Sr. Manager - Client Servicing
Mumbai, INDIA
5d ago
source : TimesJobs

Job title Sr. Manager-Client Servicing (Strategy building, multicultural team management, manage global customer service operations spread across 89 countries) Department Client Servicing Works with Operations Team of all three Business units Project Management Team Marketing team Crimson Japan office (sales team) Finance & Accounts Senior Leadership Information Technology Key Responsibilities Lead the Client Servicing team comprising 15-20 team members comprising 1-2 Assistant Managers / Managers and around 12-15 senior / junior business associates from India & other regions.

Drive KPIs in the team and ensure that the KPIs are met. Handle customer service operations for international clients spread across 89 countries Ensure steady state customer service operations and strategize for effective team management and growth Track and identify high value clients, build strong client relationship and contribute to service enhancements Liaise with foreign employees within client servicing department and marketing department to ensure all customer escalations are handled in prompt and efficient fashion Shoulder responsibility for maintaining open communication channel with team members and internal stakeholders Lead all weekly / monthly client conference calls especially for B2B clientele related to overall productivity Share all monthly reporting deliverables with senior management team for client servicing department Unique Benefits Dynamic work environment and the opportunity to work with individuals from varied academic and cultural backgrounds Opportunity to work in a niche and fast progressing industry Exposure to international markets (B2B / B2C) spread across all major continents Opportunity to contribute in important organizational strategic decisions Opportunity to participate in various internal leadership development programs Opportunity to be deeply involved in overall people and talent management Enjoy high responsibility level and involvement in creating and executing client servicing policies / strategies for the team and the organization Must Haves Ability and acumen To multi-task without losing focus Prioritize tasks at hand based on clients urgency levels Identify and sole potential issues / problem areas that clients may have Take quick action in adverse circumstances including technical glitches Work independently and responsibly with minimum supervision Pre-empt certain concerning situation and take corrective actions beforehand Research client history well and be well-informed Skills Required Excellent communication skills (written and verbal) Knowledge of MS Office Comfortable working with Microsoft Outlook Good technical solution finding skills Ability to easily acclimatize to different cultural backgrounds

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