Job Description

We are looking for Client Manager (CM) Position for One of US based MNC Client in Kochin Location. Please find here below JD and Client profiles.

About the Client

Client is the global provider of skilled business-critical support services to financial, legal and professional services firms. From our humble beginnings as a print shop in London to our position today as a global outsourcing leader, our business is built on a strong heritage, great relationships and a talented team.

We are experts in delivering efficient business processes in complex and highly regulated environments. We connect people, processes, and technology to manage documents and streamline key back-office functions. Empowered by a global workforce, our strength is unparalleled and helps improve efficiency, increase effectiveness and reduce the risk for our clients.

Our clients and their customers have always been at the heart of everything we do. We bring a consultative and collaborative approach to developing solutions for the unique needs of legal, financial and professional services firms.

We have an unrivalled global presence and a versatile range of service models ranging from onsite, nearshore and offshore delivery

ClientTag which has combined revenues of $1.2billion and 10,000 employees worldwide, operating in over 195 cities across 40 countries. Client is backed by Advent International, one of the largest and most experienced global private equity investors.

Overview of the role

Overall responsibility for customer relationship, team management and shift management in respective shifts for the respective process. He / she will be working closely with the rest of the team on a daily basis, and would be reporting into the Operations Manager on their daily deliverable.

Role Summary

- Customer Satisfaction

o Communication with team / Onsite / Client to be meticulous and flawless

o Ability to provide suggestions on layout, design to the team members and clients

o Attend escalations from clients and provide resolution in timely fashion

o Ensure all Client/Process/People challenges are communicated with the Associate/Operations Manager in a timely manner and solutions arrived at

o Efficient management of feedback received from end users within 24 working hours / Service Recovery Reports (SRR) ownership for escalations that involve client impact

o Participate in all team meetings, and team leader meetings with On-site team

- Revenue & Cost Management

o Unplanned absence to be curtailed and all targets for work hours per month are met by way of constant monitor of unplanned absence for all team members

o Efficient management of team utilization

- Operations / KPI

o All client SLA s and performance metrics to be met / exceeded

o Performance monitoring of the assigned team members

o Initiatives to bring up the performance curves of poor performers

o IT & Compliance checks (periodic checks and reporting)

o Ensure 100% compliance for all team members on all client branding and norms

o Ensure that BCM plan is adequately reinstated and the team being proficient

o Suggest improvements under process / client / people / finance regularly

o Seek, drive and implement initiatives and innovative ideas from individual team members

o Manage technology support and pain areas in consultation with WL and client tech teams

- Employee Satisfaction

o Timely recognition of performance of the team by way of rewards

o All employee surveys are proving fruitful and help managers attain a high satisfaction score

o Efforts to be taken to maintain the voluntary attrition below the organization targets

o Arrive at strong engagement initiatives under to improve team bonding

- Mentoring and Coaching

o Have a clear succession plan ready for all assigned team members, and conduct training sessions

o Work with Training Manager to create a personal development plan for all assigned team members

o Demonstrates ability to give positive and negative feedback constructively

- Leadership Skills

o Identify areas of training and self-development and charting one\'s own improvement areas

o Receptivity to feedback on personal improvement areas

- Administrative Duties

o Ensure all MI reports as requested by senior managers and clients are delivered error free

o Preparation of reports for clients / internal stakeholders (performance, payroll, reviews, investigation etc.)

o Ad-hoc requirements from senior managers and clients are managed and delivered

o Production planning and efficient shift loading by ways of planning shift roster

Hours of Work

- Willingness to work on day & night shifts (9 hours) on a rotation / continuous basis

- Flexibility to work on demand as per operational requirements

- Adaptable to work on Saturdays and Sundays, or on holidays

Educational Qualification

- Bachelors Degree in any discipline (preferable in Commerce / Arts / Literature and with an MBA)

- MS Office 2007 / 2010 certification / qualification (preferable) with knowledge of Adobe suite (advantage)

Personal Competencies

- 5 - 7 years of relevant work experience

- Ability to gel with teams

- Exceptional presenter skills

- Self-starter, proactive & assertive

- Team player and excellent interpersonal skills

- Strong acumen for data analysis and MI preparation

- Strong organizing skills with good ability to multi-task

- Excellent command over English language - spoken and written

- Ability to develop training plan to meet all training requirements

- Display great leadership traits and acumen to adapt to new work environments

Key Competencies

Technical Skills: Must demonstrate keen interest to acquire technical knowledge of core software (MS Office 2007, Adobe Creative Suite) and develop interest to learn domain know how

Training: Create strong foresight for the team on achieving targets, and arrive at various training initiatives in consultation with the Training Manager, to help enhance productivity levels of the operational (DS / PC) / support (WFC) team

Client Focus: Must demonstrate a client-focused approach to providing a service, through personal commitment to the client and their business. Should build effective client-relationships based on trust, flexibility and a professional approach, and be able to deal confidently with clients. He / she should be highly proficient to deal with escalations from clients in a seamless fashion and achieve resolution

Effective Communication: Should be a great orator and possess exceptional ability to drive down the organization and team strategies to the team in the most effective fashion

Leadership: Should display situational leadership and quotient to adapt to the requirements of the business demands. Should be able to translate the organization strategies into simplified format for the team to imbibe and help achieve their targets

Performance Benchmarks

- Should discuss on the performance expectations with the reporting manager

Statement of other duties

This document describes the major duties, responsibilities and authorities of this job and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

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