Associate Director - Relationship Mgmt
TSYS Managed Services Canada - Greater Sudbury, ON

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Interested candidates MUST apply online at: Job Posting # 87986

Summary of Job Function

Responsible for overall support of client(s) assigned component area, which are systems, system module(s), product(s) or projects(s). Being the client advocate, works to deliver quality customer service by understanding the client’s and TSYS strategic initiatives, ensuring sound decisions are being made, understanding the financial implications, identifying revenue opportunities and keeping them aligned with the growth for both companies. Supports the development of individuals, teams and work initiatives.

Essential Responsibilities

§ Works with the Account Director in support of client(s) assigned. Accountable for all support pertaining to clients. Includes over-site and direction of production support and development activities. Facilitates and directs communication to assigned client using appropriate media. Responsible for maintaining long term relationships with clients.
§ Gains industry knowledge, understands trends and client(s) needs.
§ Recommends best practices, processes and alternate business solutions with client and internal customers.
§ Ensures regular reporting to the client on issues, projects, client maintenance, and process improvements. Participate in client meetings and TSYS sponsored forums. May present initiatives to large groups and/or senior management. Conducts frequent client communication with purpose to gain consensus or compromise on problems sometimes involving confidential or sensitive information. Responsible for building relationships with clients. Build and maintain positive working relationships within our organization.
§ Develop, participate and acts as the TSYS advocate in the Client Business Review and present specified sections of this information to the client. This encompasses the complete setup for the client review to include collecting reporting from other areas, generating certain types of reporting and understanding the output from that reporting. The business review documents should be professional in appearance when prepared to present to the client.
§ Accountable for client profitability statement (P&L) produced by TSYS Finance (if for applicable clients only). Responsible for attending and participating in the monthly financial meeting to cover the client profitability statement.
§ Accountable for invoice accuracy to include disputes and research resolution.
§ Build and maintain positive working relationships with areas internal or external to our organization.
§ Takes ownership when special attention is needed for a specific area, process or issue.
§ Understand the client’s business needs and strategy to determine how TSYS can create solutions to improve and support those needs.
§ On call 24 hours a day 7 days a week, and respond appropriately. Required to carry a pager or cell phone.
§ Travel to client site(s) as necessary.
§ Responsible in participating, facilitating, or serving on focus groups, committee’s, improvement initiatives, or various councils (Client Advisory, Operational Excellence project, etc.)
§ Provides direction and management for team member’s career growth and mastery of job responsibilities. Plans for team member training, conducts Right Steps process with team members, incorporating department and company goals, approves team member leaves and approves required paperwork. Serves as an escalation point for team members work schedules and make recommendations on salary administration. Mentor to Account Manager.

Required Knowledge, Skills and Abilities

§ Exhibit characteristics that align with corporate leadership and core values.
§ Listen well and utilize information.
§ Ensure meaningful performance evaluation meetings and documentation.
§ Understand the clients’ business and collaborate with the clients to meet their objectives.
§ Plan and manage to annual budget for cost center.
§ Understand the factors which enable TSYS to prosper.
§ Work well in a fast-paced, high pressured environment with irregular hours.
§ Travel as required.
§ Possess and apply specialized knowledge unique to the organization using common methods and principles.
§ Analyze information for moderately complex problem resolution.
§ Plan and lead the work efforts of others.
§ Demonstrate appropriate leadership style in varying circumstances.
§ Guide team members performing moderately complex duties.
Education and/or Experience

Four year college degree and eight or more years related work experience or ten years related work experience. Previous management experience is required. Some appropriate TSYS experience is preferred. Four year college degree is preferred. Six Sigma Green Belt certification preferred.