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 drive excellence in contact centre service delivery, client account management and team leadership across our Local Government portfolio.
As a key member of the Operations department, you will play a crucial role in the Call Centre and Customer Service category in this permanent, full-time position. In this role, you will 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 nurture strong client relationships with assigned client portfolio.
Ensure service delivery meets contractual, client and customer expectations.
Drive SLA improvements, issue resolution, and performance reporting.
Lead account management including financials, governance, and commercial negotiations.
Collaborate with internal teams and third-party suppliers for integrated service delivery.
Inspire and lead Client Services and PayStay and Permits contact centre teams to meet KPIs and compliance standards.
Champion cultural change and implement, maintain and enhance cutting-edge reporting and contact centre practice and technologies (KMS, agent assist, AI and automation tools).
Influence enhancements to our proprietary iMaas platform for greater efficiency.
Manage budgets, forecasts, and financial reporting for LG contracts.
Support business growth, client transitions, and change initiatives.
Lead and motivate the client services and PayStay and Permits team to achieve performance targets and deliver exceptional customer and client service.
Develop and implement strategies to enhance overall customer experience and satisfaction.
Handle escalated client issues or complaints with professionalism and efficiency.
Collaborate with other departments to improve processes and procedures related to customer & client services.
Conduct regular success reviews and provide constructive feedback to the team members.
Monitor key performance indicators (KPIs) to assess the effectiveness of client services and contact centre operation.
- Contribute to the recruitment, training, and development of the client services and contact centre team.
- Prepare regular reports on customer feedback, service levels, and team performance for management review.
- Stay updated 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?