This role is to create a client focused culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients.
- This role will help coordinate deliverables across operations teams
- Help mitigate risk and communication strategy for incidents
- Participate in global projects to standardize and enhance our target operating model
- Formally implement client satisfaction monitoring
- Strengthen and develop relationships with our clients
- Develop relationships with key decision makers and operations staff at our clients.
- Manage client relationships and act as escalation point for all client queries
- Own and manage incidents/errors end to end in a timely manner.
- Maintain a high level of client satisfaction and retention.
- Management and oversight of client specific SLA’s and KPI adherence by operations teams.
- Host monthly service calls with clients with our SLA and KPI data.
- Participate in client DDQ’s and oversight of periodic due diligence visits.
- Determine RAG rating for clients. Escalation to internal senior management where appropriate.
- Oversee and review client profitability and ownership of client account strategy to drive future growth.
- Manage client profitability through workforce planning with operations teams and adherence to common operating model.
- Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.
- Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.
- Participate in global projects to improve client related initiatives or projects with the operational teams.
