Client Services Manager

Our Client

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology.

About The Role

You will be responsible for planning, overseeing and leading projects from ideation through to completion. Oversee all aspects of projects. Set deadlines, assign duties, monitor, and summarise the progress of the project. Prepare reports for upper management regarding the status of the project. Manage a number of client accounts to ensure clients remain happy, satisfied with their service delivery, remain as client and grow revenue.

Working closely with the operations team ensuring KPI’s are met by offering solutions and working collaboratively. You will lead the relationship with their clients through escalations, invoicing, control policies, rate increase, WBRs, MBR, QBRs, supply feedback through action lists. A solutions-oriented person with proven client management skills to not only look after the current client base. This person is able to think outside the box, come up with creative solutions to solve problems and possess acute attention to detail and speedy communication.

Responsibilities

• Leading project planning sessions for onboarding of new clients.
• Coordinating staff and internal resources
• Managing project progress and adapting work as required
• Ensuring projects meet deadlines
• Overseeing all incoming and outgoing project documentation
• Conducting project review and creating detailed reports for executive staff
• Optimising and improving processes and the overall approach where necessary
• Capacity to manage high-pressured situations
• Ability to multi-task and manage various project elements simultaneously
• Be a solutions architect for our clients
• Think creatively and laterally to solve problems
• Ability to develop senior-level relationships quickly and effectively and manage accounts.
• Work closely with the Operations Team to assist them with decision making and problem-solving.
• Tracking KPIs and reporting

Experience and Qualifications

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