Client Services Professional

Roles, Responsibilities, and KRAs

The Service Delivery professional will be responsible for service delivery for the allocated teams/clients. The Service delivery professional, will work alongside management, general managers, team managers & leads to streamline client expectations and team performance.

This includes but will not be limited to escalations & cancellations and team management. The goal of the service delivery professional is to work as an impartial member of the department and thereby help optimize areas currently going unnoticed.

This individual will require strong experience and ability in operations in addition to strong people management skills in order to handle diverse teams and clients. Furthermore, an experienced professional with a highly proactive attitude with the ability to think strategically. We require a solution orientated individual.

The following KRAs are subject to change.

Relationship Liaison / Account Management

• The service delivery professional will be entrusted with ensuring a strong rapport with clients and having intimate understanding of their personality, project and company and in turn strengthen the relationship, communication and all-round bridge between clients and company.
• Ensure there are no miscommunications or misunderstandings between client and company. We should have seamless communication on both positive and negative aspects of the service. Both client and company should be on the same page at all times.
• The Service Delivery Professional should connect consistently / periodically with all allocated clients. Our goal is for clients to be in the habitual practice of connecting with company, (schedule permitting). Core responsibility
• Understanding the clients project and monitoring progress. Where the project is not progressing well understanding the RCA in addition to proactively looking for solutions and remedies.

Resource On-boarding

• Service Delivery professional will oversee the on-boarding of new clients
• A new client might start with multiple resources, the service delivery professional will be responsible to ensure the clients first week and month commences seamlessly.

Pre-escalation Management

• A core responsibility of this role is to help reduce the number of escalations the department, (dedicated teams) receives & in turn cancellations.
• Pre-escalation management the Service Delivery professional should identify potential issues & problems before they become escalations. The Service Delivery professional should act as a pre-first point of escalation
• The Service Delivery professional is responsible for educating clients as to the ambit of the service where necessary, i.e., ensuring realistic expectations.
• To be a part of the strategic initiative to reduce escalations. There is a wide spectrum of clients and different clients need different ways of management some of which can even be counter intuitive.

Team Management

• Performance management A critical responsibility is performance management to drive down poor performance related issues
• Productivity management regularly checking work pulse and daily work report sheets
• On-boarding of new teammates, introducing them to company and team processes making them feel welcome to the team and ensuring they are facing no obstacles.
• Building a strong rapport with teammates. Understanding any difficulties, they might be facing.
• Assisting team leads with project management and resource management to ensure projects are completed in a timely and organized manner and deadlines are met.
• To work alongside managers and the team lead to foster a healthy and unique team spirt, culture and bonding. To play an active role in team activities and celebrations.