Client Delivery Executive

6 months ago

Birmingham, United Kingdom Resillion Full time

**Company Description**
**_
Resillion is a global company with end-to-end capabilities: no matter your industry, your geographical location, or stage in your digital journey. With offices in North America, Europe, and Asia, Resillion will be by your side. Helping you and your organization realize your ambitions in cyber security, testing of digital media content and quality assurance._**

**_ Whether, testing, certification, (software) development, cyber security, or data-protection, the experts at Resillion do whatever it takes. We work as long and hard as necessary to get you to market._**

**Job Description** Client Delivery Executive / Service Delivery - QA / Software Testing**

**Location: North West or Midlands but Preferably Scotland**

**Hybrid or Remote with the occasional office and client visits**

**Purpose of Role**

The role of the Client Delivery Executive is to have operational oversight of the day to day running of Client accounts, and provide support to the Account Managers to ensure all Client delivery commitments and client satisfaction is achieved. The role will act as the conduit between the account and all Resillion support teams to ensure successful delivery to the client.

The role will ensure all operational needs are met to ensure financial and contractual governance is maintained in accordance with the standards and processes based on Resillion's ISO 9001 procedures

**Accountabilities**:

- Support account management activities in conjunction with the Account Manager
- Provide oversight for the Client engagement as a point of contact for all delivery and operational matters
- Manage the onboarding of staff to new accounts and projects
- Conduct Monthly Progress Reviews with client-based staff
- Communicate progress of monthly/quarterly delivery commitments to internal and external stakeholders.
- Forecast and track key operational metrics, and provide regular updates showing WIP, Aged Debt, Forecasting, Month End and Bench Costs
- Conduct monthly Finance Review and reporting
- Undertake invoicing and payment reconciliation for accounts ensuring accuracy and timely completion
- Perform resource management activities including replacement of staff, new staff and contract renewals
- Provide forecast of resource demand and oversee the fulfilment of demand by the Resourcing team
- Support required permanent and associate ratio
- Establish and maintain effective stakeholder relationships
- Manage any escalations and be a point of contact for the Client
- Bring ideas and innovation on improvement initiatives to the team and the Client

**Key requirements**:

- Thorough understanding of financial reporting and tracking of key operational metrics
- Ensure client responsibilities are conducted in an appropriate and timely manner; and ensure the team has a sound and current knowledge of company procedures
- Identify appropriate training, which will enhance team contribution to the role and improve productivity
- Keep up to date with Health & Safety procedures to maintain the security and safety of team
- Lead team meetings, ensuring that any actions are followed up appropriately.
- Proactively establish and maintain effective working team relationships
- Manage the relationships with social media channels including LinkedIn always ensuring professionalism and promoting of Resillion
- Demonstrate a full understanding of team’s roles to be able to deal with any obstacles to avoid any detriment to internal or external customers
- Provide structured feedback to teams at appropriate times

**Objectives**:

- Deliver all operational reporting requirements in accordance with agreed governance schedule
- Deliver Value-add initiatives as defined in the Client contract
- Act as an ambassador for Resillion
- Cultivate a working environment which encourages teamwork, energy and creativity
- Maintain professional internal and external relationships that meet the core values of Resillion

**Additional Information** Company Benefits**
- Holidays 25 days (plus bank holidays).
- Contributary Pension
- Socials - team socials and activities along with our Christmas party
- Learning and development investment
- Cycle-to-work scheme
- Opportunity to work collaboratively with local and international teams.
- Perkbox - access to hundreds of high street discounts
- Employee Assistance - 24/7 access to counselling support
- Employee Referral scheme - up to £2500 to refer a new colleague into resillion
- Up to 4x times your salary if the worst should happen (life assurance cover)
- 8 weeks full pay+ 8 weeks half pay maternity pay.
- 2 days paid volunteering a year.
- Opportunity to join groups, such as our Inclusivity Group to champion and promote issues of inclusivity in our teams and in the wider sector or our regular menopause café catch ups.
- Hybrid working, with time in the office focused on being Creative, Collaborating, Communication and (most importantly) Celebrating.
- Sick pay of 2 months sick pay, 2

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