Senior Client Support Regional Manager

Overview The Client Support Regional Manager will lead the APAC Client Support team, driving excellence in client query management, reporting, and partnership. This role is pivotal in shaping and scaling a high-performing team that transforms client interactions into strategic opportunities. In addition to building and developing a team of five consultants to ensure seamless service delivery and alignment with global standards, there will be an increased focus on forging a stronger bridge to commercial partners. Connecting clients to the most effective solutions—whether that is an in-scope Passport answer or another product or service—will become a core part of our vision and workflow, ensuring we consistently deliver outcomes that best meet client needs. Reporting to the Director of Research Operations, these new roles offer the opportunity for the successful candidates to specialize in client support and deliver a core piece of research modernization. This is a significant opportunity not only to elevate query service and strengthen client partnerships, but also to drive greater business impact across the organization. As such, you will be part of developing and shaping the way the business supports its client base, leveraging the best AI/tech solutions and balancing these with unique research input and insight. These positions pave the way for those eager to expand their regional and global influence and contribute effectively to both research and commercial teams. Key Responsibilities Recruit, onboard, and manage a team of 5 consultants/senior consultants. Define roles, responsibilities, and workflows aligned with global client query strategy and responsive to local/regional client demand Foster a culture of accountability, collaboration, and continuous improvement. Identify training needs and implement development plans to build team capability. In collaboration with client support managers in the other regions - design and implement a robust plan to transition from the current query management approach to a streamlined model where all research client queries are resolved by the client support team. Ensure continuity of service and minimal disruption during the transition period by effectively managing resources and timelines. Identify and address potential risks, maintaining open communication with stakeholders to ensure a smooth transition process. Provide training and support to the team to adapt to new workflows, tools, and methodologies. Monitor post-transition performance to ensure sustained service excellence and make iterative improvements as needed. Oversee regional query management processes, ensuring timely, high-quality responses. Implement and refine standard operating procedures (SOPs) to support consistent and efficient service delivery. Collaborate with Gen AI and tech teams to explore the use of automation and AI tools into workflows. Ensure the team leverages tools like Zendesk effectively. Lead the development of reporting frameworks to analyse query trends and client query engagement. Deliver insights to sales and research teams to inform decision-making and identify upselling opportunities. Define cadence and format for regular reporting and feedback loops. Build strong relationships with sales, research, and insights teams to align on client needs. Proactively collaborate with sales teams to uncover and define new opportunities where the client support team can provide added value beyond existing engagement areas. Facilitate new client data partnerships in concert with Insights and commercial teams. Oversee the transition of claims-related queries from the research and insights teams to the client support team, working closely with the Claims team to establish standard operating procedures and implement streamlined workflows. Experience & Skills Minimum 5 years’ experience in research. Experience managing teams and driving operational change. Proven expertise in engaging directly with clients and managing their expectations effectively. Strong understanding of research methodologies and client engagement strategies. Experience with CRM or service desk platforms (e.g., Zendesk), and interest in AI/tech enablement. Excellent communication, storytelling, and stakeholder management skills. Attributes Strategic thinker with a practical, solutions-oriented mindset. Calm under pressure and adaptable in a fast-paced environment. Confident leader and mentor with a collaborative spirit. Passionate about innovation and continuous improvement. Comfortable piloting new technologies and driving adoption. #J-18808-Ljbffr