Job Description:
The ideal candidate will act as a point of contact between our clients and internal operations teams, ensuring smooth communication, effective problem resolution, and the successful delivery of services. You will play a crucial role in managing client relationships, optimizing operational processes, and driving client satisfaction. Your responsibilities will also include conducting training, developing training manuals, writing operational processes, and ensuring that all client services are delivered according to our standards and guidelines.
Key Responsibilities:
Client Relationship Management: Act as a point of contact for clients, providing support for all operational and service-related matters.
Research & Analysis: Conduct research as needed to resolve client issues or improve
processes. Analyze client data such as call centre metrics, including service statistics, and formulate improvement strategies.
Training & Documentation: Develop and write detailed training manuals, conduct on-site training for clients, and ensure teams are equipped with the knowledge and tools to perform their roles accurately.
Process and Procedure Development: Write processes and procedures for clients, including creating flow charts, to streamline operations and improve efficiency.
Client Satisfaction: Monitor client satisfaction through regular follow-ups and resolve any client issues or concerns. Work with the clients to understand their evolving needs and provide proactive solutions.
Scheduling & Meetings: Plan and schedule monthly or weekly meetings with clients to
discuss performance, provide updates, and address any issues.
Client Strategy & Reporting: Work with our internal operations and client managers to prioritize projects and identify critical tasks. Formulate and execute strategies to address client needs. Provide daily, weekly, and monthly reports to internal management detailing
client progress, results, and strategy implementation with timelines.
Recruitment Support: Assist with recruitment for clients as needed. Collaborate with the recruitment partner to ensure the best candidates are sourced and placed within client teams including assisting client management team to formulate strategies on employee motivation, retention and coaching.
Customer Service & Staff Management: Provide training on customer service excellence and staff management, ensuring compliance with relevant guidelines, policies, and processes.
Continuous Improvement: Analyze interdepartmental processes and suggest or
implement improvements to optimize performance for clients. Coach applicable
employees on route cause analyses and improvement planning.
Communication & Confidentiality: Maintain excellent communication with clients and
internal teams, ensure confidentiality of sensitive information, and demonstrate a strong
ability to resolve issues effectively.
Job Requirements:
Proven experience in client operations, account management, or customer service
management.
Strong analytical and problem-solving skills, with the ability to interpret client data and
devise strategic solutions.
Experience in writing training manuals and conducting on-site training sessions.
Ability to create processes, procedures, and flow charts to improve operational efficiency.
Strong organizational and time management skills, with the ability to handle multiple
clients and tasks simultaneously.
Excellent communication skills (both written and verbal) and the ability to present
complex information in a clear, concise manner.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with
client database programs.
Strong interpersonal skills with a focus on client service and relationship management.
Ability to work independently, as well as part of a team.
High level of confidentiality and professionalism.
Prior experience in project management or operations management is an asset.
Education & Experience:
Proven track record and 5+ years of experience in client operations, customer service management, team leadership and recruitment non-negotiable
Experience in training development and delivery is essential.
Familiarity and Experience with process improvement methodologies
Additional Information:
Travel will be required to client premises.
Hybrid working when not required at client premises.
If you are a proactive, results-oriented professional with a passion for client service and
operational excellence, we encourage you to apply.
