Client Services Manager
Region Greater Accra, ghana
6d ago

Job Type Permanent / Full Time Working Experience 5 - 10 Years Education Level First Degree Industry IT Jobs Qualifications Bachelor’s degree Description

This individual will have day to day Client interface and will be the owner of the client relationship for on-site and / or remote clients.

S / he will work with Operations and other Delivery team members to ensure successful delivery of program in line with client expectations and contractual obligations.

S / he can successfully provide leadership to the team by earning employee trust, motivating, and inspiring great performance.

Can promote a positive environment that encourages collaboration, development, and empowers decision-making.

Other duties and responsibilities as listed :

  • Distribute performance reporting to client and provide commentary to reflect program strengths and future plans.
  • Internal oversight of performance improvement plans to ensure commitments are met and progress is made
  • Closely work with workforce management and operations to ensure the program meets capacity plans and delivery are in line with client expectations.
  • Act as the common link across client LOBs, sites, and locations performing the same work to facilitate best practice sharing.
  • Analyze and maintain all client service level agreements, implement improvement plans as needed.
  • Oversee client relationships, facilitate open communication, understand client perspectives and expectations and monitor client satisfaction
  • Host weekly, monthly and / or quarterly business reviews.
  • On a regular basis communicate the overall objectives within common reports, and ensure that customer operational and capacity requirements are met
  • Hold weekly meetings with all functional leaders and key stakeholders
  • Develop processes as needed to support the program (operations, training, quality, etc.)
  • Requirements

  • Bachelor’s degree preferred with a minimum of 5 years of experience in a client facing role
  • Demonstrated ability to analyze and improve work processes, and establish a course of action for self and others to accomplish specific goals.
  • Demonstrated ability to implement change, flexibility to quickly adapt to changing business needs
  • Demonstrated ability to coach and develop action plans which maximize performance and provide effective feedback.
  • Works well under pressure and follow through on deliverables while maintaining a professional demeanor.
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
  • Proven ability to organize and prioritize projects in a fast-paced and deadline- oriented business environment
  • Demonstrated ability to foster customer service disposition and a sense of professionalism for self and team
  • Can use Excel and PowerPoint at an advanced level
  • Preferred experience in other MS Products and Services
  • Proven ability to lead via influence vs. direct authority
  • Proven ability to successfully partner with the client team by earning their trust and building strong relationships
  • Experience working internationally or for a multi-national company working in or with different countries and cultures.
  • Effective writing, presentation and proactive listening skills with excellent English verbal and written communication.
  • Apply
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