Regional Client Services Manager

2 months ago

Sydney, Australia Transaction Network Services Full time

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence

Overview

Overall Objective:
Regional Client Services Managers are responsible for improving customer satisfaction by enhancing quality of support and service across the lifecycle of all TNS products. They work closely with both Business and Operations Departments to optimize the customer experience. This position is responsible for ensuring TNS is delivering a high level of service to all clients and that TNS is performing consistently, achieving all service levels.

Responsibilities

Responsibilities:
Essential responsibilities include:

- To actively participate in shaping and execute the strategy for Client Services across APAC
- providing direction and feedback to team members and assisting with recruitment
- assist managing, motivating and developing staff providing customer services
- Ownership of client service relationships - client satisfaction optimized, by service level achievement and strong relationship building
- Act as a liaison for clients dealing with any concerns relating to delivery or support of their service
- Build positive and trusting relationships with internal and external stakeholder - including clients
- Manage and own client escalations through to resolution, including root cause analysis, identify fix and preventative measures
- Deliver and evolve the client facing reporting and documentation suite
- Produce client service level reporting and presentations, working with required internal stakeholders to deliver accurately and within required deadlines
- Maintain required client directories, ensuring up to date information available for all internal teams
- Undertake regular service reviews with clients, identifying opportunities for improvement and owning the resolution of any resulting issues
- Perform required pre and post client meeting governance activities, maintaining action registers, following up and drive completion of any open action items
- Run Service Improvement Plans, utilizing project management principles to ensure a structured approach to driving outcomes
- Identify any potential upselling opportunities and relaying details to the Account Management team
- Travel domestically and/or internationally as required for face-to-face client engagements, within the Asia Pacific region
- Work closely with internal TNS teams to ensure client expectations and requirements are being met, whether as part of a project or on-going support basis
- Analyse data sets and interpret information to identify opportunities for process improvements and service enhancements across the organization
- Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
- ensuring operational efficiency within support teams (inclusive of call centres etc)
- Assist to develop client centric procedures and work with a continuous improvement ethos to ensure clients across the region receive industry leading levels of support and interaction
- planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
- liaising with other organisational units, service agents and customers to identify and respond to customer expectations.
- To own and manage distinct projects and initiatives to drive consistently high level of client satisfaction
- Provide local knowledge support in order to progress and resolve any incidents
- Provide a level of Incident Management engagement to key clients if required, including the production and delivery of incident reports
- Become familiar with all client’s solutions, ensuring all customer design documentation is up to date and distributed correctly
- Work with the client and internal teams to ensure that solutions are failed over and tested on a regular basis
- Perform sign off on change management activities that could have potential impact to client’s services
- Ensure that all procedures / processes are followed and continually improved
- Ensure that Incident Management, Change Management and Problem Management procedures are followed consistently within the client’s service level agreement
- Work core office hours, Monday through Friday, with the flexibility to work outside of core hours where required
- Ad hoc tasks as requested

Qualifications

Experience / Qualifications:
Desired Competencies
- Excellence at building and maintaining relationships, both with clients and internal stakeholders
- Self-motivated, with the ability to exercise independent judgment
- Demonstrates a proactive communication approach
- Quick thinking and able to work in a fast-paced and dynamic environment
- Knowledge of project management methodologies and best practice
- Knowledge of telecommunication carrier processes, products, ordering tools, and techno

  • Client Service Manager

    3 weeks ago

    Sydney, New South Wales, Australia 1588 State Street Services Australia Pty Limited Full time

    About the RoleThe Client Service Manager role is a high-visibility client-facing position that requires a proficient communicator with financial sector experience to manage complex business queries. As a cross-client subject matter expert, you will interact extensively with internal support functions to enhance the State Street client experience.Key...

  • Client Service Manager

    6 months ago

    Sydney, Australia Clemenger Group Ltd Retail Services Full time

    We are looking for an experienced Account Executive or Sales Executive who is wanting to take the next step in their career into Account Management. Managing multiple portfolios, this role is responsible for maintaining stakeholder relationships and field operations whilst focusing on growth of the accounts. This is an amazing opportunity that will provide...

  • Client Service Manager

    3 weeks ago

    Sydney, New South Wales, Australia 1588 State Street Services Australia Pty Limited Full time

    About the RoleWe are seeking an experienced Client Service Manager to join our team at 1588 State Street Services Australia Pty Limited. As a Client Service Manager, you will be responsible for delivering high-quality services to our clients, ensuring their needs are met, and providing exceptional customer experience.Key ResponsibilitiesManage client...

  • Regional Manager

    2 months ago

    Sydney, Australia Arnold Group Australia Full time

    Drive sales growth through strategic planning and execution.Lead and inspire teams to deliver exceptional service.Manage P&L, ensuring financial and operational success. Regional Manager – Building Services SectorAre you a dynamic leader with a passion for driving sales growth and delivering exceptional customer service? We are seeking a talented Regional...

  • Client Services Officer

    5 months ago

    Sydney, Australia NSW Government -Department of Communities and Justice Full time

    **Illawarra South Region Court Locations** **Talent Pool to be created for Full-Time, Part-Time, Ongoing and Temporary roles within Court Services** **Salary - Clerk Grade 1/2 ($67,975 - $73,901) + Super** The locations in the Illawarra South region where roles may need to be filled at this grade are: - Batemans Bay - Bega - Campbelltown - Cooma -...

