We are seeking a dynamic and driven Client Centric Service Manager to lead our organization in enhancing our service delivery. The responsibilities include fostering a client-focused culture, ensuring that all teams place clients at the core in the design of our programmes and services, and implementing effective client-centric training programmes and sustainable client feedback systems, to achieve high levels of positive client experience and satisfaction across all services.
Key Responsibilities:
1. Operationalizing Client-Centric Initiatives:
- Work with all THK services to promote a client centric mindset and approach across all departments.
- Collaborate with all service units to enhance client centric practice, building from and not limited by the respective service models, and anticipating and meeting future needs.
- Foster a team-oriented environment that encourages cross-functional cooperation to prioritize client satisfaction.
- Co-lead efforts in client journey process mapping, service blueprint development and implementation of plans and strategies to enhance service delivery and client satisfaction.
2. Establishing Client Feedback Systems:
- Establish and manage effective and sustainable client feedback systems to gather insights and measure client satisfaction.
- Collaborate with all THK service units to ensure timely follow up on client concerns to deliver exceptional service
- Analyze feedback data to identify trends, areas of improvement, and opportunities for enhancing the client experience.
- Support service units in pre-empting and managing complex client feedback and lapses in service to ensure swift service recovery and client satisfaction
3. Empowering the THK team in Client Centric Service
- Co-design and facilitate fundamental client centric service training module for all THK staff
- Work with HR department to curate and provide ongoing trainings to keep staff updated on industry trends and best practices in client service.
4. Establishing Performance Metrics:
- Work with service units to define and track key performance indicators (KPIs) related to client satisfaction and service delivery.
- Regularly report on performance metrics to senior management, highlighting achievements, areas for improvement and recommendations for service improvement.
5. Continuous Improvement:
- Lead initiatives for continuous improvement in service delivery based on client feedback and industry benchmarks.
- Implement innovative strategies to enhance overall client experience.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications or a related field. Master's degree is a plus.
- At least 5 years of experience in client service and/or service quality positions, with a focus on driving client satisfaction.
- Work experience in transformation or driving of customer experience initiatives or work experience in healthcare/social service sector would be an added advantage.
Attributes and Competencies:
- Client-focused mindset with a passion for delivering exceptional service.
- Strategic thinker with the ability to enhance client centric service initiatives to meet overall company strategic goals.
- Well-organised, meticulous, and resourceful with the ability to multi-task in a fast-paced environment.
- Analytical mindset with the ability to interpret data and implement data-driven strategies.
- Strong leadership skills with the ability to think strategically, influence and inspire cross-functional teams.
- Excellent communication, interpersonal and networking skills.
- Demonstrates excellent facilitation and presentation skills.
- Independent worker, yet collaborative and able to work effectively in a team environment.
- Organisation-wide project management
- Able to work under pressure and excels in organisational and time management skills
