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Client Service Manager

3 weeks ago

Singapore Alchemy Global Talent Solutions Full time

Our client, a global leading relocation services Company, is looking for a Client Services Manager to join their team in Singapore.
The position will be responsible for maintaining ownership and accountability of initiations and service management on a daily basis. To manage the delivery of a wide range of services to client portfolio while also contributing to the business's growth as an experienced and senior member of the team reporting directly to the regional director.

**Key Responsibilities but not limited to**:

- Maintain ownership and control over daily initiations and service administration.
- Provide assistance and direction to the Mobility teams.
- Retain and build client relationships, function as the client's trusted mobility advisor and partner for all clients.
- Maintain proactive communication with the client manager.
- Manage the provision of a variety of services to a demanding customer roster and participate in the business's expansion.
- Actively monitor the client teams to ensure enough resources and are managed well enough to maintain account delivery (and escalate if necessary).
- Ensure the teams offer services in strictly comply with the KPIs and SLAs.
- Assist the client manager with the client portfolio's yearly business growth plan.
- Supervision of all service delivery-related management reports.
- Responsible for generating revenue and margin increases as agreed with the line manager.
- Perform root cause analysis to prevent recurrence.
- Assist the client manager with operational difficulties, conduct quarterly service reviews and attend monthly internal calls with the client manager.
- Ensure that at least quarterly reporting is given to allocated clients.
- Recognize the contract's terms and how we perform in accordance with them.
- Ensure that customer service complaints are handled properly.
- Manage allocated territory budget effectively.
- Assist the client manager in enhancing the income prospects for each client account.
- Liaison with the sales team, proactive response to RFPs, sales presentations for new prospects, and contract renewals covering service and operational aspects.
- Increase client portfolio cost and process efficiency
- Participate in monthly internal calls with the client manager and conduct quarterly service reviews to assist with operational difficulties.
- Assist the portfolio's financial performance in meeting the client accounts' budgets, and make sure the client manager is kept updated.
- Keep up with market activity and competition awareness.
- Accountable for monthly billing and debtor collection targets.
- Execute projects and consultancy assignments as requested.
- Capable to present company’s products to both existing and potential clients.
- Participate in client account teams' learning and development and recruitment processes as needed.
- Maintain a quality service to clients.

**Requirements but not limited to**:

- A minimum of five years’ experience of servicing large global corporate clients, including: Supplier management, financial management and Global compliance.
- Strong team management skills, at least a team around 10 people.
- Have knowledge in Relocation Industry.
- A minimum five years’ experience in similar account servicing roles.
- Able to proof the ability of leading teams, oversee financial budgets, and make presentations when making sales proposals.
- Excellent communication skills.
- Knowledge of the market and strategic planning for new possibilities.
- Capable to retain and establish relationship.
- Essential to organisational conflict resolution.
- Compliance with outlined rules and procedures.
- Strong presentation and interpersonal skills.
- Dedicated to solving issues before they arise.
- Ability to effectively manage people.
- The capacity to prioritize and organize work.
- A good team player.
- Attention to details.
- Excellent in both written and oral in English.