About the company
Sopra Banking Software partners with over 1,500 banks, building societies, and specialized finance providers in more than 80 countries globally. We assist these institutions in crafting, implementing, and optimizing their digital transformation strategies. Our comprehensive suite of digital banking solutions empowers them to offer exceptional financial services to their customers.
Customer Service Manager - Sopra Banking Software UK Sopra Banking Software UK is thrilled to announce an opening for a Customer Service Manager to join our dynamic Customer Success team. This role is pivotal in ensuring we deliver exceptional service and enhance the customer experience within our enthusiastic team.
Key Responsibilities:
Service Reviews: Conduct regular service reviews at customer locations to ensure alignment with their needs and expectations.
Support Services: Oversee the performance of our support teams, ensuring delivery aligns with contractual commitments and striving to exceed customer expectations.
Issue Management: Proactively manage and resolve issues and risks to minimize complaints and escalations.
Performance Monitoring: Continuously track performance against formal and informal Service Level Agreements (SLAs) and Experience Level Agreements (XLAs), taking corrective actions as needed.
Profitability Reviews: Perform monthly reviews of customer profitability to ensure effective service delivery.
Process Improvement: Implement and adhere to Sopra Banking Software's methods and processes, working to enhance overall service quality.
Reporting and Analysis: Discuss service review reports and conduct root cause analyses post-incident closure to drive continuous improvement.
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