Purpose of the role:
You will be Responsible for a set of Corporate client relationships and manage day-to-day service delivery needs, in accordance with the departments’ service standards and company policies and procedures.
Responsibilities:
- Manage ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts
- Serve as a primary point of contact for client relationships and ensure client satisfaction
- Manage the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded
- Ensure all work performed is invoiced on time and in line with client contracts
- Be jointly responsible with the finance function for any outstanding client debt
- Be responsible for the implementation of annual fee increases
- Support Service Delivery lead as a contact person for escalations and ensure client satisfaction
- Ensure the team builds and maintains strong relationships with clients as well as other teams and provides day-to-day assistance, advice and support
- Ensure the team has the appropriate level of technical expertise, qualifications and experience to provide the Service and ensure this remains up to date through CPD
- Promote the organisation's capabilities to clients, identify sales opportunities to be forwarded to the Relationship Managers and achieve contract extensions or additional business within the account(s)
- Support head of Service delivery for the function to ensure the improvement of their total service delivery to clients
- To participate and be involved in both regional and group initiatives and projects relevant to the Service where appropriate
Skills required:
- Minimum 5 years relevant experience with at least 3 years at Assistant Manager or Manager level
- Ideally to hold JFSC Table 5 qualification
- Excellent written and verbal communication
- Strong management skills with a drive to creating and instilling a high-performance culture
- Customer service oriented with a passion for consistently exceeding client expectation
- Keen eye for detail and ability to see and implement changes to process to improve service delivery to clients and improve profitability from the services provided