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Client Services Operations Manager Jobs in Nebraska

Nationalindemnity

Client Services Manager II

Omaha, NE · Hybrid

The Client Services Manager II assists in leading Client Services operations and ensures the delivery of accurate, timely, and exceptional service to agents, insureds, and business partners. This ...

Orion

Manager, Client Services

Omaha, NE · Hybrid

$72K - $110K/yr

As the Client Services Manager, you will lead our client services team. You will be responsible for ... including sales, operations, product, and development Manage vendor relationships to ensure ...

Orion

Manager, Client Services

Omaha, NE · On-site

$72K - $110K/yr

... operations, product, and development • Manage vendor relationships to ensure accuracy and ease of ... client services to drive innovation and continuous improvement We're looking for talent who: • ...

Orion

Director, Client Services

Omaha, NE · On-site

About This Opportunity As a Director, Client Services, you will provide a high level of client ... and managers to deliver on strategic and operational objectives * Influence and allocate ...

Orion

Director, Client Services

Omaha, NE · Hybrid

As a Director, Client Services, you will provide a high level of client service regarding the ... and managers to deliver on strategic and operational objectives * Influence and allocate ...

Orion

Director, Client Services

Omaha, NE · On-site

As a Director, Client Services, you will provide a high level of client service regarding the ... and managers to deliver on strategic and operational objectives * Influence and allocate ...

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Client Services Operations Manager information

What does a Client Services Operations Manager do?

A Client Services Operations Manager oversees the daily operations of a client services team, ensuring that customers receive high-quality support and solutions. They are responsible for streamlining processes, managing staff, and coordinating with other departments to meet client needs. This role often involves monitoring performance metrics, handling escalated client issues, and driving improvements in service delivery. Ultimately, their main goal is to enhance client satisfaction and maintain strong client relationships.

How does a Client Services Operations Manager typically collaborate with other departments to ensure client satisfaction?

A Client Services Operations Manager works closely with teams such as sales, account management, and product development to coordinate client deliverables and resolve issues efficiently. They often serve as the communication bridge, ensuring that client feedback and needs are clearly conveyed to internal stakeholders. Regular cross-functional meetings and continuous process improvements are common, allowing the manager to streamline workflows and enhance the overall client experience. This collaborative approach not only helps maintain high client satisfaction but also fosters a culture of teamwork and accountability across departments.

What are the key skills and qualifications needed to thrive as a Client Services Operations Manager, and why are they important?

To excel as a Client Services Operations Manager, you need a solid background in client relationship management, process optimization, and team leadership, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms, project management tools, and data analysis software is typically required. Exceptional communication, problem-solving, and organizational skills set top performers apart in this role. These abilities are crucial for ensuring high client satisfaction, efficient service delivery, and effective coordination within the organization.

What cities in Nebraska are hiring for Client Services Operations Manager jobs?

Cities in Nebraska with the most Client Services Operations Manager job openings:

Client Services Operations Manager jobs near you

Client Services Solutions Manager

Lincoln, NE • On-site

Union Bank & Trust Company
Commercial Banking • 11 - 50 employees
Learn more about Union Bank & Trust Companyexternal

