INT-6DCE958 | CLIENT SERVICES MANAGER III

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. 

The main responsibilities of a CLIENT SERVICES MANAGER III include:

Service Delivery: 

• Overall point of contact for Key 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 

Team Management: 

• Optimize the skills of the Key Accounts Team in line with the agreed framework 
• Have a well-defined Communication and Engagement model in place to ensure all Key Accounts 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 in turn retention) and promote better work culture environment