AVP/ Senior Client Services Manager  Client is the leader in the multi-faceted screening industry, delivering the largest global platform and the broadest global footprint in the industry. Their product is a technology-based HCM solution/service with powerful data, analytics and information technology capabilities to deliver substantial value to its global customers in North America, Europe, China, India and Asia. The company employs 4,000+ individuals across 26 offices in 12 countries.   The company's focus is on driving innovation to build advances and transformation in the industry. They offer a unique, cutting-edge, global technology platform - a single, automated, scalable and configurable platform that works across all of its programs and integrates seamlessly with client technologies, globally. In addition, the company offers mobile access, real-time reports on program results and an automated data entry process that drives program efficiency.   Location :  The position will based at Bangalore. The role will require working US-based business hours.   The Opportunity :   - The Senior Client Services Manager is a strategically important position within the Company's Account Management organization. Ideal candidate will be a client oriented leader who is a proactive and dedicated professional and who instills trust and credibility within the company and throughout all levels of assigned client organizations.   - Success in this area requires the capacity to thrive in an entrepreneurial environment. S/he must have a strong client services mindset and be determined, innovative and dedicated to quickly and effectively resolve issues, problems and other client needs.   - This includes the potential to provide insight about client programs and the thought leadership and communication skills to recommend actionable strategies.   - The selected individual will play a key role in providing a first-line of help for key clients and thereby increasing the retention, expansion and deepening of relationships within the established client base.   - The Senior Client Services Manager will be a key member of the account management team and will play a critical role in leading a team of Client Services professionals in resolving client operational issues to ensure total client satisfaction.   - S/he must be highly flexible, adaptable, results oriented and able to adjust to the styles of her/his audience. Reporting to the Client Services Director, the selected candidate must be able to build, coach and manage a staff of professionals who are able to efficiently and effectively resolve and address a wide variety of client operational issues, requests and problems prior to their escalation.   Key Responsibilities and Accountabilities :   - Build, manage and direct a staff of approximately 15 Team Leads with overall staff supervision of approximately 150 professionals responsible for the addressing customer operations issues for an assigned client group. Includes accountability for building and maintaining an effective operations organization committed to customer and employee satisfaction and profitable growth. Instills a strong client service ethic that embraces a Servant Leader approach to management and client service.   - Tracks, analyzes, evaluates and reports on results within assigned business unit to determine if organizational objectives are being met. Prepares periodic operational reports and metrics as requested. Interprets data and creates actionable plans to address opportunities and service gaps and to anticipate and resolve future problems.   - Manage and advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility. Provides the tools, training, support and environment required to achieve employee success.   - Manage the day-to-day activities of assigned staff. Monitor and ensure accuracy of all work. Participate in the annual performance review process. Train staff and the subsequent optimization of their performance to support organization's strategic goals. Provide ongoing follow-up and feedback.   - Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks. Review, develop and implement process improvements, departmental goals and objectives.   - Serve as go-to person for review and resolution of escalated issues.   - Maintain current knowledge of applicable laws, changes and requirements and ensure compliance. Advise and implement field best practices to improve products, applications and services.   - Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to the department work schedules are maintained and projects proceed according to plans/job specifications.   - Collaborate with cross-functional and divisional groups to achieve established goals and objectives. Support and/or other departments/divisions as requested by supervisor and/or other senior management.   - Prepare and/or assist in preparation of the budgets and monitor related expenditures to ensure compliance with established departmental budget.   Candidate Qualifications :   - The primary skillset will include a strong background in client services, relationship management, issue resolution and strategic leadership.   - The ideal candidate will thrive in a demanding, fast-paced environment that requires the ability to quickly assess and address business challenges and opportunities.   - Qualified candidates will be self-motivated and have a record of success in environments requiring both tactical and strategic leadership.   - S/he must have demonstrated the ability to thrive in a supervisory role that requires a very pro-active, entrepreneurial orientation.   - It is essential that the selected candidate have a strong leadership style, ability to develop and execute innovative strategies and a strong drive to results.  As such client is seeking candidates with the following qualifications and credentials :   - Strong managerial experience in a client services role within a business-to-business environment. Includes broad knowledge of the field (call center/customer service management) with strong leadership skills. Includes the ability to achieve and maintain positive rapport with diverse customers (internal and external) to give them high quality, responsive service.   - Highly motivated style with a record of identifying, developing and advancing critical strategic initiatives. Highly articulate with the ability to communicate, organize and facilitate innovative programs that are aligned to the overall company and client service objectives.   - Proven ability to achieve and maintain positive rapport with diverse customers (internal and external) to give them high quality, responsive service. Includes the ability to instill confidence, credibility and service orientation.   - Embraces and understands the concept of the Servant Leader philosophy and demonstrates this ability to successfully lead and manage a large staff. This includes the concept of sharing power, putting the needs of others first and helping people develop and perform as highly as possible. Includes the ability to make difficult or unpopular decisions with the respect to staff development and organization.   - Demonstrates the qualities of a participative leadership style that is collaborative, delegates and offers the opportunity to influence results and increase responsibilities. Includes the ability to provide appropriate training to staff.   - Exhibits strong verbal, written and interpersonal communication skills including the ability to communicate in a clear, concise manner that facilitates the ability to present information appropriate to the audience. Includes excellent formal and informal presentation skills.   - Experience with various communication methods including telephone, in-person, email, Webinars, video conferencing, including talking with company members located in foreign countries if needed.   - Demonstrated expertise with problem analysis and solving. Able to provide metrics, connect activity with results and improve processes through the analysis of existing approaches. Includes the ability to build, present and champion business cases that will drive the sophistication and effectiveness of the Client Services organization.   - Exhibits excellent judgment, discretion, business acumen and maintains a high energy, positive and self-motivated demeanor.   - Demonstrated ability to succeed in a fast-paced and challenging environment with aggressive deadlines and budgets. Includes the ability to manage changing and multiple priorities. Able to quickly adapt to new environments, quickly adjust to new situations or demands so as to minimize loss of productivity.   - Excellent organizational and documentation skills with attention to detail and accuracy.   - Career oriented and high potential individual desiring and capable of advancing to more senior roles within the organization.   - Willing to assume - shift hours- based on US-based working hours.   - Demonstrated knowledge and proficiency with personal computer software in a business environment. Microsoft Office preferred.   - College degree required. An MBA or graduate degree preferred.   - 10 to 15 years of experience with a minimum of 7+ years in a supervisory/staff development role.   Shefali Singh  Sr. Consultant  Cell: +91 966 304 2244  Bangalore

Bangalore

Senior Manager/AVP - Client Service 

Senior Manager/AVP - Client Service  ,Job Description for Senior Manager/AVP - Client Service  in Arcent Global in  Bangalore for (12-15) years of experience. Apply Now!

Job Description for Senior Manager/AVP - Client Service  in Arcent Global in  Bangalore for (12-15) years of experience. Apply Now!