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Client Services Director

2 months ago

Taguig, Philippines KMC Solutions Full time

Make your next big career move by applying as KMC Solutions’ next CLIENT SERVICES DIRECTOR

The 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 Arrangement
Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves
Hybrid - Onsite 3x a week
The main responsibilities of a CLIENT SERVICES DIRECTOR include:

PRIMARY ROLES AND RESPONSIBILITIES

Leads 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 engagements
Focus 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 recommendations
Serve as the primary point of contact for client key persons, ensuring seamless communication and immediate and sustainable resolution to issues and concerns
Develop tailored strategies to meet client objectives in expanding operations and optimizing their business operations through KMC Teams
Manage the P/L of assigned vertical through operations budget & revenue planning, and cost-efficient project execution
Establish strategies that will enhance the structure and develop efficient process in client and contract management, project transitions, and service delivery
As 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 Delivery

Point of contact for Key Accounts escalations and higher level of concerns regarding operations and contractual-related requirements
Monitor and assess the efficiency of client service processes to ensure timely and accurate delivery
Collaborate 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 concern
Ensure consistency in achieving service levels, quality customer experience, and compliance measures
Provides 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 partnership
Undertake 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 required
Identifying and highlighting further opportunities for services and process improvements
Ensuring Business Continuity

Scope: Team Management

Optimize the skills and develop the leadership and business acumen of the Client Services Team
Have 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 client
Work 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 negotiations
Experience Business Development, and/or Contract Management is a plus
Must have a solid experience in managing US / UK clients within the industry of either Healthcare, Cybersecurity, and/or Financial Services
Well-versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
Amenable to a Flexible work schedule based on business requirement
Solid background with Project and Time Management
Exceptional Level of Commitment towards Customer Experience
Experience of working in an Outsourcing or contact center operation
Experienced in managing large multi-site/multi skilled outsourcing teams / organizations
It 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 level
Ability to demonstrate achievement of business improvements
Ability to build and maintain strong client relationships
Ability to demonstrate been able to translate business strategy into day-to-day delivery
Ability to manage and influence key stakeholders