Manager Client Experience Jobs in Indiana

INTRODUCTION

The Manager of Client Data Support ensures, through the leadership of the department staff and collaboration with other divisions and departments, the successful implementation of new insurance monitoring programs for financial institutions as well as client data processor conversions, mergers, or acquisitions. This individual plays an integral role in delivering a positive customer experience to our new financial institution clients and the potential of an expanded product partnership. This individual oversees the IT service desk as it relates to the ongoing maintenance and requirements changes for existing clients and their inbound and outbound data.

ROLE AND RESPONSIBILITIES

Job Duties And Responsibilities

Management of Process/Procedures/Controls (35%)

- Utilizing all available tools and resources, monitors workflow to ensure a quality experience that meets or exceeds the expectations of clients and Allied personnel.
- Manage the processes, procedures, and other controls for the creation and maintenance of data file mappings / transformations.
- Manage the processes, procedures, and other controls for client configurations within Allied’s insurance monitoring system (UniTrac).
- Manage the processes, procedures, and other controls for service desk ticket responses and resolutions.

Collaboration (20%)

- Exercises working knowledge of system capabilities and related workflow management.
- Collaborate with the 2nd VP, IT to improve process efficiency and staffing needs.
- Attend and/or lead kick-off meetings, project meetings, and other ad-hoc meetings.
- Regularly provide status updates to stakeholders.
- Train additional team members, as necessary.

Leadership (35%)

- Conduct regular staff meetings and trainings for employees with a focus on their development.
- Ability to take timely action with client concerns and internal questions.
- Monitor and consistently meet established service levels through process and employee management.
- Provide input on project decisions related to timelines, feasibility, and other relevant working with team leads to make sure work is completed in a timely manner for project deadlines to be met.
- Develop policies and procedures to ensure that the department operates effectively and reliably.

Technical Support (10%)

- As needed, provide direct support and guidance with regards to data file mappings for new client/product implementations and business rule configurations.

BASIC QUALIFICATIONS

- Bachelors’ degree, or equivalent combination of education and experience, required. Field of Study: Technology, Collaboration/Communication.
- 5 – 7 years related work experience.
- 2 years leadership experience.
- Required: Understanding of ETL and experience with ETL tools.
- Required: Understanding and knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

COMPENSATION

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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