National Manager Client Services

7 months ago

Chatswood, Australia McMillan Shakespeare Group Full time

National Manager Client Services

The purpose of this role is to protect and build strong enduring customer relationships as well as lead, coach & mentor the Relationship Officer team on a national basis in order to deliver exceptional customer service and sales growth within their portfolio.

Within our Customer Relations business, it is the role of the Relationship Management team to manage and drive the strategy, penetration and profitability of key clients; it is the role of the Relationship Officer team to manage a portfolio of clients and provide high level customer service in managing day-to-day queries from those customers, and thereby ensuring that agreed SLAs are maintained.

Managing 12 direct reports (Relationship Officers) this role will develop a culture of proactive customer engagement as well as designing and implementing effective tools and infrastructure to support the team towards achieving best practice standards, ensuring efficient workflows between team members across different states. The role will act as the escalation point for problem resolution and will promote collaborative engagement with internal stakeholders to facilitate efficiencies that are customer-centric.

Satisfactory performance will be measured by team performance against SLA's, customer feedback, internal stakeholders engagement and feedback and operational best practice.

**Key Responsibilities**

**Team Management and Leadership**
- Development and Execution of Departmental strategy, including a comprehensive plan to enhance overall customer service effectiveness. Managing and monitoring the activities of the team on a day-to-day basis and providing coaching and mentoring as necessary to achieve performance improvement.

**Resource Management**
- Monitor resource allocation in relation to work volumes and implement plans for effective daily resourcing on a national basis, managing the activities of the teams during periods of fluctuating work-load and environment.

**Customer Service & Sales**
- Maintain high customer confidence in Interleasing by ensuring that team members develop deep relationships with customers, providing timely and value-adding advice; proactively manage customer requirements and foster high customer retention and ensuring high customer responsiveness in liaison with Relationship Managers. This will be achieved by such tasks as:

- Provision of quotations on the Miles system
- Administering the vehicle replacement process and re-registration
- Own and resolve registration, fuel card and fines management issues
- Assisting the Business Development Managers with quotations for new business
- Collating data to support Relationship Managers in setting effective client strategy.

**Processes and Systems**
- Maintain and further develop processes to improve efficiency of the team and its interaction with other stakeholders; implement SLA's in collaboration with the team and customers, which effectively manage customer expectations.

**Training**
- Ensure that the team is adequately trained and cross-skilled in delivering to expectations. Implement and refine team based training and upskilling tools which enable new starters to hit the ground running.

**Team Work**
- Implement practical steps to ensure that team members are cross-skilled and able to support each other.

To be considered for this role you will have:

- Strong leadership experience, ideally working in a B2B environment
- Proven track record of leading customer service teams in a target driven environment, whilst also being able to nurture and develop your people
- A high level of comfort interrogating and analysing data, and seeking efficiencies through making data led improvements
- Strong leadership experience, working in a B2B environment
- High level stakeholder management and inter-team collaboration skills
- Experience from the Fleet Management (highly desireable) or Financial Services industries

Interleasing is part of the ASX listed McMillan Shakespeare Group, which includes our employee benefit business divisions Maxxia and RemServ. Interleasing is the only provider of its kind in Australia that truly offers a unique mix of vehicle leasing, management services, supported by business and systems expertise in salary packaging and FBT management.

**What we can offer you**:

- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Employee Assistance Program and annual Flu vaccination
- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage

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