Sr. Client Services Director
Afni, Inc.
Date: 2 weeks ago
City: Quezon City
Contract type: Full time
Description
Position Purpose:
The Senior Director of Client Services is responsible for developing, nurturing, and growing strategic client partnerships and programs. This position will provide oversight, guidance, and development for a portion of the Global Client Services team.
Duties and Responsibilities:
Minimum Job Requirements (Education, Experience, Skills):
Position Purpose:
The Senior Director of Client Services is responsible for developing, nurturing, and growing strategic client partnerships and programs. This position will provide oversight, guidance, and development for a portion of the Global Client Services team.
Duties and Responsibilities:
- Develop strong business relationships with “key players” in the respective industry and partner with existing clients to understand & align to their strategy.
- Build strong partnerships with our clients to uncover growth opportunities for new and existing business.
- Serve as a subject matter expert on all facets of Client Services, representing both Afni internally, as well as with current and prospective clients.
- Ensure the financial performance of client contracts and programs by working closely with Afni finance and internal business partners to evaluate terms.
- Prepare proposals, negotiate and adjust contractual agreements, where necessary.
- Partner with various members of the Afni Leadership teams to analyze and develop innovative ways to minimize cost and create efficiencies.
- Oversee and enhance existing client relationships by continually developing and providing guidance and leadership to the Client Service team members of various accounts.
- Work collaboratively with the various support groups, Operations teams and Client partners.
- Prepare and present client performance readouts that include value-added business solutions.
- Execute on Afni business practices while inspecting delivery of the Client Services team expectations.
- Responsible for partnering with Operations, Training and other support groups deliver on client performance expectations and Afni internal metrics.
- Stay closely in tune with the latest Client news and industry standards to continually refine the strategy and delivery. Actively lead and/or participate in enhancements to the business processes to increase performance delivery.
- Assist in improving campaigns' performance by leveraging insights and driving process improvement activities.
- Client Services team development to build bench strength and deliver excellent customer service.
- Assist in development of marketing materials and RFP’s.
- Sponsor and oversee new project implementations.
- Partner with Afni IT, Security and RMM team to mitigate risk while ensuring contractual compliance.
- Partner with Afni IT and Technology team to enhance Service Delivery through Technology implementation.
Minimum Job Requirements (Education, Experience, Skills):
- 8+ years of relevant contact center experience, preferably BPO.
- Previous account management / client relations experience required.
- Previous Leadership experience required.
- Must have experience in managing large accounts and multiple clients.
- Sales experience preferred.
- Possess exemplary verbal and written communication skills.
- Analytical and problem-solving skills are required.
- Strong organizational skills, proactive thinking with a creative and solution-oriented mindset.
- Demonstrated proficiency with Microsoft Office Suite.
- Prior experience giving presentations is required.
- Ability to travel, with overnight travel expected.
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