Job DescriptionClient Relations Manager II- Complaint Manager | Location: CincinnatiAre you ready to write your next chapter?Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one.We're looking for a
Client Relations Manager II- Complaint Manager to join our ever-evolving team to help us unleash the potential of every business.Are you ready to make your mark? Then you sound like a Worldpayer.
About the teamThis is a fantastic opportunity to join a well-established team that handle client complaints and Escalations. The Complaints Team is part of the wider Risk and Shared Service team with SMB Operations. The team conduct thorough investigations on each case and deliver a resolution whilst identifying the root cause and process improvement opportunities.The team have an excellent reputation, they also manage Executive Escalations with urgency and great proficiency.
What you'll own - As the leader of the US Complaints team, we will look to you to lead and motivate people, demonstrating the Worldpay values and recognizing those who do the same
- Using your understanding of operations process to identify improvement opportunities within the business to improve customer experience
- Accountability for objectives and leading the team to deliver against their individual targets and Service Levels
- Executive Escalations with responsibility to ensure that robust investigations are carried out timely and accurately.
- Responsibility for complaints through to resolution with a written outcome
- Managing expectations of all internal and external customers.
Where you'll own itYou'll own it in our Cincinnati Office - US Headquarters! While we're a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person.
What you bring- People management skills and leadership experience
- Experience in Operations Management
- Good investigation skills and problem-solving ability
- Enthusiasm, resilience and drive with the ability to work effectively in a constantly changing and pressured environment.
- Excellent communications skills in both in writing and verbal
- Confidence to make decisions and identify solutions
- Team player with positive attitude able to build and maintain effective working relationships with a range of people, including Senior Leadership Team
- Experience of achieving operational targets
Worldpay perks - what we'll bring for youWe know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.
- A competitive salary and benefits.
- Time to support charities and give back to your community.
- Parental leave policy.
- Global recognition platform.
- Virgin Pulse access.
- Global employee assistance program.
What makes a WorldpayerAt Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.
- Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.
- Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
- Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.
Does this sound like you? Then you sound like a Worldpayer.Apply now to write the next chapter in your career. We can't wait to hear from you.To find out more about working with us, find us on LinkedIn.#LI-AR1
Privacy StatementWorldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
EEOC StatementWorldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing ModelRecruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.