Customer & Client Services Manager

**Introduction**:
About Orikan
Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.
**Description**:
We're seeking a dynamic Customer & Client Services Manager to lead service delivery of our customer facing PayStay and Permits contact centre, as well as lead the client services team who provide a range of services to of some of our biggest local government clients.
As a key member of the Operations team, you will play a crucial role in Contact Centre and Client Services management in this permanent, full-time position based at our Melbourne Head Office in South Wharf. Reporting to the GM - Customer & Client Services you’ll be responsible for managing the client services team and PayStay and Permits contact centre team, ensuring high-quality service delivery to our valued clients and customers.
Key Responsibilities
Build and maintain strong client relationships with key clients who use Orikan for BPO infringement lifecycle management or who use our infringement management software in-house.
Lead and develop PayStay and Permits contact centre team to meet KPIs, contractual, compliance and legislative requirements.
Drive cultural change and partner with Technology function to implement new AI and automation technologies to augment capacity and help translate effort into impact (contact centre call handling, KMS, agent assist, phone back etc.) and to improve service delivery.
Influence enhancements to existing technologies (iMaas infringement management) for efficiency in BPO provision, as well as clients using iMaas SaaS model.
Manage budgeting, forecasting, and financial reporting for LG contracts
**Other aspects of role**:
Manager labour-cost budget for functional teams through effective workforce and talent planning.
Ensure service delivery meets contractual obligations and customer expectations.
Oversee account management including financials, governance, reporting, and commercial negotiations.
Support business growth and client transitions and oversee integration of new clients and change initiatives.
Ensure service delivery meets contractual, client and customer expectations.
Drive SLA improvements, issue resolution, and performance reporting.
Collaborate with internal teams and third-party suppliers for integrated service delivery.
Develop and implement strategies to enhance overall customer experience and satisfaction.
Handle escalated client issues or complaints with professionalism and efficiency.
Contribute to the recruitment, learning, and development of the client services and contact centre team.
Conduct regular success reviews and provide constructive feedback to team members.
Monitor key performance indicators (KPIs) to assess the effectiveness of client services and contact centre operations.
Prepare regular reports on customer feedback, service levels, and team performance for management review.
Stay up-to-date with industry trends and best practices in client services and contact centre management.
**Skills and Experiences**:
What You Bring
**Essential**:
Deep understanding of BPO and contact centre operations.
At least 10 years’ experience in small to medium contact centre operations.
Proven stakeholder management and relationship-building skills.
Experience leading tech-driven transformation in service delivery.
Strong communication and leadership capabilities.
Track record of driving cultural change and system transitions.
Ability to manage multiple priorities in a fast-paced environment.
Experience with AI and automation for operational efficiency.
Advanced digital literacy (Excel, MS365, SharePoint), CRM Systems.
**Desirable**:
Experience with Genesys contact centre software.
PowerBi proficiency for reporting and analytics.
Knowledge of Local Government operations.
Existing relationships with local government clients.
Previous SaaS account management and service delivery experience
Bachelor’s degree in business, commerce, or related field.
**What's In It For You**:
Modern office based in vibrant South Wharf
Values-led culture; supportive and collaborative team environment
Discounted parking at DFO South Wharf
Supportive team culture and ongoing professional development
Be part of a purpose-driven company helping cities work better
Ready to Lead the Change?