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Client Experience Manager - Philippines, Pilipinas - MicroSourcing
Paglalarawan
The Client Experience Manager is in-charge of creating and developing best practices and strategies that will enable MicroSourcing to further support the different project disciplines.
His/her main tasks will be to coordinate with the client and implement changes, strategies, plans and process improvements to provide better added value to the clients.
Operations Managers, together with the VP of Operations and the Operations Supervisors are responsible for overall account management which includes the following:1. Staff Management - discipline, performance improvement, monitoring, coaching, retention
2. Client Management - relationship management, coordination, client retention, client satisfaction
3. Cost Management - although this is mainly a responsibility of Finance, operations should monitor resource utilization and ensure efficiency and maximization of resources
Below are the basic responsibilities of a MicroSourcing Client Experience Manager: 1. Implements the Single POC structure and helps oversee the day to day running of the accounts.
2.
Manages a group of Supervisors and Specialists and continuously provides performance update and management through monthly coaching sessions, team meetings and biannual performance reviews.
3. Implements succession planning/career path development for Supervisors and Specialists.4.
Analyzes, documents, implements and monitors processes to achieve higher efficiency and effectivity rating in the different project disciplines and within MicroSourcing, particularly with the Operations department.
5. Enforce best practices that are in line with MicroSourcing's core values are implemented consistently. 6. Ensure the correct and timely implementation of the company's code of conduct and corrective action process.7. Ensures MicroSourcing's adherence to its contractual obligations by reviewing the clients' MSAs and SOWs on a regular basis. Spearhead contract renewals as applicable.
8. Ensures the timeliness and accuracy of all internal reports such as cost sheets, client reports and payroll validations.
9. Reviews the accuracy and timely submission of client costs and invoicing. Monitors timely payment of clients and coordinates with the Billings Team if there are any delays.
10. Forecasts hiring and expansion requirements of clients. Coordinates with the Supervisors and the Recruitment Team for monitoring and completion.
11. Reviews clients' businesses and implement cross-selling strategies to meet expansion targets or open new ones.
12.
Coordinates with the Client Implementations Team and assigns POCs for new clients to ensure requirements are all set before Go Live.
13. Creates lasting business relationships through regular client meetings and quarterly surveys.14.
Works in partnership with the different departments to address client or staff queries, requests and concerns and to exceed their expectations.
15. Investigates client complaints or concerns. Resolves problems and manages escalations that may arise from client or staff issues within a reasonable timeframe.16. Develops and implements strategies that will help ensure and/or increase client satisfaction and retention.
17. Facilitates a supportive and fun environment through the development and implementation of employee engagement activities.
