Customer Relationship Manager
About Candidate
Introduction:
A highly skilled professional with over 17 years of experience in customer success, business analysis, project management, and financial operations. Expertise in leading cross-functional teams, resolving customer issues, and optimizing operational processes to enhance efficiency. Adept at business continuity planning, compliance checks, and financial investigations, ensuring adherence to industry regulations. Proven ability to train, coach, and develop high-performing teams, reducing error rates and improving service delivery. Strong background in payments processing, SEPA transactions, and AML compliance. Skilled in gap analysis, functional requirement documentation, and stakeholder communication. Experienced in designing and implementing process improvements to minimize risks. Excellent negotiation, conflict resolution, and problem-solving skills. Adept at analyzing customer data to drive business growth and enhance user experience. A results-driven leader committed to fostering trust-based relationships and operational excellence.
Responsibilities:
- Lead cross-functional business and technical teams for issue resolution.
- Conduct business analysis, gap analysis, and process optimization.
- Manage financial transactions, including SEPA payments and AML compliance.
- Train and mentor teams to improve performance and reduce errors.
- Develop operational manuals, process maps, and compliance frameworks.
- Handle customer inquiries, disputes, and data analysis for service enhancement.
- Implement strategies to minimize financial and operational risks.
- Conduct system testing, user acceptance testing, and compliance audits.
- Monitor SLAs, ensure regulatory adherence, and drive continuous improvement.
- Collaborate with stakeholders to enhance customer success strategies.