Service Excellence Leader

3 days ago

Canberra, ACT, Australia beBeeExcellence Full time $220,000 - $350,000
Job Description:

In a collaborative effort with the Client Executive, the Global Service Delivery Manager will ensure consistent global service excellence and drives transformation changes that align with the client's strategy.

This role is responsible for providing global client oversight from a service and delivery perspective. A culture of continuous improvement should be fostered where staff feel an urgent need to improve processes and delivery for clients.

  • Create opportunities for emerging talent to move into stretch assignments; proactive succession and development planning with a focus on service resiliency via training, cross-training.
  • Advance team knowledge and effectiveness by bringing insights and solutions to the team and ensuring sustainable best practices.
  • Set an example of team building to enhance locally delivered service solutions through support of Client Account Plans.

The Global Service Delivery Manager will represent an internal and external point of escalation, across all business lines that serve the client, for unresolved service items.

Act as a proactive internal leader on ways to optimize end-to-end client service delivery to deliver client outcomes.

Provide an overarching global governance framework to enhance locally delivered service solutions through support of Client Account Plans.

Oversee regular local and global service reviews with the client.

Spearhead monthly internal and external meetings to review KPIs, key issues, and forthcoming new products/asset classes.

Focus on specific action items related to global service delivery and resolving service issues.

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