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 expectation in an efficient and cost-effective manner, achieving SLA targets and meet 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 and with all delivery organizations, internal and external.
- Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
- Take accountability for the financial wellbeing of the account.
- Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
- Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to OneX process and procedures.
- Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
- Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
- Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
- Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.
- Take ownership of performance issues and actively manage these to successful resolution leveraging the support from support organizations.
- Apply appropriate account governance, 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 and not wait for others to set priorities and direction.
- Exceptional customer facing skills and ability to interact.
- In-depth service delivery knowledge, escalation procedures, incident and problem management, change management, etc.
- Excellence: Consistently maintains high level of activity and productivity; sustains long working hours when necessary; shows vigor, effectiveness, and determination over extended periods of time.
- Results orientated. Demonstrate vigor to manage and guide any matters or projects to successful conclusion.
- Excellent verbal and written communications skills.
- Strong writing skills, writing reports and processes.
- Solid problem-solving skills and a proactive attitude.
- Demonstrate leadership and accountability. Take charge of situations, set direction and ensure clear objectives are set.
Required Experience:
- At least five (5) years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
- At least two (2) years program management experience implementing complex multi-disciplined projects.
- Project manager exposure or having managed projects.
- At least two (2) years’ experience leading multicultural teams in a service delivery environment.
- Understanding and exposure to service management tools as well as monitoring tools.
- Proficient in MS Office suite with Power BI 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 and must be deemed competent.
Work sample and / or psychometrics 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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