Service Manager

Take a step forward and let Edenred surprise you.

Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.

We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.

Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.

Main responsibilities / task

As a Senior Client Engagement Manager you will be responsible for:

• Working with the management team to prioritize projects and change
• Assist the Project Team to ensure each project meets Operational Acceptance Criteria
• SLA reporting to clients at appropriate frequency
• Regular review and prioritization of client tickets
• Support operations team in resolution of incidents including any additional communication to clients if applicable
• Documentation of client change requests including definition of acceptance criteria
• Ensure timely issuing and approval of invoices
• Support documentation for prospects and new clients and for new products for existing programs
• Identify and implement process improvements to benefit Edenred and clients
• Run regular service reviews with clients (at agreed frequency)
• Responding to clients operational escalations
• Assisting clients and prospects on product / technical queries

Critical Deliverables:

• Escalation point of contact for Edenred service delivery & offering
• Client business appreciation and sharing within Edenred
• Effective client facing activities including Service Reviews & capacity planning
• Effective working with internal departments
• Resolution & prevention of short-term operational pain points within client group & effective status reporting
• Effective working with external partners & suppliers
• Increase efficiency in Edenred and client operational processes
• Support internal teams with product technical & operational queries
• Assist Sales team with information for RFPs & client growth opportunities
• Define solutions for new clients based on existing solutions & products working with Solutions Product Support / Development team if appropriate
• Working with the Service Management team to continuously improve practices and procedures in the operational environment.

Education and Experience:

• Bachelors degree in Computer Science Engineer or a related field. Equivalent combination of education and experience will be considered.

Needed experience for the role

• Experience in a corporate client facing role
• More than 5 years of previous experience with prepaid cards

Competences

• Strong communications skills both written and verbal
• Ability to work in a multicultural and distributed environment
• Ability to analyze data - attention to detail essential

Apply now and Vibe with Us!