Purpose of Job:
· Build and maintain strong client relationships
· Keep site team focused to maintain high level of service standard
· Encourage teamwork, ensure all staff members are involved in generating high client satisfaction
· Hands on supervision of staff performing a variety of services
Desirable Qualifications:
· 3+ years comprehensive outsource experience preferred
· At least 2 years prior leadership experience
· Excellent verbal and written skills
· Highly detail oriented
· Strong customer service and interpersonal communications skills
· Maintain confidentiality and exhibit professional decorum at all times
· Competent in all aspects of host site services
· Ability to prioritize and handle multiple tasks
· Ability to train and develop staff toward their full potential
· Ability to deal with difficult personnel issues
· Train and lead others
· Strong knowledge of Microsoft Excel, Word, PowerPoint
Desirable Skills:
· Understanding of risk and compliance issues within the banking industry
· Effective client service and account supervision skills with strong communications skills required
· Client facing experience and proven negotiation skills
· Ability to work in highly time-sensitive environment and collaborate with all stakeholders
· Demonstrated problem-solving abilities
· Ability to delegate, prioritize and handle multiple tasks with a willingness to ‘pitch-in’ when needed
· Cross-cultural sensitivity
· Ability to drive change and global initiatives locally
Supervisory Responsibilities:
· Provide staff supervision across service lines. Offer ad-hoc feedback to individual staff members on performance excellence or issues
Job Responsibilities:
CLIENT SERVICING
· Together with AM, meet key client contacts regularly to discuss operations and identify opportunities for service enhancement
· Support AM to conduct staff appraisals & development planning
· Ensure processes and procedures are observed at all times and updated regularly
· Apply sound information-gathering and analytical skills to problem-solving
· Ensure on-time and accurate reporting
· Support client-instigated special projects including software implementation & upgrade
· Provide fast turnaround to client ad hoc reporting or information requests
· Assist AM to conduct (as a minimum) annual customer satisfaction survey
OUTPUT MANAGEMENT (MFDS)
· Review and develop strategy pertaining to support on the copiers, printers, output management requirements to clients and users in evolving the business to a new level
· Prepare monthly and bi-weekly reports such as reports pertaining to client users when required
· Maintaining and updating fleet (MFDs, HP printers, fax machines) inventory list
· Participate in the process of the optimization plan of MFD fleet for the whole firm
· Analyse/right-size and make recommendations to BUs on their MFDs
· Liaise and negotiate equipment/toners pricing with vendors upon lease/contractexpiring
· Keeping track of BUs’ requisition of toners
· Consolidate used toners for recycling
· Call technicians onsite to repair faulty machines
· Co-ordinate with IT and vendor for installation and decommissioning of machines
· Participate in monthly/quarterly meetings with output management vendor
RECORDS MANAGEMENT
· Prepare monthly Records Management metric report to be submitted to HK
· Preparing ad-hoc reports requested by HK/SG
· Maintain firm’s inventory records
· Assist BUs to co-ordinate with vendor for archiving and retrieval of cartons
· Provide training to users on how to classify documents, using the Master Retention Schedule, before sending for archiving
· Perform checks to make sure classification of documents is correct before sending cartons for archiving
· Participate in Facility audit checks on vendor
CONFIDENTIAL WASTE DISPOSAL
· Preparing ad-hoc reports requested by HK/SG
· Maintain a checklist of all existing confidential waste bins in the firm
· Escorting the vendor during weekly routine visits
· Update SOP document when there is any change
· Participate in annual audit checks on the processes to make sure it complied with the SOP/SLA
ADDITIONAL RESPONSIBILITIES
· Assist other service functions during peak times and act as backup/coverage
· Adhere to all health and safety issues, and always maintain a safe working environment
· Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption)
· Ensure strict compliance with both client and company established processes, procedures and policies, particularly covering confidentiality of client corporate information
· Keep current with new information and policies, and communicate changes to team
ADMINISTRATION
· Prepare vendor invoices for payment
· Assist in preparing reports, monthly metrics, presentations, and other documents using Microsoft Office applications such as PowerPoint, Excel, and Word.
· Administer all contract documentation and ensure all contract information is updated in a timely manner and maintain a register of all contracts
· Setup internal meetings/discussion when required
· Participate in monthly meetings with client
