Senior Director of Client Services
1 week ago
Job Title: Senior Director of Client Services
Location: Remote
Job Type: Full-time, Permanent
About the Role:
This senior leadership position entails managing workload, forecasting work bookings, and resource planning to optimize operational efficiency across the UK & Ireland.
The primary objective is to effectively distribute tasks to achieve business goals such as revenue, profit, and overall contribution.
Key Responsibilities:
- Manage Planning and Forecasting: Collaborate closely with the operational leadership team to ensure optimal levels of Client Managers and external resources.
- Resource Planning and Booking: Handle the booking of assessment work to meet budget targets.
- Team Management: Proactively manage the team to achieve delivery targets and uphold compliance with operational and administrative procedures and service agreements.
- Scheduling Assessment Days: Take responsibility for scheduling assessment days promptly and effectively in the area.
- KPIs and Incentives: Set and review KPIs for the team and oversee annual incentive programs.
- Succession Planning: Identify and implement succession plans, managing recruitment, onboarding, and maintaining team headcounts. Act as a coach and mentor, ensuring all team members have development plans in place.
- Customer Satisfaction: Monitor customer satisfaction, enhancing client experience and promptly address any client issues or queries in the management of the client's survey activity for the UK business.
- Attrition Management and Process Improvements: Lead efforts in attrition management and process improvements across all business channels.
Requirements:
- Leadership Experience: Demonstrable leadership experience with a strong operational and contact centre background managing a collaborative team.
- Team Management: Experience in managing a team of circa 100 people.
- Budgetary and Forecasting Knowledge: Strong and sound knowledge of budgetary and forecasting processes.
- Commercial Experience: Commercial experience with the ability to focus on current and future strategic priorities in line with the business goals and objectives.
- Coaching and Development: Ability to coach, train, and develop talented individuals as well as address poor performance in a professional manner.
- Strategic Thinking: Willingness to challenge existing ways of doing things combined with an ability to understand the constraints.
What We Offer:
- Total Reward Package: A competitive total reward package.
- International Environment: An independent and varied job in an international environment.
- Flexible Working Hours: Flexible working hours.
- Ongoing Training and Development: Ongoing training and development.
- Benefits: A wide range of flexible benefits that you can tailor to suit your lifestyle.
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