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Client Services Manager

Job Order ID 3609
Province/State Minnesota
City Minneapolis

Posted Date 2/19/2020

Brief Description

Responsible for maintaining existing business with current clients, grow business relationships with current clients and assist in the onboarding of new clients. The Client Services Manager will act as a liaison between the client and internal departments to improve client interaction, satisfaction and to lead the growth of additional opportunities with existing clients.

Principal Duties and Responsibilities:

    • o Establish productive working relationships with clients and ensure that requests are handled in a high-quality manner, while consistently within established SLA’s.
    • o Escalate internal and external matters to appropriate personnel and/or key client contact(s).
    • o Facilitate interactions with IT team including the change-management process for all client technology needs and in direction to the IT team as the business stakeholder to ensure client technology interactions further enhance client relationships.
    • o Inform and support the processes for onboarding client relationships including needs identification, business rules mapping and system integration across multiple and varying systems depending on client need.
    • o Establish, review and maintain SLA level agreements for clients to meet their needs and exceed their expectations to further deepen these relationships.
  • o Attend industry and client sponsored events to foster current relationships in the servicing market.

 

  • o Lead the efforts of Client Services functions including ensuring task assignments are consistent with abilities and expertise and provide team development opportunities while maintaining client service levels.
  • o Prepare annual reviews; prepare change of status reports for employees 100% assigned to department.
  • o Manage the design, build and implementation of controls to ensure client specific operations processes conform to corporate policies, contractual requirements and projected profitability.
  • o Analyze client specific operations processes and drive the implementation of improvements to maximize profitability while maintaining or improving service levels.
  • o Coordinate and collaborate with all departments to inform upfront needs with new business opportunities.
  • o Direct client specific training programs for operations staff including collaboration with appropriate interdepartmental experts and approvers.
  • o Work with Compliance to ensure compliance with applicable laws, regulations and company policies across areas of organizational responsibility.

Requirement Note

Contact Details:
Gary Zelamsky
gary@execsallied.com
(631) 493-0574 x101