Client Experience Manager
A vacancy exists in the Security Services Department for a Client Experience Manager reporting to the Security Services Executive.
Duties & Responsibilities
Purpose of Position: Manage the service delivery to customers in a seamless manner to meet and exceed customer expectations in an efficient and cost-effective manner, achieving SLA targets and meeting contractual obligations. Oversee projects and standards to ensure a uniformed and optimized customer environment.
Main Responsibilities:
- Take accountability for overall service delivery and customer experience.
- Build strong customer relationships with all delivery organizations, internal and external.
- Accountable for managing service delivery organizations and their contractual obligations. Address performance issues promptly.
- Take accountability for the financial wellbeing of the account.
- Develop and implement strategies to ensure high standards of customer relationships and end-to-end services.
- Define operational processes to support positive customer experience outcomes, aligning with OneX processes and procedures.
- Continuously review training requirements and facilitate further training for allocated staff to ensure they remain current in expertise.
- Manage and oversee standards of customer solutions and their professional implementation. Perform a program manager role for project implementations in the customer environment.
- Continuously review and assess operational trends, identifying areas needing improvement and collaborating with technical teams to launch applicable Customer Service Improvement (CSI) projects.
- Manage and compile required reporting, SLA, and other report delivery obligations.
- Take ownership of performance issues and actively manage these to successful resolution.
- Apply appropriate account governance and ensure meeting minutes are produced.
- Ensure escalations and high-impact issues are promptly dealt with.
Desired Experience & Qualification
Required Capabilities:
- Self-motivator able to operate without supervision.
- Exceptional customer-facing skills and ability to interact effectively.
- In-depth service delivery knowledge, including escalation procedures and incident management.
- Consistently maintains high levels of activity and productivity.
- Results-oriented with a focus on successful project management.
- Excellent verbal and written communication skills.
- Strong writing skills for reports and processes.
- Solid problem-solving skills and a proactive attitude.
- Demonstrate leadership and accountability.
Required Experience:
- At least five (5) years of active experience managing operations and service delivery in complex environments.
- At least two (2) years of program management experience implementing complex projects.
- Project management exposure or experience.
- At least two (2) years of experience leading multicultural teams in a service delivery environment.
- Understanding of service management tools and monitoring tools.
- Proficient in MS Office Suite; Power BI is an added advantage.
Educational Qualifications:
- Matric
- Post-matric technical certification.
- ITIL Foundation
- Post Graduate Degree/Diploma in Electronics/Communications sector.
- Leadership Training
- Proficient in Service Management Tools
If you are interested in this vacancy, please apply via the job ad post by no later than the 22nd of April 2024.
Applicants will be required to participate in a comprehensive assessment process.
Work samples and/or psychometric tests will be undertaken as part of the selection process.
Applicants who have not been contacted within three months from the closing date should consider themselves unsuccessful.
Preference will be given to candidates from the designated groups.
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