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Client Engagement Delivery Manager II
2 maanden geleden
Position Type: Full time
Type Of Hire: Experienced (relevant combination of work and education)
Education Desired: Bachelor of Commerce/Business
Travel Percentage: 0%
Are you inquisitive, driven, and innovative? At Jobs for Humanity, you will have the chance to tackle some of the most significant and pertinent challenges in the financial services and technology sectors. Our skilled workforce empowers us, and we prioritize being part of a team that is open, collaborative, entrepreneurial, passionate, and above all, enjoyable.
About the Team
We are seeking seasoned professionals to enhance our team of Client Service Managers (CSM) in effectively executing their client relationship management responsibilities for our APAC & EMEA clientele. The team consists of highly skilled individuals who oversee the service aspect of client relationships, including managing escalations, providing oversight on client projects and implementations, executing account plan activities, fostering relationships with client contacts, and managing the client loyalty process. The staff hired will be expected to support clients in APAC & EMEA, necessitating alignment with the clients' business hours.
Key Responsibilities
Your primary duty will be to engage with assigned clients individually, serving as their point of contact and assisting them with all Client Service Management activities, including client escalations, onboarding, contract negotiations/renewals, and contract management. You will be expected to lead various service governance discussions with clients and act as a strong advocate for our organization.
Principal Responsibilities:
- • Serve as an escalation point between the client and support desk.
- • Cultivate robust working relationships with assigned clients and our organization.
- • Oversee the service component of the client relationship.
- • Manage and communicate expectations both internally and externally.
- • Conduct service value assessments.
- • Educate clients on various organizational processes and procedures, assisting with awareness, navigation, and self-help tools.
- • Hold regularly scheduled status calls with clients to discuss key service topics, review projects in the client's queue, and explore available service offerings.
- • Review variance reports and invoices, conduct periodic billing assessments, ensure proper application of credits, write-offs, and payments, and collaborate with clients and billing teams to resolve any billing issues.
- • Monitor monthly service level/availability management reports to identify trends in service level agreement (SLA) misses and engage the appropriate product area if misses fall within contractual penalty guidelines.
- • In the event of a contractual penalty, calculate and process service level credits, inform the billing team, and notify the client regarding the timing of credit receipt.
- • Identify additional opportunities to provide more products, services, or resources to clients and refer them to the managing director/relationship manager.
- • Participate in business reviews to understand clients' strategic directions and gain insights into the products and/or services offered.
- • Perform other related duties as assigned.
What You Bring:
Knowledge / Experience:
- Experience in a Client Service Management / Service Delivery Management role.
- Experience in the BFSI sector – exposure to reconciliations is mandatory, knowledge of IntelliMatch is preferred.
- Proficient in Excel and presentation skills.
- Technical support knowledge is required.
- Product support experience is an added advantage.
- Good understanding of our systems and the industries in which we operate.
Qualifications:
- Bachelor's Degree in Business or a related field or equivalent combination of education, training, or work experience.
- ITIL certification is preferred.
Competencies:
- Fluent in English, able to communicate ideas clearly and professionally in both verbal and written forms.
- Self-starter with a team-oriented mindset.
- Focus on customer service and teamwork.
- Able to manage projects in line with job expectations.
- Capable of working effectively with minimal supervision and a strong sense of ownership.
- Requires strong human relations, negotiation, and documentation skills.
- Team skills, including the ability to establish and maintain effective working relationships internally and externally.
What We Offer You:
- A modern, international work environment with a dedicated and motivated team.
- A competitive salary and benefits package.
- A variety of career development tools, resources, and opportunities.
- Time to support charitable initiatives and give back to the community.
- A fantastic range of benefits designed to support your lifestyle and well-being.
- Great workspaces with dedicated and motivated colleagues.
- A broad range of professional education and personal development opportunities.
- A collaborative, flexible, and respectful work environment.
With a rich history in the financial services industry, our organization is a leading global provider dedicated to financial technology solutions. We support clients across banking, capital markets, retail, corporate, and all sectors influenced by financial services. Our technology facilitates billions of transactions annually, moving substantial amounts globally. We are committed to protecting the privacy and security of all personal information processed to provide services to our clients.
