BBVA Compass BRS Client Technology Support Manager in dallas, Texas

Overview

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.

Responsibilities

Function:

Manages the daily operation of the technical support team responsible for ongoing client support, issue analysis, and system validations across multiple complex Treasury Management systems. Serves as an escalation point to effectively troubleshoot customer-reported issues identified in the production environment and ensure that all technical support needs are addressed in a timely manner.

Duties:

  • Monitor the support procedures followed by the BRS CTD team to ensure compliance with banking regulations and bank policies.

  • Maintain a solid understanding of all supported systems and interdependencies from a technical servicing perspective.

  • Proactively interface with system vendors, Product Development, TM Operations and other business partners in order to establish coherent and comprehensive coordination of daily tasks and communications.

  • Measure and monitor the quality and quantity of productivity metrics for the technical support functional team.

  • Provide leadership and expertise to identify and assist with the formulated resolution of escalated production issues.

  • Monitor and manage inbound client calls, product email addresses, and online chat queues.

  • Resolve internal and external operational issues/outages related to production support systems and applications.

  • Provide annual performance reviews and professional development assessments for the BRS CTD support staff.

  • Coach and mentor staff to develop improved client satisfaction skills.

  • Manage and coordinate resources for ad hoc projects across all production applications.

Required Qualifications:

  • Demonstrated leadership skills

  • Strong commitment to client satisfaction

  • Professional level of written and oral communication skills

  • Excellent knowledge of commercial banking products including Treasury Management.

  • At least 7 years of experience in banking with a preference for TM sales or client services.

  • Bachelors Degree or the equivalent relevant experience.

English/Spanish bilingual skills preferred

Job ID 2018-115306

Site Name TX-DALLAS-DOUGLAS BUILDING

Category BUSINESS DEVELOPMENT USA

Work Location US-TX-DALLAS

FLSA Status EXEMPT

Type FULL TIME

EOE Statement Equal Opportunity Employer - Minority/Female/Disability/Veterans.