Senior Client Manager

Summary of Position:

The Senior Client Manager role requires an individual to manage existing and new client sites delivering gross profit target and defined service levels, whilst fully satisfying the client and managing on-site team. The Senior Client Manager will also be involved in acquiring new deals, responsible for business development of the organization and ensuring add-on businesses with current clients.

 

Client Management (Managing Client Relationship):

• Managing existing clients and responsible to achieve or exceed agreed service levels and has regular effective communication with service users to identify and meet their needs
• Operates flexibly to anticipate and meet client requirements, attend quarterly meetings and QBR
• Successfully puts forward proposals for additional services (add-ons) to Clients • Understands the detail of the contract and applies this knowledge well (both in terms of service delivery and accurate invoicing of clients)
• Continuous engagement of existing clients • Be the key point of contact for escalation matters from client
• Manages the site contract so that gross profit margins are met or exceeded
• Responds positively & creatively to client requests
• Assists the Mgmt in agreeing any changes to the contract with the client, documents the changes & communicates effectively to site staff and users
• Manages the approval of suppliers' invoices & ensures accurate recharging to the client

 

Business Experience:

• Relationship building at all levels and diverse roles
• Managing of client account local and regional
• Business Development
• Working within a BPO organization (nice to have)
• Multi-site, matrix organization

 

Person Specification:

• Good written and oral communication skills
• Networking, Client Relationships, People Management
• Professional integrity
• Working in partnership
• Reliability
• Managing change and working with ambiguity
• Willingness to change
• Competent use of Microsoft Office: Excel, Word, Powerpoint

Beryl Tam   #SAP
beryl.tam@searchasia.com.hk