Head of Digital Client Service Delivery

4 weeks ago

London, United Kingdom Azets Full time

About us

The role

As the Head of Digital Client service delivery you will be instrumental to introducing third party software with our existing client platform, Cozone, into the business. You will work across multiple service offerings to create a best in class digital journey for our clients, being an advocate for change, supporting KPIs and managing the strategic partnerships with the digital accounting suppliers. As part of the Data and process team you will report to the Head of Process improvement to create a digital strategy which connects to the group wide initiatives and aids other teams such as service lines, data and operations. Some key areas of focus are:

Understand the digital suppliers and market leaders for the accountancy profession and leverage these insights to lead, develop and deliver our UK digital strategy and align the strategy with the overall global digital strategy. Understand business process to identify opportunities that can aid strategy. Understand the client services and personas, their common and separate needs to advise the UK product manager on their roadmap. Understand the reporting and KPIs relating to digital strategy and how to achieve them. Work with key stakeholders, such as product management, continuous improvement and IT to help to deliver the roadmap including new digitally enabled products and services and the digitisation of existing services as appropriate. Be an advocate for change to digital enablement both internally and externally. Collaborate with the Marketing Team to position Azets - internally and externally - as a market leader of digitally enabled client services. Work with the Service line heads and service line technology leads to strategically manage key 3rd party software relationships that underpin our digital client service. Identify synergies to the digital strategy and tilt where needed. Take ownership of the external service accounting software including the commercial business case, pricing and ROI which aid the digital strategy at regional and global, working with the product manager for client integration. Be a key player in digital change such as new products and services directly to market with an aim for rapid growth. Participate in ‘build/buy/acquire’ decisions to further enhance the Azets digital offering in a commercially astute manner.

Key accountabilities

The challenge:

Understand the different third party digital supplier relationships and how these can benefit our client service offering. Work with the Cozone product manager to identify improvements to the offering with these third party relationships and what will bring the biggest ROI

Desired outcome:

Increase usage in Cozone, create a digital journey from lead to upsell and cross sell with clients. Working with stakeholders to find the best fit.

Engage the business to use these digital products and provide insightful feedback from their clients.

Skills & experience

Qualification or experience in successful development and market launch of digitally enabled services and products Exceptional organisational skills, with superior oral & written communication Flexible attitude and willing to perform varying duties depending on the shifting needs of the company and its staff members Experience with matrix organisations Confidence in own capability, but open-minded enough to welcome and evaluate feedback from all levels of the organisation Experience of working within a relevant industry business would be a distinct advantage but is not essential. Extensive experience within a tech-enabled professional services business would be preferred but is not essential.

Key Competencies for Success:

Communication and Influencing Skills

Ability to act as a credible representative of the Company at all levels with the ability to communicate and deliver the digital strategy High level of emotional intelligence, with the ability to gather information accurately, influence effectively and negotiate to achieve the best possible results Self-sufficient, able to quickly establish productive working arrangements Incisive leader with professional stature and sound judgement; must have the credibility, intellectual and operational grip to gain immediate respect with the leadership team and shareholders Be able to react well to high pressured, occasionally emotional situations. Passion for and commitment to success

Collaboration

Strong team orientation, finding it easy to establish rapport and build lasting relationships Active engagement with the broader business, at all levels Ability to build trust and momentum with the team and colleagues, displaying a shared sense of purpose Sound business judgment with the ability to make logical decisions quickly and effectively Exceptional analytical skills and effectively leverages data to inform opinions and solve problems Is willing to roll up sleeves as needed

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