Client Satisfaction Team Manager

Manager (Manager/Supervisor of Staff) MINIMUM EDUCATION: Some College Coursework Completed www.metavante.jobs A company with a history built on stability, a present powered by innovation and leadership, and a future full of limitless potential - that's Metavante. For 40 plus years, we've been redefining banking and payment technology - implementing ground-breaking solutions and offering pioneering services - and we're doing the same for careers. Headquartered in Milwaukee, WI, we have operations in 35 cities nationwide and more than 5,600 associates. Metavante is redefining banking and payment technologies to financial services firms and businesses worldwide. Our products and services drive account processing for deposit, loan and trust systems, image-based and conventional check processing, electronic funds transfer, consumer healthcare payments, and electronic presentment and payment. Metavante Corporation is headquartered in Milwaukee and is the principal subsidiary of Metavante Technologies, Inc., a holding company that began trading November 2, 2007, on the New York Stock Exchange (NYSE) under the ticker symbol "MV."   POSITION DESCRIPTION METAVANTE LENDING SOLUTIONS (formally GHR Systems)POSITION SUMMARY   The Client Satisfaction Team Manager is responsible for all production support related needs, including the related project team and Support Services.  The CST Manager develops and maintains operational support procedures for the product group.  This role will also be responsible for the ongoing monitoring of the production application, from both an application and environmental perspective, to ensure that trends are identified and limiting factors (both hardware and software) are addressed on a proactive basis as the software evolves and client volume increases.  This position is located at our Wayne, PA  office. ESSENTIAL DUTIES AND RESPONSIBILITIES                                  ·        Manage all client production activities ·        Coordinate with clients on the implementation of solutions for production issues·        Provide support in research and resolution of problems and inquiries through management of the support services team·        Monitor client satisfaction levels with quality of service,  timeliness of response, overall interaction with MLS relative to production support through client interaction, survey use and other necessary mechanisms·        Direct the day to day activities of the dedicated CST resources.·        Act as a client advocate in accurately presenting, validating, prioritizing, and negotiating technical solutions which will resolve production issues·        Coordinate MLS resources through production patch and upgrade processes, as required to resolve production issues.·        Collaborate with clients on reporting and trend analysis activities.·        Actively manage the production support function, and implement changes in order to provide continuous, steady improvement·        Interface directly with clients as needed to ensure full and effective production support·        Coordinate activities and assignment of the CST.·        Prioritize client issues to deliver the most effective deployments·        Group client issues to recognize trends and eliminate the root cause of the issues  TRAVEL Some travel required – 25%-35%EDUCATION BS/BA requiredEXPERIENCE   7+ years of production support experience for external clients 5+ years management experience – preferably for complex teams 3+ years of mortgage origination or lending experience  (mortgage experience is a must)JOB SKILLS / TECHNICAL SKILL REQUIRED   ·        Excellent verbal and written communication skills.·        Excellent organizational skills to effectively oversee resolution of multiple client issues concurrently·        Strong analytical skills as well as high level of attention to detail dealing with software technology matters.·        Demonstrated commitment to providing outstanding customer service and ability to proactively anticipate and resolve problems·        Ability to work within cross-functional resources through complex projects.·        Solid negotiation and conflict resolution skills.  ·        Strong presentation skills.·        Ability to communicate technical information to non-technical personnel·        Must be self-motivated and possess the ability to work in a very fast-paced team environment.  Must be able to work independently and as a member of a team.  Must be a ‘working manager’.·        Must be proficient in MS Office, XP, Windows 2000 ·        Availability to support the resolution of production support issues during non-business hours. BENEFITS – Medical and dental insurance co-payment by Metavante, paid life insurance, 401K with employer contribution, Flexible Spending Account,  paid holidays, sick days, and vacation. All employment is dependent upon successful completion of a drug and background check.   Metavante is an Equal Opportunity Employer.All qualified candidates- please send a copy of resume in Word with salary requirements to Rachel.Arnold@Metavante or go to www.metavante.com and apply to requirement #9977www.metavante.com www.ghrsystems.com Local Candidates Only - No 3rd Parties   Apply Now Metavante is an equal opportunity employer, M/F/D/V.