Biller Help24 Program Manager (Finance)
Join the Team Making Possibilities Happen
If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.
Job Purpose:
We are seeking a proactive and strategic Customer Experience Operations Program Manager to lead the premium service desks within Biller HELP24. This role will be responsible for designing and executing operational strategies that ensure exceptional HELP24 service delivery, client satisfaction, and overall HELP24 team performance. The ideal candidate will serve as a key liaison between our clients, HELP24 analysts, Project Managers, Customer Success Managers and the overall business.
Essential Functions and Responsibilities
- Lead the HELP24 operations of the premium program, overseeing a team of HELP24 analysts dedicated to the premium clients
- Define and continuously improve how HELP24 interacts with clients, manages support tickets, and collaborates with internal stakeholders.
- Serve as the escalation point for client-facing issues, ensuring timely and effective resolution.
- Collaborate with internal stakeholders to align support strategies with broader customer goals.
- Analyze feedback from clients and internal teams to identify areas for improvement and implement enhancements to the program.
- Establish and monitor KPIs to track service quality, analyst performance, and customer satisfaction.
- Foster a culture of accountability, responsiveness, and continuous improvement within the HELP24 team.
Qualifications (Education, Experience, Knowledge, Skills, and Abilities)
- 5+ years of experience in financial services, customer support operations, program management, or a related field.
- Proven ability to lead teams and manage client-facing programs.
- Demonstrated expertise in training and managing both offshore and near shore FTE, ensuring consistent training and competency levels across all teams.
- Strong communication and interpersonal skills, with the ability to receive and act on constructive feedback.
- Experience working cross-functionally in a fast-paced environment.
- Familiarity with customer service ticketing systems, CRM platforms, and customer feedback tools.
Preferred Qualifications (Education, Experience, Competencies)
- Experience managing premium or high-touch clients.
- Background in IT support, SaaS, or enterprise services.
- Process improvement or change management certification (e.g., Lean, Six Sigma)
Competencies
- Ability to design, implement, and refine operational strategies that enhance service delivery and team performance.
- Skilled in aligning support operations with broader business and customer success goals.
- Proven leadership in managing high-performing, cross-functional, and geographically distributed teams.
- Ability to foster a culture of accountability, responsiveness, and continuous improvement.
- Deep understanding of customer experience principles and a commitment to delivering premium service.
- Skilled in managing escalations and ensuring timely, effective resolution of client issues.
- Strong interpersonal skills to work effectively with internal teams including Project Managers, Customer Success Managers, and Analysts.
- Ability to serve as a liaison between clients and internal stakeholders to ensure alignment and satisfaction.
- Proficient in analyzing client feedback and operational data to identify trends and drive improvements.
- Experience in setting and monitoring KPIs to measure service quality and team performance.
- Excellent verbal and written communication skills, with the ability to influence and drive change across teams.
- Comfortable receiving and acting on constructive feedback to improve processes and outcomes.
- Familiarity with customer service platforms (e.g., ticketing systems, CRMs, feedback tools).
- Ability to leverage technology to streamline operations and enhance customer experience.
- Experience managing premium or high-touch clients.
- Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) and change management best practices.
Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.
Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #16697)
ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally
#LI-LF1
#LI-HybridACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.
