INT-A97D475 | CLIENT SERVICES MANAGER IV

The Client Services Manager will focus on maintaining good relationships with KMC’s clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region. The role acts as an overall liaison of the client and the KMC business to ensure excellent service delivery is at the topmost priority to promote better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-driven approach while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs. Ensuring that our new clients are onboarding to the highest standard, guiding them through our processes and making sure their launch with us is a success. You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network. Making sound decision-making and flexibility to ensure team dynamics and productivity. Hybrid work setup Competitive salary and benefits HMO + free dependent Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge) Diverse learning & growth opportunities Accessible Cloud HR platform (Sprout) Above standard leaves Overall point of contact for accounts’ concerns regarding service delivery related to contractual obligations Ensure achievement of day-to-day service levels, customer experience, quality measures and compliance measures Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics Continuous identification and implementation of operational best practices through interaction with the wider team Conduct Monthly Business Reviews to analyze Client performance and identify Client concerns real time. Ensure KMC receives regular customer feedback and providing timely constructive response to Management with proactive solutions / suggestions to ensure continuous improvements in workflow processes Ensure all escalations are resolved to the benefit of the business Ensure delivery of Client requirements through internal and external support Facilitate recurring Performance and Business Review with Management and Client Leaders Undertake initiatives and project management plans to enhance Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention). Day-to-day Client relationship management Deliver presentations to high-level executives Maintain and expanding relationships with existing clients Complete administrative work as required Identify and highlighting further opportunities for services and process improvements to ensure Business Continuity. From the moment a client is signed you will be responsible for launching our service and ensuring all relevant processes are followed. Working with the wider teams you will makes sire that the clients are communicated with at all times ensuring key milestones are met and delivered. Manage a Team of Operations support providing Service Delivery for assigned clients and ensuring meeting and exceeding Service Level Agreements. Build rapport and develop a strategic relationship with client stakeholders and grasp fully the business of the clients and anticipate the needs to provide best-in-class customer experience through managing projects, fixing any reliability issues, tracking service metrics, and helping lead the professionals/other team members responsible for getting services delivered to clients Budget management for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billing reports Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business. Maintain high level of morale and confidence in carrying out the business needs of the various Clients by being an effective liaison and providing resolution given set deadlines by efficiently leading a team, staying organized, managing conflicts, and using creativity to find ways to make the service better Five (5) Years well-established experience with account management and handling Service Delivery preferably managerial or at least supervisory role. Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.) 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 contact centers 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