Senior Client Services Manager

About Us: We help businesses find more flexibility and achieve a better way
of working. If you need to get things done, use B&P as an extension of your
team to build faster, drive growth and transform your business. Our smart
tailored outsourcing and HR solutions deliver high-quality results with reduced
operating costs for companies of all sizes across a wide range of industries.

Job Summary: This role is a bridge between our organization and clients. Ensures
that our clients receive exceptional service. Takes full responsibility of
arising client issues and offer recommendations and/or solutions useful in
addressing such problems. It is expected to achieve annual top-line revenue
generated by campaign as forecasted, gross margin % month-on-month as
forecasted. Key performance indicators include client satisfaction, growth, and
margins. As needed, it may lead to contract negotiation and amendments during the
life cycle of the contract and provide actionable feedback for
improvement/course correction internally and externally.

Responsibilities:

• Primary
  point of contact of key clients regarding service delivery.
  
• Owns
  the overall strategic relationship for the set of clients assigned to him/her.
  
• Drives
  cross-functional efforts and leverages influence to guarantee timely and
  effective service delivery.
  
• Responsible
  for overall financial performance and profitability of the assigned clients.
  
• Delivers
  annual upsell targets or revenue growth of existing clients.
  
• Ensure compliance rules and
  execution of contract agreements.
  
• Ensure effective client
  onboarding implementation of all projects.
  
• Proactively
  understand our clients' ongoing strategies and challenges, to uncover valuable
  service opportunities that consistently add value to our collaborative
  partnerships.
  
• Effectively communicate with
  clients to identify their preferences and facilitate the process to meet their
  needs and expectations
  
• Provide clients with regular
  updates and periodic statements to keep them abreast on changes in trends.
  
• Provide regular reporting and
  join business reviews with the clients and senior management.
  
• Maintain processes according to
  required standards and maintain consistency in same.
  
• Administer all operating data
  and transactions for various billings and assist in efficient renewals.
  
• Carry out surveys and research
  to evaluate customer satisfaction level and discover better techniques for
  ensuring a satisfied customer base
  
• Influences and facilitates
  resolution cross functionally to resolve escalations that impact client
  operations and relations.
  
• Handle and resolve escalated
  concerns from clients
  
• Help oversee development of
  staff by assessing competencies, recommending training, and discussing career
  planning.
  
• Partners with People &
  Growth to ensure implementation of employee engagement, rewards and recognition
  activities to drive performance, elicit employee satisfaction and mitigate
  attrition
  
• Achieve budgetary measurements
  
• Provide excellent customer
  service to clients.
  
• Conduct Performance Management
  as necessary.
  
• Ensure that all customers and
  client complaints/discrepancies received are logged and properly investigated
  
• Ensure achievement of targets
  and adherence to Service Level Agreement (SLA) specified in the client
  agreement
  
• Maintain CRM up to date
  
• Ad-hoc tasks as required
  

Requirements

• Minimum of 6-8 years Client
  Services or BPO Operations Management experience.  
  
• Proven experience in a
  leadership role is required.
  
• Basic Project Management
  background.
  
• Has solid influencing skills.
  
• Understands Business and Market
  Trends in outsourcing.
  
• Ability to understand
  business strategy and able to translate into day-to-day delivery.  
  
• Excellent English communication
  skills and the ability to anticipate the needs of customers
  
• Must demonstrate strong
  analytical thinking skills.
  
• Should possess strong
  problem-solving skills and the ability to make sound-judgement calls
  
• Superior organizational and
  time management skills.
  
• Knowledge of customer service
  programs and databases, or the ability to learn new software quickly
  Innovative, creative thinking skills to ensure the organization is providing a
  cutting-edge client experience.
  
• Highly advantageous if with
  training and/or certifications in any of the following: Advanced Client
  Services Training, Negotiations, Budget Planning
  

Benefits