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26/06 Jaswinder Kohli
Owner at Career Advantage Human Resources & Services

Views:1833 Applications:86 Rec. Actions:Recruiter Actions:2

Executive - Client Service/Client Relationship - HR/Payroll (10-14 yrs)

Singapore Job Code: 231435

Client service Executive/ Client Relationship HR/PAYROLL

Posting Description :

Role Summary :

- The role of the Client Service Executive (CSE) is part of the Regional Payroll organization and is essentially to manage relationships and overall delivery accountability with existing clients.

- The goal will be to meet client needs to drive satisfaction, resulting in profitability of the account. CSEs will work to streamline business operations and collaborate with Delivery Leaders to create a consistent client message.

- They will also be responsible to increase revenue size from their clients by introducing new products and service offerings.

- CSEs use their skills and experience to ensure that the company delivers the highest standards of service to clients.The successful individual should be able ensure continuity of the client experience as the client moves through the various phases of the client life cycle

Core Outcome :

- 100% on target for meeting contractual SLAs

- Profitability of the revenue relationship at a minimum of the commercials contracted

- Costs of serving a client vs revenue is as per the resource assumptions at the sales stage

Primary Responsibility Areas :

Prior to start of Implementation :

- Be there on the Client call to get introduced as a CSE and give comfort to the client as a one point of contact from Implementation onwards

- Provide information on implementation & operations from a governance and Account Management standpoint

- Bring learning and experience in handling other clients during Implementation stage

During Implementation :

- Regional Project Governance - leads the regional status updates calls with Client. Hold weekly governance meeting with all stakeholders

- Managing Internal communication with each country Migration Consultants for in-country tasks and status updates

- Shares learning's, best practices from one project to other with the In-country Migration teams

- Highlight risk areas and failure points to senior leadership and prepare course correction strategies

Post Implementation :

Lead internal and external client governance :

- Ensure monthly performance dash board is published against all SLAs as per contract.

- Hold Quarterly A/c management review calls with Ops and Clients to understand the client nuances

- Get the MOM recorded with clear responsibilities of stake holders and monitor MOM for closure

Manage/resolve client Queries and Escalations :

- Handle escalations along with Ops manager to ensure escalations are efficiently handled with facts

- For ongoing Operation and day to day issues, onus is on Ops team to resolve and inform Client. CSE will track such issues in their ongoing log to ensure that it is not repeated again

- For Escalations ownership for resolution lies with the Ops team however CSE is responsible for tracking that to closure

- Get the root cause analysis done, identifying process gaps & tracking corrective actions to closure

- Maintain escalation tracker

Work with the client to identify opportunities to reduce demand and/or identify opportunities to improve delivery model cost :

- Study client current process and recommend process changes if any to make the process more efficient in terms of time & cost

- Value adds that can be offered considering we have customized features which can be redeployed to other clients

Manage the outsourcing client P&L (for entire portfolio of clients) :

- Maintain client profitability matrix

- Initiate timely contract Renewal & closure

- Monitor efficiency of the resource deployed /explore Identify improvements if any required - monitor for closure there by creating opportunity to absorb addnl. responsibilities.

- Opportunities to Sustain / increase profitability by way of automations and eliminating people dependencies

Work on growth opportunities :

- Get information about client growth projection / strategy & accordingly the tools that they would need and if that need can generate business for us

- If the requirement (s) as above, can be met in as-is state (any business in HRO), communicate to the respective Ops team (s), get their buy-in and record the same as part of MOM, keeping the concerned parties in loop.

- If the requirement can be met with investment of time & effort; discuss with technology / Ops / Support team, as the case may be & understand the time/ effort estimate, analyze the cost impact accordingly to communicate back to the client.

- If the requirement cannot be met communicate to the client with reasoning.

- Categorize the requirement and update in a Tracker for future references of requirements.

Help the client to identify opportunities that will drive efficiency, leverage and or scale :

- Study existing client practices against the best practices followed in the industry.

- Send recommendations showcasing the benefits/ value adds of the proposed best practice (s)

- Share timelines of mile stones against agreed process change (s) and send progress updates at periodic intervals

- Share dash boards to reflect achievements on account of the change brought in.

Other Responsibility Areas :

Knowledge Management :

- Maintain extensive and specialized knowledge of Excelity Solutions, technology, services and clients in a fashion that enables quicker response to the similar set of questions

- Ensures consistency of responses to Third Party Evaluator RFPs by referencing prior TPE responses

- Leads domain questions for bidder meetings and vendor questions to the client

- Coordinates with third parties involved in the response-

- Owns domain follow ups from RFP

Commercial Structure :

- After implementation is the primary Commercial leader for all discussions with the client

- Coordinates all future commercial actions internally as well as with third parties where we have an existing vendor relationship

Product Development :

- Supports Product Development strategy for new product development including delivery model input, RFP template responses, site visit materials, scoping questions, development of business cases, input on pricing, and support

- Provides input to Product Development from clients and third party evaluators on the strengths and weaknesses of our solution and provides input on strategies for eliminating the weaknesses

Market Intelligence :

- Collects and communicates market intelligence on products/services and incorporates it into sales, solutioning and planning process and shares it with the Business, Leaders and the Delivery teams.

- Validate our capabilities against market competitors, working with the BD Leader to draft competitive strategy and market share enhancement plans.

Posting Qualifications :

Formal Education & Certification :

- Bachelor's degree (with preferred emphasis in project management, business, or sales) or relevant work experience

- HR BPO and sales knowledge preferred

Knowledge & Experience :

- Prefer subject matter knowledge in HR and Payroll

- 12+ years of relevant experience in a wide range of both client-facing and internally-facing roles.

- Possess knowledge of BPO business and delivery models, as well as regulatory and compliance knowledge.

- Highly desired experience in Technology based Solution and Managed Services sales, Payroll Service Providers, HRMS or HRIS service providers

- Understand the products and services provided by Excelity- sother lines of business and are able to integrate BPO's offer with those of other lines of business.

- Demonstrated track record of applying domain expertise in both delivery and sales of large-scale services to clients

- Ability to determine good business opportunities for the organization

- Ability to structure and deliver integrated offers

- Ability to communicate value

- Proven experience in building and developing senior client relationships

- Ability to apply the firm's positioning and brand strategy to all aspects of business development efforts

- Experience in promoting a team environment while leading and participating in large services sales

- Possess sales skills, have developed an extensive network throughout the business, and understand the "go-to-Market" strategies, specifically playing an integrator within their domain alignment.

Competencies :

- Analyse data and structure information

- Collect and evaluate data and select relevant data points to distil information and meaning; recognises patterns in fuzzy information

- Build an internal and external network

- Build and maintain a network of colleagues across boundaries (internally and externally), connect and build bridges to increase the work effectiveness

- Build and maintain relationships with customers

- Develop and maintain effective relationships with customers aimed at mutual value creation; build trust with the customers

- Plan your own work

- Identify and schedule the activities that are needed realize objectives; determine and execute on the critical path

- Maintain high levels of personal performance

- Reliably deliver own contribution to agreed deadlines, even in stressful and/or adverse circumstances; take initiative; demonstrate tenacity

Work Conditions :

- Role will be based at respective markets (Singapore,) but open to relocation as per business needs.

- Office work environment.

- Requires the ability to interact with others in multiple locations globally. This may require flexible hours.

- Occasional evening and weekend work to meet business needs.

- Frequent computer use at a workstation for extended periods of time.

- Travel as necessitated by business needs.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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