EMEA Client Service Design Manager

Описание

Company Description
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.



We also help people to check their credit report and credit score, and protect against identity theft. In 2019, for the fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”



We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.



At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Job Description
The Strategic Service Practice is responsible for creating client advocacy by driving success and for our largest and most strategic clients.

As Our Client Solutions Manager, you will operate across our EMEA CS DA and Global organisations to shape and design enhanced client and partner Service Models and SLA’s and help to define Service Management best practices to maximise client relationships and drive NPS.

You will be passionate about driving value for clients, and working throughout the client lifecycle, collaborating with all functions, including Service Management, Sales, Commercial, Bid Management, Consultancy, Product, Service and Delivery, and across multiple Country markets

You will be engaged with our commercial and bid management teams on new client solutions, attending ATQ calls to review bespoke opportunities from a Service perspective, supporting in Market Service Management and Sales teams and clients on new strategic deals to help create the right Service models to meet our client bespoke requirements and help drive both their and our Success.

You will work closely with the Service Relationship Management team, developing best practice ways of working and supporting the Continuous Service Improvement process to help ensure improvements opportunities are identified and owned. Through your support of the SRM community, you will be an internal point of escalation to hep drive the right solutions to challenges drawing on a client centric approach

You will approach opportunities with ambitious standards and with creativity to develop the right solutions – whether a Service Management approach supporting our Strategic clients or a Service support solution developing support solutions for clients, to ensure stakeholders are engaged, prepared and capable of delivering the service you have defined, ensuring all processes, documentation and KPIS are in place and financial impact is agreed and understood.

You will lead meetings recommending best in class service options, providing a service consultancy using your extensive knowledge in the service industry on service design options and Service Management practices, influencing at all levels and taking responsibility for delivering successful service solutions.

Working with the ‘Brilliant Basics and Service Enhancements SLA model’ you will drive continuous improvement of the modules, drawling on your own expertise, market and client feedback, solution performance and service strategy to develop new service options, embedding these across all markets and functions through effective communication sand engagement strategies.

It is essential that you are a highly motivated customer centric professional, who works pro-actively and collaboratively, managing multiple priorities and able to deliver under pressure. Central to this role is the ability to build exceptional stakeholder relationships at all levels of the business and therefore strong EI is a requirement. The ability to work strategically, and take a holistic view across all areas of the business is vital.

This is a management level role and therefore our Client Service Solutions Manager should lead by example, contributing to the development of a positive culture across the customer Services teams, empowering people to deliver an excellent standard of service, providing coaching as appropriate and developing effective relationships with stakeholders and encouraging the celebration of success.

Qualifications
Professional experience working with Strategic Clients in Service Relationship Management, Consultancy, Service Operations Management, Service / SLA design
Demonstrable success developing client and stakeholder relationships at a senior level
Demonstrable success in working with complex solutions and environments delivering measurable improvements and impact.
Focused on the Client experience and delivering the best for our Clients and the Organisation
Ability to managing change and work calmly under pressure
Ability to work across multiple disciplines and areas to deliver outcomes
Demonstrable background in delivering process efficiencies
Excellent planning, communication and negotiation skills
Experience of working in a matrix organization and across multiple countries and cultures is very desirable but not essential
Educated to degree level
ITIL v3 Foundation qualification
Client Focussed
Pro-active
Collaborative approach
Positive Can -Do attitude
Accountability and Responsibility for delivering results
Excellent Interpersonal skills with Strong Emotional Intelligence
Communicating with Impact
Customer Centric positive approach
Ability to think and work strategically
Ability to balance priorities and work under pressure
Integrity and Trust
Delivering results
Business oriented
Agility and Flexibility of approach
Commercial Awareness
Additional Information
Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
Opportunity for Flexible working hours and Home Office
Experian Careers - Creating a better tomorrow together

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

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

Дата:

05.09.2022

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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