head-client servicing and contracts in bengaluru / bangalore

randstad india
position type
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bengaluru / bangalore
position type
reference number
randstad india

job description

head-client servicing and contracts in bengaluru / bangalore


Job Description


Person Profile:

Desired Education

MBA or equivalent in Marketing

Desired Experience Profile

  • Experience of 10-15 years in similar profile
  • Strong service mindset and ability to align teams to the same
  • Excellent relationship management and collaboration skills
  • Strategic Thinking and Planning Skills
  • Problem solving ability
  • ‘Can-do’ attitude and a drive for achievement
  • Exceptional communication skills
  • Operational Excellence



Purpose of the Job:


The role holder will be responsible for maximizing customer satisfaction and engagement with the services of the organisation, across the business of ours and Wellness. Towards the same, the role holder will lead regional teams in ensuring effective management of client relationship, regular impactful communication with client contacts, effective and swift problem resolution, implementation and conformance to SOPs and service standards to ensure excellence client servicing, and nurturing of the relationship. Towards the same, the role holder will be responsible for ensuring seamless internal coordination with Operations and other functions.


The role holder will also have responsibility for retention of the client business and is expected to ensure the same is in line with the business expectations.




Roles & Responsibilities:


Strategic Responsibilities

  • Participate with the HOD in crafting strategies for constantly monitoring customer satisfaction levels and client servicing operations to ensure highest levels of customer service
  • Guide and lead the regional teams in creating and developing commercial opportunities with existing clients maximizing account and revenue growth.
  • Work with management team to bring creative solutions to prospective clients and to build the business of current clients.
  • Participate in critical client negotiations for service contracts and costs, along with the HOD and other members of the leadership team.


Driving Client Service across Regions

  • Develop and work to a service operating model, implementing appropriate tools, methodologies and KPIs for clients of FHPL and Wellness
  • Recommend SOPs, operational standards, and customer service procedures to continuously elevate and enhance the existing processes.
  • Ensure client contracts are understood and tracked 
  • Lead and drive the team in managing expectations, address inquiries, tracking KPIs, and assess customer requirements with accuracy. Drive initiatives to ensure standards of service are met
  • Monitor to track service issues / complaints and step in directly in case they reach critical levels. Keep the leadership informed of major service problems.
  • Ensure clients communications is up-to-date (estimates, contact reports, timelines, billing etc) in line with stated process.
  • Collaborate cross functionally with Operations, Sales, and other departments to enable day-to-day customer support operations in an effective manner. Ensure that client requirements, feedback, complaints, expectations are shared internally and ensure any open queries are resolved.
  • Create an effective process and information flow between client services team and other departments
  • Ensure technology integration is appropriate and regularly upgraded for ensuring efficient and effective client servicing. Drive issue resolution, new process / technology introduction in collaboration with IT

Team Management

  • Build and grow the team in line with business requirements and scale up plans
  • Mentor, provide operational leadership and technical guidance to the team, thereby developing a strong and competent team and manage attrition
  • Review performance of the team on a regular and continuous basis and provide developmental feedback
  • Conduct one-to-one and team meetings on a regular basis to discuss and resolve issues, to seek feedback / suggestions on self / on department’s operations and to provide guidance & support





Client Servicing