CLIENT SERVICES DIRECTOR

The Purpose Driven Career Objectives of a Client Services / Account Management at KMC:

The Client Services Director will be responsible in leading a Team of Client Services Leaders and professionals that manages the service delivery & account management as well as the optimization of client relationships within the KMC Solutions’ Teams business. The CSD will serves as industry consultants to their clients and mentors to their teams by providing guidance in building executive client relationship that drives retention and exponential growth by tapping to the maximum expansion potential of each of the clients.

To apply for Client Services / Account Management, you are excellent at:

PRIMARY ROLES AND RESPONSIBILITIES

• Leads a Team of Client Services Managers / Senior Managers that oversee the support operations of HR & Payroll services to KMC Teams Clients and all other related engagements
• Focus on building relationship with client decision makers and stakeholders to establish long-lasting partnership by continuously understanding client needs and providing strategic business solutions through initiating data driven initiatives and providing sustainable recommendations
• Serve as the primary point of contact for client key persons, ensuring seamless communication and immediate and sustainable resolution to issues and concerns
• Develop tailored strategies to meet client objectives in expanding operations and optimizing their business operations through KMC Teams
• Manage the P/L of assigned vertical through operations budget & revenue planning, and cost-efficient project execution
• Establish strategies that will enhance the structure and develop efficient process in client and contract management, project transitions, and service delivery
• As part of the senior leadership team, CSD closely works with cross-functional stakeholders within the organization (sales, product development, marketing) to coordinate service delivery concerns and resolve issues

Scope: Service Delivery

• Point of contact for Key Accounts escalations and higher level of concerns regarding operations and contractual-related requirements
• Monitor and assess the efficiency of client service processes to ensure timely and accurate delivery
• Collaborate with internal departments to streamline workflows and improve the overall client experience.
• Regularly review client feedback to enhance service delivery through business review and other forms of measurement as well addressing any issues or areas of concern
• Ensure consistency in achieving service levels, quality customer experience, and compliance measures
• Provides industry specific insights during business review and client engagement that increases the confidence of the client in growing their business with KMC and realizing the value of partnership
• Undertake initiatives and project management plans to enhance Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention).
• Prepare, analyze, and deliver presentations internal KMC Stakeholders and Client Executives in assessing service performance, industry trends, and identifying growth opportunities.
• Completing administrative work as required
• Identifying and highlighting further opportunities for services and process improvements
• Ensuring Business Continuity

Scope: Team Management

• Optimize the skills and develop the leadership and business acumen of the Client Services Team
• 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 promote better work culture environment.

Your Success Profile includes:

• Five (5) Years Experience with Client Services / Account Management and handling Service Delivery preferably Senior Management role focused on client facing engagements and negotiations
• Experience Business Development, and/or Contract Management is a plus
• Must have a solid experience in managing US / UK clients within the industry of either Healthcare, Cybersecurity, and/or Financial Services
• Well-versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
• Amenable to a Flexible work schedule based on business requirement
• Solid background with Project and Time Management 
• Exceptional Level of Commitment towards Customer Experience 
• Experience of working in an Outsourcing or contact center operation
• Experienced in managing large multi-site/multi skilled outsourcing teams / organizations