INT-4239409 | UX/UI DESIGNER

Functional overview

Focus on maintaining good relationships with 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.

Duties and responsibilities

• Direct and/or indirectly manage various support operations team providing Service Delivery for different clients / sites and ensuring meeting and exceeding Service Level Agreements
• To 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 from on-boarding, day-to-day support operations, project management, 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
• To learn the business model of KMC and of the clients to be able to provide value-add recommendations for the retention, growth and expansion of the clients’ business.
• To 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.
• Conduct Monthly Business Reviews to analyze Client performance and proactively 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
• Next level point of escalation that ensures all issues and concerns are resolved to the benefit of the business
• Completing administrative work as required
• 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 in turn retention) and promote better work culture environment.

Minimum competencies

• Proficient Oral and Communication Skills
• Strong sense of Business Acumen
• Financially-Savvy
• Exceptional Customer Service
• Strong Project Management
• Time & Task Management
• Business and Data 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

Minimum qualifications

• 5 years experience with Account Management or Client Services handling Service Delivery of Support Operations such as but not limited to Human Resources, Office Admin & Procurement etc.; preferably managerial or at least supervisory role
• Well verse in MS office and presentation tools (Photoshop, PowerPoint, Power BI, etc.)
• Solid background with Project and Task Management
• Exceptional Level of Commitment towards Customer Experience 
• Experience of working in an Outsourcing or contact centre operation
• Experienced in managing large multi-site/multi skilled contact centres
• Amenable on flexible shiftarrangements to align based on client / business requirements