Department Manager, Customer Support

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LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below,

About the Role:

The Department Manager will be responsible for the management and direction of employees and operations for customer support global language team. Responsibilities will include researching, analyzing and clearly understanding the products supported globally, along with customer data processes/data flow and business strategies. In partnership with internal and external customers, business knowledge will be used to identify and implement process efficiencies and data solutions for our Financial Crime and Compliance product workflows.

Responsibilities:

• Builds and maintains an effective operations organization committed to customer and employee satisfaction and profitable growth.
• Manages or advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility.
• Provides the tools, training and environment required to achieve employee success.
• Manage the day-to-day activities of assigned staff.
• Monitor and ensure accuracy of all work.
• Participate in the annual performance review process.
• Train staff and the subsequent optimization of their performance to support organizations strategic goals.
• Provide ongoing follow-up and feedback.
• Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks. Review, develop and implement process improvements, departmental goals, and objectives.
• Serve as go-to person for review and resolution of escalated issues.
• Maintain current knowledge of applicable laws, changes and requirements and ensure compliance.
• Advise and implement field best practices to improve products, applications, and services.
• Ensure all work is completed according to established policies, procedures, and standards.
• Assist staff in adhering to the department work schedules are maintained and projects proceed according to plans/job specifications.
• Collaborate with cross-functional and divisional groups to achieve established goals and objectives.
• Manage customer relationships expectations both internal and external.
• Prepare and/or assist in preparation of the budgets and monitor related expenditures to ensure compliance with established departmental budget.
• Assist in the preparation of periodic operational reports and metrics as requested.
• Assist other departments/divisions as requested by supervisor and/or other senior management

Requirements:

• Has minimum of 5 yrs. leadership experience with at least 2 years supervisory or operations lead role. Remote team management experience a plus
• Must have a bachelor's degree
• Must have call center experience
• Ability to learn quickly and grasp product and process to be able to effectively manage operations and assist in process improvement initiatives.
• Highly effective in people management, coaching, motivating, coordinating, and providing guidance to team members.
• Energetic, positive thinking and self-motivated with strong interpersonal skills to effectively build and sustain trust-based relationships with all levels of the organization.
• Demonstrated ability to work and meet deadlines in fast-paced and challenging environment.
• Strong written and verbal communication, problem solving, project management and delegation skills

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
• Life Assurance Policies: Providing financial security for your loved ones.
• Modern Family Benefits: Support for maternity, paternity, and adoption needs.
• Long Service Award: Recognition for your dedication and loyalty.
• Celebratory Allowance/Gifts: Marking special occasions to celebrate with you.
• Flexible Benefits Plan : Offering you wider choice of services and products
• Employee Assistance Program : Access support for personal and work-related challenges.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

Learn more about the LexisNexis Risk team and how we work

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  IT Services and IT Consulting and Information Services

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