Full-time

Posted 14 days ago

Job description

Position Summary: The Client Services Solutions Manager serves as the business owner for the 529 Client Services technology ecosystem from a College Savings Group (CSG) perspective. This role partners closely with Client Services, Operations, IT, and third-party vendors to ensure technology solutions effectively support business objectives, reporting needs, operational efficiency, and high-quality customer and financial professional experience. The Client Services Solution Manager combines leadership, business systems expertise, analytics, and continuous improvement to maximize the value of technology solutions supporting the 529 business.
Essential Functions:
  • Serve as the business lead for NICE CXone, partnering with IT to align call routing, business rules, phrase libraries, skills, queues, dashboards, reporting, and agent workflows with business objectives, service level goals, and customer experience requirements
  • Configure and maintain NICE CXone Workforce Management (WFM) and Quality Management (QM) tools, partnering with CSG Client Services leadership to optimize forecasting, scheduling, adherence, CSR schedules, capacity planning and real time monitoring, quality monitoring, interaction evaluations, coaching initiatives, and performance reporting to optimize CSG Client Services operations and customer satisfaction.
  • Monitor service metrics, call quality, and operational performance trends; identify improvement opportunities and coordinate with IT and vendors to resolve system-related concerns
  • Partner with Client Services leadership to support service level objectives (SLAs), KPIs, and customer experience initiatives.
  • Oversee call recording and quality monitoring programs to support performance management and continuous improvement.
  • Support digital transformation initiatives including omnichannel communications, self-service capabilities, AI solutions, and automation.
  • Partner with Dealer Services, Field Representatives, and IT to identify business requirements, prioritize enhancements, and optimize the use of Creatio capabilities to support sales, service, reporting, and operational objectives.
  • Manage Client Services technology initiatives, including software implementations, enhancements, and integrations (CRM, digital channel, PowerAgent).
  • Evaluate system performance and recommend enhancements that improve efficiency, scalability, reporting capabilities, and user experience.
  • Coordinate with vendors and IT teams regarding system maintenance, upgrades, patches, and incident resolution.
  • Stay current on industry trends, emerging technologies, AI capabilities, and best practices related to contact center and business systems.
  • Develop and maintain dashboards, reporting, and analytics that identify trends, performance gaps, and operational improvement opportunities.
  • Create reports related to call volume, handle time, abandonment, adherence, quality, and other key performance indicators.
  • Create and maintain technical documentation, business requirements, standard operating procedures, and system workflows.
  • Partner with CSG Client Service leadership and training teams to enable effective use of system monitoring and reporting and assist the Trainer in developing training materials to drive adoption and performance.
  • Ensure platform configurations align with applicable regulatory, compliance, audit, and data privacy requirements.
  • Serve as the business liaison to System Security regarding user access, role-based permissions, and security-related requests, ensuring appropriate access is granted based on business needs and job responsibilities.
  • Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training. Follow internal processes and controls as required.
  • Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
  • Regular and reliable attendance is an essential function of this position.
  • Performs other job-related duties or special projects as assigned.

Qualifications:
  • Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field, or equivalent professional experience.
  • At least five years of experience supporting contact center operations, business systems, analytics, reporting, or technology solutions.
  • Experience with system administration, reporting and analytics, platform support, technical troubleshooting, and vendor management.
  • NICE CXone experience strongly preferred.
  • Experience managing cloud-based contact center platforms preferred.
  • Experience collaborating with vendors and cross-functional business and technology teams.
  • Strong understanding of contact center technologies and analytics, including ACD, IVR, Workforce Management (WFM), Quality Management (QM), and performance reporting.
  • Advanced proficiency in Power BI, SQL, Microsoft Excel, and data analysis.
  • Working knowledge of artificial intelligence and emerging technologies, including generative AI, machine learning concepts, and Microsoft Copilot capabilities.
  • Project management experience and relevant certifications are a plus.

Preferred Talents:
  • Self-motivated professional with strong initiative, judgment, and decision-making abilities.
  • Exceptional attention to detail and commitment to quality.
  • Strong analytical and business systems skills with experience translating business objectives into technical solutions and supporting solution design, testing, implementation, and continuous improvement efforts.
  • Advanced problem-solving skills with the ability to quickly identify root causes, resolve complex production issues, and implement sustainable solutions in high-availability environments.
  • Excellent verbal and written communication skills with the ability to interact across all levels of the organization.
  • Organized, deadline-driven and proven ability to manage multiple projects and priorities while meeting deadlines and stakeholder expectations.
  • Ability to work independently while collaborating effectively with cross-functional teams.
  • Continuous improvement mindset with a passion for leveraging technology to drive business results.

Working Environment:
Sedentary work, occasional lifting and/or carrying up to 20 pounds.
Primarily indoor work environment not exposed to outdoor elements or hazards.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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