  • Global Client Services, Client Services Avp, Based

    5 months ago

    Sydney, Australia TIAA Full time

    About Global Client Group The Global Client Group (GCG) covers Distribution, Consultant Relations, Relationship Management, Global Client Services, and Learning & Development, and aims to deliver a ‘One Nuveen’ experience to our global client base. The GCG is focused on establishing new relationships within the Institutional and Wealth channels while...

  • Operations Client Service Manager

    4 weeks ago

    Sydney, New South Wales, Australia State Street Corporation Full time

    Job Title: Operations Client Service ManagerWe are seeking a highly skilled and experienced Operations Client Service Manager to join our team at State Street Corporation. As a key member of our Client Service team, you will be responsible for providing exceptional client service and support to our internal and external clients.Key Responsibilities:Ensure...

  • Regional Facilities Operations Manager

    3 weeks ago

    Sydney, New South Wales, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    Regional Facilities Operations ManagerWe're seeking a highly skilled Regional Facilities Operations Manager to join our team at Allianz Australia Services Pty Ltd. As a key member of our facilities management team, you will be responsible for safely, effectively, and efficiently managing the facilities operations of leased office portfolios with 3-6 offices,...

  • Regional Facilities Operations Manager

    2 weeks ago

    Sydney, New South Wales, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    Regional Facilities Operations ManagerWe are seeking a highly skilled Regional Facilities Operations Manager to join our team at Allianz Australia Services Pty Ltd. As a key member of our facilities management team, you will be responsible for safely, effectively, and efficiently managing the facilities operations of leased office portfolios with 3-6...

  • Client Liaison Manager

    9 hours ago

    Sydney, New South Wales, Australia NielsenIQ Full time

    Job DescriptionThis role is to translate client needs into technical specifications to enable efficient and effective data processing.Key Responsibilities:Act as the front and face for the Nielsen operations team, capturing client requirements around database setup and adaptations.Manage communication with client and client services team around changes to...

  • Client Services Account Manager

    4 weeks ago

    Sydney, New South Wales, Australia SB Recruitment Full time

    About the RoleThe Company is a leading market player in the Asia Pacific region, with a strong presence in Australia. Due to continued expansion, a Client Services Executive is required to join a growing team, working across various retail platforms.Key ResponsibilitiesManage daily sales activities across phone sales, retail face-to-face sales, and web...

  • Client Services Account Manager

    4 weeks ago

    Sydney, New South Wales, Australia SB Recruitment Full time

    About the RoleThe Company is a leading market player in the Asia Pacific region, with a strong presence in Australia. Due to continued growth and expansion, a Client Services Executive is required to join a dynamic team working across various retail platforms.Key ResponsibilitiesManage daily sales activities across phone sales, retail face-to-face sales, and...

  • Regional Learning Manager, Delivery Services

    3 months ago

    Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    A completed Bachelor’s degree from an accredited university or 2+ years Amazon experience - Ample experience and expertise in program and project management in a matrix organisation - Experience in instructional design, including needs analysis and multi-media instruction - Experience formulating and implementing training strategies, policies, and...

  • Client Manager

    5 months ago

    Sydney, Australia Aon Corporation Full time

    Posting Description: - Been thinking about a tree change? Ever thought of coming to Canberra? - Flexible Hybrid working arrangements - Grow your insurance career away from the hustle and bustle! **Client Manager | Canberra** We are seeking a Client Manager to join our National Team in Canberra, which specialises in the delivery of best-in-class risk...

  • Regional Service Manager

    5 months ago

    Sydney, Australia Citi Full time

    At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help...

  • Client Manager

    5 months ago

    Sydney, Australia Aon Corporation Full time

    Posting Description: - Hybrid/flexible working arrangement - You will be joining a high performing team with excellent growth opportunities - Position will suit someone who is results driven **Client Manager** We are seeking a Client Manager to join our Sydney Metro National Team, which specialises in the delivery of best-in-class risk management...

  • Operations Client Service Manager

    1 month ago

    Sydney, New South Wales, Australia State Street Global Advisors Full time

    Job Title: Operations Client Service ManagerWe are seeking a highly skilled and experienced Operations Client Service Manager to join our team at State Street Global Advisors. As a key member of our client service team, you will be responsible for delivering exceptional client service and support to our internal and external clients.Key...

  • Regional Facilities Manager

    3 weeks ago

    Sydney, New South Wales, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    Regional Facilities Manager OpportunityWe are seeking an experienced Regional Facilities Manager to join our team at Allianz Australia Services Pty Ltd. As a key member of our customer and operations team, you will be responsible for managing the overall performance of our regional facility management operations.About the RoleContribute to the strategic...

  • Client Manager

    5 months ago

    Sydney, Australia Aon Corporation Full time

    Posting Description: - You will be joining a high performing team with excellent growth opportunities - Flexible Hybrid working arrangement - Position will suit someone who is results driven **The Opportunity**: We are seeking a Client Manager to join our Sydney Metro Commercial Team, which specialises in the delivery of best-in-class risk management...

  • Client Services Specialist

    5 months ago

    Sydney, Australia IFS Full time

    Company Description IFS delivers award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service. At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on...