Customer Service Delivery Manager

1 month ago

England, UK, United Kingdom Talogy Full time

About the Role

As an Executive Level Delivery Manager within the Global PMO team you will play a fundamental role in delivery of global projects for high profile clients across the world, often with challenging delivery timescales. This is an exciting and varied role where you will work closely with internal and external consultant colleagues to provide a gold standard level of service in the management of Executive Assessments.

You'll have responsibility for a team of colleagues managing the day to day interactions with clients and their candidates/participants. The nature of these projects requires working with very senior client stakeholders, requiring discretion and confidentiality, meeting challenging Service Level Agreement timescales and managing customer expectations through excellent communications. You'll work closely with the Sales and Consulting teams on contracting, regular account calls and query resolution. You will demonstrate the ability to work with a very high degree of accuracy in a fast paced environment, maintaining accurate records. Monitoring and reporting of costs, in addition to adopting an approach of continuous improvement will be key to ensuring the delivery of profitable projects.

As this role manages a global team of direct reports and matrix colleagues, from time to time flexible working hours will be required to ensure timely communications and support for your team, clients and candidates.

Role Responsibilities

Team Leadership

  • Lead and direct the Executive Assessment team to ensure the delivery of assessments meets the requirements of the Client SLAs.
  • Coach team members to ensure a comprehensive level of understanding about client delivery requirements, developing confidence and ensuring personal development.


Operational Oversight

  • Provide regular updates to Head of Consulting PMO of project progress, challenges and achievements.
  • Act as an ambassador of the Consulting PMO, providing global colleagues with insights in the projects that could be managed and the support that could be offered.
  • Liaise with Consultant Colleagues and Sales to maintain a broader knowledge of workflow that may impact Executive Assessment delivery.


Project set up and management

  • Develop a detailed knowledge of the specific requirements of clients who request the delivery of Executive Assessments across the world, working with Sales and Consulting to develop strong client relationships and high-quality solutions to client needs.
  • Advise and work with Global Project Managers and international teams on the development of new projects that will culminate in delivery by the Executive Assessment Delivery team.
  • Keep up to date records and details of internal materials/documentation created for each project, and enhance standardised documentation based on learnings from each project.
  • Deliver regular status updates to clients regarding Executive Assessment delivery.
  • Maintain a record of any client or candidate/participant feedback for future reference.


Client / participant management and support

  • Work with the Lead Consultant and Client Partner to provide a gold standard service of communication and delivery to the client.
  • Guide, coach and support Executive Assessment Delivery Team colleagues in the process to be followed for the delivery of each assessment to candidates/participants.
  • Where applicable guide and support local Consulting Operations teams in the set up and management of Executive Assessments that don't meet the criteria to be managed by the Executive Assessment Delivery Team.


Financial Management

  • Correctly set up and record projects in Open Air, ensuring all users are added, client details, invoicing and revenue recognition are correctly detailed for project and revenue analysis.
  • Consolidate client and associate invoices, ensuring accuracy and promptness.
  • Liaising with global Finance Teams, where appropriate, ensuring the correct pricing structure/exchange rate is agreed and applied for each applicable currency.
  • Manage the full PO process for both clients and associates.
  • Liaise with clients on cancellation fees and one-off charges for adhoc pieces of work.
  • Actively contribute to the preparation and presentation of documentation for contract renewal for global Executive Assessment clients.


Resource Planning

  • Co-ordinate and manage the selection, briefing and training of a pool of Assessors to deliver assessments for each Executive Assessment client, ensuring associate fees, based on geographical location are agreed and recorded.
  • Manage a system for tracking availability and allocating assessments for assessors.
  • Ensure communications to assessors is regular and detailed to ensure clarity of expectations.
  • Recruit, brief and induct new associates globally to meet the requirements of client projects.
  • Promote internal global resourcing wherever possible.


Quality Assurance

  • Ensure a process is defined and applied to provide assessors with feedback on their work (quality assurance), thus maintaining the high quality of output expected from Talogy.
  • Co-ordinate the post assessment phase of the assessment including report proofing and secure delivery to the client within the timeframes required by the SLA.


Working within a global team

  • Actively integrate cultural and regional differences into the Executive Assessment delivery to meet the requirements of the client.
  • Capture and share regional and cultural differences to be considered when the Global PMO team deliver projects regionally.
  • Supporting global colleagues with alternative tasks as required by the needs of the business.

Experience

  • Demonstrable professional experience in Customer Service Delivery and/or Project Management is highly desirable.


Skills

  • Fluent in English is essential.
  • Highly honed customer service skills with experience of delivery to very senior stakeholders.
  • Team management, leading and motivating
  • Creative, problem solving, positive attitude to planning and organising
  • Excellent communication skills both written and verbal
  • Financial understanding to manage and provide analysis on project budgets
  • Proven ability to manage multiple projects and deliverables, and the ability to prioritise accordingly.
  • Agile mindset, adapting to changing or competing demands
  • Strong technical aptitude to learn and utilise bespoke platforms.


Personal Attributes

  • Self motivated and decisive
  • Dedication to quality and service excellence
  • Proactive and adaptable problem-solving approach, remaining cool under pressure
  • Collaborative mindset and ability to engage and influence effectively with internal and external stakeholders at all levels
  • Inspires a shared vision of continuous learning and improvement.
  • Exudes competence and gravitas to instil confidence in others both internal and external to the organisation, and at all levels

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