devise contingency plans
• Investigate and recommend new technology and tools that will enhance the customer experience and team efficiency; create new workflows and processes as our products and solutions evolve; grow the customer relationship through new products, services, and locations
• Prepare and present customer business reviews internally and externally
• Create reports; analyze data; work with the customer to identify additional service opportunities and implement same with other Retail Cash Solutions business units; and other work as needed per client contract and company policies.
• Coordinate the day-to-day administration and specialized reporting functions to ensure quality customer relations

QUALIFICATIONS:

• High School diploma of equivalent (e.g., GED)
• Minimum of five (5) years of experience managing customer accounts
• Work history must include demonstration of each of the following:
• Expertise in a broad range of retail areas of concern to include retail services, cash management services, control of cash
• Ability to conceptualize, communicate, plan, promote/influence, implement and manage cash management initiatives
• Ability to assess the cash office risks and betterment opportunities and have knowledge and experience in implementing strategies to include awareness and training
• High level of business acumen and ability to work effectively amidst paradox and ambiguity in a matrix organization
• Excellent skills in mathematics, reading comprehension, oral and written communications
• Effective oral and written communication skills; write informatively, clearly, and accurately
• Planning and organizing; attending to details
• Proficiency with Microsoft Office applications
• Problem solving; mediate conflict with tact, diplomacy; negotiate
• Forecasting, predicting
• Coaching, mentoring, motivating; encourage effective teamwork
• Active listening
• Assess and evaluate situations effectively
• Synthesize facts, concepts, principles; compile, sort, and interpret data
• Identify critical issues quickly and accurately
• Research, investigate, compile information
• Setting and achieving goals

PREFERRED QUALIFICATIONS:

• Prior retail management experience
• Prior account management experience
• Experience in development and implementation of cash management policies and procedures
• College degree in Business Administration or equivalent area of study
• Military education or training
• Experience executing and/or supervising all phases of a cash supply chain employing interviewing techniques, data analytics, statement collection, report writing, etc.
• Knowledge of cash supply chain