Head of Client Service Management (role can be located anywhere across EMEA)

Описание

Company Description

Who are we?

Experian gathers, analyses and processes data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decisions, lenders lend more responsibly, and organizations prevent identity fraud and crime. Our 17,800 people in 45 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow.

What do we have to offer?

Not only do we offer our employees a competitive benefits package and flexibility to have a good work life balance. We offer you an exciting, challenging environment where you get the opportunity to work in an international team and continuously learn and develop your technical and soft skills.

Job Description

The Head of Service Relationship and Client Success Management, you will lead and develop a team of Managers to provide the highest levels of Service and build strong trusted Client relationships to deliver Client Satisfaction and Retention for a portfolio of our most Strategic Clients & Partners and our Cloud Clients.

You will be passionate about Client Service and delivering real value and results, putting our Client’s needs at the heart of everything you do. You will guide your team to develop strong relationships across a global geography, influencing the business and amplifying the Voice of the Client to advocate for their needs. You will work pro-actively to lead and drive continual service improvement across the end-to-end client journey, reviewing and assessing client feedback and improvement plans to identify trends and key opportunities to drive Value and create client loyalty across the portfolio. You will lead your service relationship managers in delivering measurable improvements, developing creative solutions, and working collaboratively with stakeholders across Market, Regional and Global internal teams.

You will lead your team to create consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for Senior level client escalations, managing them through to a successful conclusion with both the client and Experian.

As part of your role, you will ensure that your team has a strong working knowledge about Experian products and services, and they understand the key aspects of portfolio Clients’ business and operational need and leverage this understanding to deliver greater value through sharing Experian / Best Practice within the Client’s environment.

As we continue our Cloud Journey, you will help design and develop the Client Management Plan for clients of our current and future Cloud products and services, creating a model that will add real value to our clients and help protect and grow our business.

Working across EMEA DA and Global Delivery teams, develop and continue to enhance Client reporting and revenue risk and opportunities.

Key Responsibilities Include:

Leadership
· Ensuring that all team members have stretching personal objectives, development plans and regular performance reviews to embed a high-performance culture
· Coaching and Mentoring to enable people development and an empowered and valued team
· Establish and review the allocation of responsibilities, accountabilities, and necessary resources to ensure robust capacity planning in place and resource requirements are raised in good time to help ensure obligations are met and that the business is managed and controlled effectively
· Work as a member of the Client Success Management team in the development and roll out of best practice, internal improvement initiatives and projects.
· Champion a culture that achieves the business goals, delights customers and keeps Client advocacy at the heart of everything that we do.
· Develop Skills and Capabilities within the team in core areas to driver great Value for clients.

Client Advocacy and Satisfaction
· CSI (Continuous Service Improvement) – Managing the quality & progression of the Client Continuous Service Improvement plans, identifying trends and ensuring the delivery of measurable improvements across all areas of the client journey
· Responsible for building excellent stakeholder relationships, to create and lead virtual teams from to influence the business and drive improvements and innovations to enhance the client experience.
· Ensure risk management processes, practices and associated accountabilities are in place and that these are embedded through training and communication.
· Client Escalation – Senior Level escalation Resolution Ownership for identified set of Clients
· Engagement with the delivery and in-life support of contracted services to clients to ensure understanding of Client product usage and understanding Client experience and that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
· Create Consistency and simplicity for clients through the continued development and implementation of Service Management Best Practice
· Development and Management of the Client Maturity Model to ensure we have a clear consistent standard for different client bases.
· Creating Senior Client Relationships with our most strategic clients, creating trust and influence to help drive partnerships.

Client Value Management
· Work alongside Client Service Design, Sales and Bid Management to provide SME input for new service elements/requirements of new business, cost and effort requirements as well as highlighting upsell and retention opportunities.
· Work with Product Management to enable the team to follow up on Product Upgrade and Release Management communications to ensure that Client has timely information and support on updates with upgrade plans are in place to ensure clients stay within the right release and the right support.

Any other activity and responsibilities as deemed required and necessary by the Director Client Success and Service Strategy.

Qualifications

Essential:
· Minimum 5 years of experience in a customer facing management role
· Minimum 5 years within a Service Environment
· Customer Management, negotiation & Influencing skills
· Demonstrable success in delivering measurable Results and benefits to business and clients
· Experience in client management from operational to senior management levels
· Experience of Leading client-facing service reviews and developing workable improvement plans
· Managing complex operational / business issues working in a multi-national matrix environment
· Excellent analytical skills: ability to analyse, report and review solutions / service performance, spot trends and make recommendations
· Skills improving customer experience through long term client relationships

Desirable:
· Educated to degree level
· ITIL Certification
· Experience in similar Industry / Banking / Telco
· Language Skills are a plus
· Experience of working across multiple countries and culture

Additional Information

Essential Competencies:
· Collaborative approach
· Accountability and Responsibility for delivering results
· Excellent Interpersonal skills with Strong Emotional Intelligence
· Communicating with Impact and influence
· Customer Centric positive approach
· Ability to think and work strategically
· Ability to balance priorities and work under pressure
· Integrity and Trust
· Business oriented
· Agility and Flexibility of approach
· Commercial Awareness

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит над 3 г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Интернет
ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

12.05.2022

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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