Director – Client Service Operations

Job title: Director – Client Service Operations

Company:


Job description: The Director – Client Service Operations is responsible for overseeing and ensuring service delivery and maintaining strong client relationships. This role involves strategic planning, team leadership, and collaboration with other departments to enhance client satisfaction and drive business growth . Key Responsibilities: Leadership of Getronics’ end to end client engagement and contract governance Build and maintain strong relationships with key clients. Manage commercial expectations of clients Address client concerns and ensure timely resolution of issues and escalations. Develop strategies to enhance client satisfaction and retention. Ensuring a coordinated and appropriate level of service and quality is provided to all our clients, including management against SLAs and contract deliverables Lead major escalations and complaints, supporting the operation, managing customer impact and senior level communications. Ensure that a programme of continual service improvement is embedded within the service delivery. Ensuring the successful implementation of new business. Prepare and present regular reports on client satisfaction and departmental performance, tracking key performance indicators. Maximising chargeable work activity and scope extensions and driving additional project related revenue through the customer Identify opportunities for service improvement and innovation. Ultimate responsibility for accurate services billing and contract change – variations to scope, volumes, prices, indexation etc. Monitor industry trends and adjust strategies accordingly. Lead and mentor a high-performing team, fostering a collaborative and accountable results-driven culture; develop colleagues to enhance their capabilities Tactical management of operations, including matrix-management of internal teams, fostering a positive and collaborative work environment. Conduct regular performance reviews and provide constructive feedback. Critical Success factors: Service compliancy- meeting contract deliverables and service levels Account revenue and profit growth Optimisation of resources and continuous improvement Customer satisfaction and referencability Employee satisfaction and motivation. Show more Show less

Expected salary:

Location: Kuala Lumpur

Job date: Tue, 18 Mar 2025 23:45:34 GMT

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