Senior Client Engagement Manager
Location: Swindon / London
This is a hybrid role working hours between 9:00 am - 5:30 pm.
Role Overview
The Senior Client Engagement Manager is a key member of the Client Engagement team, supporting the Strategic Service Manager and Head of Service Delivery in managing high-quality client programs. The role involves capacity planning, service reviews, operational monitoring, incident escalation, and liaising with internal teams and external partners to ensure effective communication and service delivery.
About Edenred PayTech
We are a subsidiary of the Edenred group, a Mastercard Principal Member, and an FCA Electronic Money Institution. Our services include Payment Processing, banking solutions, BIN sponsorship, and eWallet provisions. We work with clients across Challenger Banking, Corporate Benefits, and Retail & Travel sectors.
Key Responsibilities
1. Serve as the escalation point for Edenred service delivery and offerings.
2. Engage with clients to understand and share business insights within Edenred.
3. Conduct service reviews and capacity planning with clients.
4. Collaborate effectively with internal departments and external partners.
5. Resolve and prevent operational issues, providing regular status reports.
6. Support operational efficiency and respond to product, technical, and operational queries.
7. Assist sales with RFPs and client growth opportunities.
8. Develop solutions for new clients and improve existing processes.
9. Contribute to continuous improvement initiatives within operational practices.
Key Tasks
1. Prioritize projects and manage change with management support.
2. Ensure project compliance with operational acceptance criteria.
3. Report SLAs to clients regularly.
4. Review and prioritize client tickets and incidents.
5. Document change requests and manage invoicing processes.
6. Prepare documentation for prospects, clients, and new products.
7. Identify and implement process improvements.
8. Conduct regular service reviews with clients.
9. Handle operational escalations and technical queries.
Core Skills
* Experience or familiarity with prepaid cards.
* Excellent written and verbal communication skills.
* Strong problem-solving and decision-making abilities.
* Experience in a client-facing role.
* Data analysis skills with high attention to detail.
* Proficiency in MS Office.
* Technical understanding to address client queries.
Soft Skills
* Decisiveness and organization.
* Interpersonal skills and professionalism.
* Self-motivation and adaptability to fast-paced environments.
* Willingness to engage in detailed work.
Diversity Statement
Edenred PayTech is committed to equal opportunity employment and does not discriminate on any legally protected basis.
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