Client Operations Lead | Contract
$ 8,000 - $ 10,000 / month
Checking job availability...
Original
Simplified
- Lead and develop client operations leaders and/or analysis teams to enhance performance by setting clear accountable performance measures
- Creating a culture and processes which achieve the business goals and objectives with a prime focus on customer service
- Work effectively with all internal departments, teams, and personnel to negotiate, influence and drive customer improvements working together to achieve overall strategic goals and contractual customer delivery requirements
- Represent the voice of the customer to ensure that feedback received through customer communication is understood and improvements are driven through cross-functional teams to improve customer experience
- Responsible for the end-to-end customer experience to deliver a transformational client experience focused on cost-to-serve and service excellence
- Establish a proactive data-led culture that analyses, identifies, develops plans, and implements operational opportunities that improve processes, optimize effectiveness & improve performance.
- Lead and owner customer incidents during outages & escalations during crisis management providing clear communications, and resource ownership with agreed responses timelines to severity levels
- Partner with sales to optimize existing and new client profitability through business planning and collaboration and deliver increased revenue streams year on year
- Ownership and management of all operational key performance indicators (KPIs) and service level agreements (SLAs) ensuring all KPIs & SLAs are appropriate, monitored, managed, and met.
- Maintain a high level of customer satisfaction by building relationships, managing expectations, and providing excellent customer service
- Lead and drive proactive customer service and communication through consultative reporting and escalation management with exception reporting that leads to continuous improvement plans.
- Own the customer communication engagement process including clear documentation of meeting minutes especially on decisions/issues, assigned action owners, and dates to ensure continued resolution and improvement.
- Financial ownership of customer contracts from deviation from the forecast, ontime billing, and proactive customer payment collections with streamlined payment process to allow focus on customer excellence.
- A degree holder with proven success in multi-location operations where customer focus is the key.
- 5+ years of experience in effective senior leadership, operations management, and customer experience.
- An excellent leader with impeccable organizational, strategic, analytical, and project management skills.
- A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
- ITIL and/or Agile certification with a solid understanding of escalations and incident management.
- Experience in negotiating contracts, managing relationships to ensure the quality of work and customer satisfaction.
- Proven ability to transform customers into strategic partnerships.
- Application Managed Services who understand and has knowledge in cloud and software application implementation and management.
- With commercial perspective, ability to manage/meet budgets through driving cost reduction and maximizing revenue; and develop the management team to make improvements to their team's performance
- Excellent written and verbal communication skills are necessary for collaborating with cross-functional teams, presenting data and insights, and providing guidance and support to internal stakeholders and external customers.
- Solid people leadership & building engagement including interpersonal and relationship-building skills.
- Excellent stakeholder management across all levels of the company.
- Lead and develop client operations leaders and/or analysis teams to enhance performance by setting clear accountable performance measures
- Creating a culture and processes which achieve the business goals and objectives with a prime focus on customer service
- Work effectively with all internal departments, teams, and personnel to negotiate, influence and drive customer improvements working together to achieve overall strategic goals and contractual customer delivery requirements
- Represent the voice of the customer to ensure that feedback received through customer communication is understood and improvements are driven through cross-functional teams to improve customer experience
- Responsible for the end-to-end customer experience to deliver a transformational client experience focused on cost-to-serve and service excellence
- Establish a proactive data-led culture that analyses, identifies, develops plans, and implements operational opportunities that improve processes, optimize effectiveness & improve performance.
- Lead and owner customer incidents during outages & escalations during crisis management providing clear communications, and resource ownership with agreed responses timelines to severity levels
- Partner with sales to optimize existing and new client profitability through business planning and collaboration and deliver increased revenue streams year on year
- Ownership and management of all operational key performance indicators (KPIs) and service level agreements (SLAs) ensuring all KPIs & SLAs are appropriate, monitored, managed, and met.
- Maintain a high level of customer satisfaction by building relationships, managing expectations, and providing excellent customer service
- Lead and drive proactive customer service and communication through consultative reporting and escalation management with exception reporting that leads to continuous improvement plans.
- Own the customer communication engagement process including clear documentation of meeting minutes especially on decisions/issues, assigned action owners, and dates to ensure continued resolution and improvement.
- Financial ownership of customer contracts from deviation from the forecast, ontime billing, and proactive customer payment collections with streamlined payment process to allow focus on customer excellence.
- A degree holder with proven success in multi-location operations where customer focus is the key.
- 5+ years of experience in effective senior leadership, operations management, and customer experience.
- An excellent leader with impeccable organizational, strategic, analytical, and project management skills.
- A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
- ITIL and/or Agile certification with a solid understanding of escalations and incident management.
- Experience in negotiating contracts, managing relationships to ensure the quality of work and customer satisfaction.
- Proven ability to transform customers into strategic partnerships.
- Application Managed Services who understand and has knowledge in cloud and software application implementation and management.
- With commercial perspective, ability to manage/meet budgets through driving cost reduction and maximizing revenue; and develop the management team to make improvements to their team's performance
- Excellent written and verbal communication skills are necessary for collaborating with cross-functional teams, presenting data and insights, and providing guidance and support to internal stakeholders and external customers.
- Solid people leadership & building engagement including interpersonal and relationship-building skills.
- Excellent stakeholder management across all levels of the company.