client Services mentor managerPaymentology

Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team, and experience to rapidly issue and process Mastercard, Visa, and UnionPay cards across more than 50 countries, at scale.
Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence, and richer, real-time data, set us apart as the leader in payments.
We already have a team of amazing Client Executives who work across four different continents and now we need you!
What you get to do::
As a Mentor Manager at Paymentology, you will be responsible for leading and guiding a dedicated SEA team of client executives to deliver world class service to our key clients across the SEA region
Our main goal is to be a "trusted advisor" to our clients, not just a "service provider" when it comes to payment solutions. You will work with your team across our portfolio of clients; adding value, deepening the relationships, and enabling our clients' businesses to thrive. In Paymentology we believe strongly in Making it Happen, Making It Easy, and Making it Right for our clients. From Day One, you and your team will be doing all three. With your support, your team will be resolving client issues either independently or with the help of internal teams and making sure that our products are used optimally thereby maximizing success for our clients.
What you'll be doing:
Managing workflow and delivery
Run the daily standups with your team; ensure that tasks are prioritized according to the level or importance and/or urgency and closed off correctly.
Ensure the team is servicing clients correctly.
Be deadline driven: mandate and drive regulatory within the team.
Actively implement existing processes to ensure the day to day operations of the CE team remain structured. (e.g.. CE Checklist, Trademark search process, Card ordering and stock management, checking system alerts processes, client notification processes, etc.)
Oversee the Rollout tasks that have been assigned to CEs and ensure that there is continuous progress and no bottlenecks occur.
Prepare for all internal sprints; ensure that to-dos from the previous sprint are completed and the CEs have shared the presentations and/or questions for upcoming sprint.
Prepare Product Board prioritization sessions by collating and assessing all Product Board stories (ie. new development requests) from the team and deciding which stories to put forward for the session.
Ensure the teams are using the correct platforms and internal tools at all times Product board, Rise, Trello. Slack, Zendesk, etc.
Ensure the Zendesk Sell pipeline is updated, reviewed, and progressed throughout the week so that the pipeline is continuously up to date, correct, and actioned.
Evaluate each team member's workload and identify possible processes or solutions that can help ensure the team is performing at the capacity that allows efficiency.
Client Leadership
Be an escalation point for all clients in your region. Respond to all your client's escalations that have come through via email, Zendesk support, a call back request, etc. Same-day response turnaround.
Create and build a strong relationship with client's / supplier's/ partner's management.
Check in with CEs on outstanding client queries, tasks from monthly meetings, and growth strategy discussions.
Identify issues that span across numerous clients and help CEs to formulate long term solutions.
Prepare and attend monthly client meetings to maintain strong relationships with the client and discuss growth strategies
Developing and motivating the team
Actively guide CEs on the day to day of their job, providing support where required.
Build a close, positive and motivational working relationship with the team to ensure they are proactive, responsive, helpful, and professional in their dealings with clients at all times.
Conduct weekly 1:1 sessions with each member of the team to address any obstacles, help them progress in their individual and team goals, and also discuss any performance concerns.
Engage with other teams to obtain feedback on CEs' engagements with their teams and incorporate feedback in our training and coaching sessions.
Understand and work on each of the team member's strengths and weaknesses so that; tasks can be assigned to a team member according to their strengths and harness strengths, work on weaknesses as well as guide, assist, and motivate the member toward growing even more.
Work with the CE to draw up a development plan that speaks to the growth of the CE within the company and/or address performance concerns.
Mentor Manager Development and support
Prepare for weekly 1:1 sessions with your line manager by identifying critical issues that need higher management's attention from a clients and team's perspective.
Play an active role in company development and evolution.
Attend leadership development programs and develop coaching capabilities.
What will your CEs be doing?
Paymentologists take pride in being agile and responsive. CEs need to ensure that client requests are acknowledged and resolved as fast as possible, either on their own or by coordinating with internal teams.
Establish and maintain strong client relationships through regular on-onsite visits, telephone/ Skype/ Zoom calls, and email communication.
CEs need to be an expert on our client's line of business, act as their strategic partner, and identify opportunities where we can enable them to increase their transactions and revenue.
They deeply understand payment processing; able to talk fluently about our products and technology, how they can meet clients' needs, and where required enable trouble shooting across teams for quick resolution.
In addition to supporting our clients, they work closely with our global partners (Mastercard, Visa, banks, etc), other partners and suppliers, plus internal teams like Growth, Product, Implementations, Customer Support, and Tech.
Coordinate and conduct client trainings e.g. Support processes, Reconciliations, Marketing, on the specific needs of their clients.
They are front facing; navigating their way through the conversations, negotiations, and facilitating conflict resolution when needed while keeping in mind that top-notch service is at the heart of what we do.
What you can look forward to::
At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.
Travel:
40% - 50%
And for this role you'll need:
7+ years of relevant client support and relationship management experience supporting premier/enterprise-level clients, preferably in start-up, fintech, tech, or IT.
Excellent English and with at least one other regionally relevant language (written and spoken).
A tech-savvy brain with the ability to understand how our products tie into payment processing
Previous exposure to working in and managing people through a quick paced environment with an agile mindset to navigate these changes.
A strong sense of urgency and the ability to jump on client requests as they come up.
Client Centric - A mentality of "the customer comes first" and a willingness to go the extra mile to prove it.
An interest to work in a fast-paced fintech at the cutting edge of global payment technology.
A "ready and willing" attitude when it comes to travel,
A resilient mindset, ability to work under pressure, and focus on successful outcomes!
Bonus points:
Previous experience in payment solutions
Exposure to an industry or business that runs 24/7
Paymentology

Manila City, Metro Manila
Permanent
Full-time