Client Manager

Position Description:

Essential Qualifications:

Technical Qualifications:

Experience:

Organization Structure:

Work Schedule:

Description of Responsibility

Client Management:

• Single point contact for the client and the senior management for a specific shift
• Interface with clients frequently and maintain an excellent relationship with them

Project Management

• Oversee and coordinate the day-to-day shift activities
• Ensure accuracy is maintained in jobs submitted to clients
• Set-up work, shift schedules, evaluate recommended software and deal with and report any problems that may arise
• Responsible for quality and timely completion of all projects
• Delegate and manage production capacity on the shift
• Constant interaction with AOAM/ OAM / QM on any issues in the shift

Team Management

• Manage a team of document specialists, proofreaders and quality control specialists
• Develop strong inter-personal relationships with the team
• Coach, counsel, train team members
• Develop an environment that provides motivation and development opportunities for the team
• Introduce initiatives for team development
• Support and develop direct reports in their work
• Recognize and reward performance and ensure welfare measures are carried out

Management Information Systems

• Responsible for tracking shift utilization, capacity, accuracy of projects, attendance, training, productivity, deadline adherence and quality, etc.
• Track training and Adherence

Security Management

• Responsible for adherence to security norms including print security and physical access procedures in the team
• Ensure appropriate security for all desktops, printers and any other IT equipment used by the team
• Responsible for ensuring all members of the team go through security and compliance awareness programs as per policy

Competencies Required

• Customer Service Orientation
• Inter-cultural Competence / Diversity
• Excellent Communication skills
• People Management Skills
• Conflict Management
• Team Effectiveness
• Change Management