Client Experience Manager II

About the Role:

As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives. This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.

Essential Job Responsibilities:

• Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.
• Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
• Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
• Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.
• Address service issues, concerns, and complaints raised by clients in a timely and effective manner. Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
• Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals. Implement measures to address any deviations or areas of improvement. Ability to produce various metric reporting documents/presentations, as required
• Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
• Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
• Collaborate with cross-functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
• Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.
• Oversee mail room operations, including shipping & receiving (candidate should have 2-5 years experience managing within a similar environment)
• PC Skills - Proficient in MS Office Suite and Google platform
• Flexible - Candidate will need to be flexible and adapt to varied working hours/schedule, based on the requirement of the operation
• Operational Growth - Candidate should possess ability to help grow site revenues, e.g, new product/operational expansion
• Expense Control - Candidate should be familiar Profit/Loss financial statements and understand operational expense control measures, as necessary

Qualifications:

• Bachelor's degree in business administration, management, or related field required; Master's degree preferred.
• Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.
• Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.
• Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients, negotiate effectively, and resolve conflicts.
• Analytical mindset and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
• Knowledge of service delivery best practices, process improvement methodologies, and quality management systems.
• Proficiency in customer relationship management (CRM) software, service management tools, and Microsoft Office Suite.

Skills Candidate Should Possess

1. Planning

Planning is a vital aspect within the site operation. The manager should possess the ability to organize activities in line with set guidelines while remaining within the limits of the available resources such as time, money, and labor.

2. Communication

Possessing great communication skills is crucial for the manager role. Ensure how well information is shared throughout a team, ensuring that the group acts as a unified workforce. The Manager should ensure outlined procedures can be followed, how well the tasks and activities can be completed, and thus, how successful an site operation will perform.

3. Decision-making

Another vital management skill is decision-making. The manager will be required to make numerous decisions, whether knowingly or not, and making decisions is a key component in a manager's success. Making proper and right decisions results in the success of the organization, while poor or bad decisions may lead to failure or poor performance.

4. Delegation

Delegation is another key management skill. Delegation is the act of passing on work-related tasks and/or authorities to other employees or subordinates. It involves the process of allowing your tasks or those of your employees to be reassigned or reallocated to other employees depending on current workloads.

5. Problem-solving

Problem-solving is another essential skill. The site manager must have the ability to tackle and solve the frequent problems that can arise in a typical workday.

6. Motivating

The ability to motivate is another important skill in an organization.

"The salary for this position starts at $55,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."