Client Services Director

2 days ago

Taguig, Philippines KMC Solutions Full time

Make your next big career move by applying as KMC Solutions’ next CLIENT SERVICES DIRECTORThe Client Services Director will be responsible in leading a Team of Client Services Leaders and professionals that manages the service delivery & account management as well as the optimization of client relationships within the KMC Solutions’ Teams business. The CSD will serves as industry consultants to their clients and mentors to their teams by providing guidance in building executive client relationship that drives retention and exponential growth by tapping to the maximum expansion potential of each of the clients.On top of your salary, here are the exciting benefits you can look forward to:Flexible Set-up and Work ArrangementHealth Insurance/HMOEnjoy unlimited MadMax CoffeeDiverse learning & growth opportunitiesAccessible Cloud HR platform (Sprout)Above standard leavesHybrid - Onsite 3x a weekThe main responsibilities of a CLIENT SERVICES DIRECTOR include:PRIMARY ROLES AND RESPONSIBILITIESLeads a Team of Client Services Managers / Senior Managers that oversee the support operations of HR & Payroll services to KMC Teams Clients and all other related engagementsFocus on building relationship with client decision makers and stakeholders to establish long-lasting partnership by continuously understanding client needs and providing strategic business solutions through initiating data driven initiatives and providing sustainable recommendationsServe as the primary point of contact for client key persons, ensuring seamless communication and immediate and sustainable resolution to issues and concernsDevelop tailored strategies to meet client objectives in expanding operations and optimizing their business operations through KMC TeamsManage the P/L of assigned vertical through operations budget & revenue planning, and cost-efficient project executionEstablish strategies that will enhance the structure and develop efficient process in client and contract management, project transitions, and service deliveryAs part of the senior leadership team, CSD closely works with cross-functional stakeholders within the organization (sales, product development, marketing) to coordinate service delivery concerns and resolve issues Scope: Service DeliveryPoint of contact for Key Accounts escalations and higher level of concerns regarding operations and contractual-related requirementsMonitor and assess the efficiency of client service processes to ensure timely and accurate deliveryCollaborate with internal departments to streamline workflows and improve the overall client experience.Regularly review client feedback to enhance service delivery through business review and other forms of measurement as well addressing any issues or areas of concernEnsure consistency in achieving service levels, quality customer experience, and compliance measuresProvides industry specific insights during business review and client engagement that increases the confidence of the client in growing their business with KMC and realizing the value of partnershipUndertake initiatives and project management plans to enhance Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention).Prepare, analyze, and deliver presentations internal KMC Stakeholders and Client Executives in assessing service performance, industry trends, and identifying growth opportunities.Completing administrative work as requiredIdentifying and highlighting further opportunities for services and process improvementsEnsuring Business Continuity Scope: Team ManagementOptimize the skills and develop the leadership and business acumen of the Client Services TeamHave a well-defined Communication and Engagement model in place to ensure all Team members understand the performance of the business and full understanding the needs of the clientWork with the other departments in driving added value services to enhance Client and employee satisfaction and promote better work culture environment.To apply, you must be an expert on the following requirements:Five (5) Years Experience with Client Services / Account Management and handling Service Delivery preferably Senior Management role focused on client facing engagements and negotiationsExperience Business Development, and/or Contract Management is a plusMust have a solid experience in managing US / UK clients within the industry of either Healthcare, Cybersecurity, and/or Financial ServicesWell-versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)Amenable to a Flexible work schedule based on business requirementSolid background with Project and Time Management Exceptional Level of Commitment towards Customer Experience Experience of working in an Outsourcing or contact center operationExperienced in managing large multi-site/multi skilled outsourcing teams / organizationsIt will also be favorable if you are knowledgeable in:Proficient Oral and Communication Skills Strong sense of Business Acumen Financially-Savvy Exceptional Customer Service Strong Project Management Time Management Business and Market Trend Analysis Interpersonal Skills Excellent leadership, people management, communication and influencing skills at a senior levelAbility to demonstrate achievement of business improvementsAbility to build and maintain strong client relationshipsAbility to demonstrate been able to translate business strategy into day-to-day deliveryAbility to manage and influence key stakeholders

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