Client Services Account/Project Manager IV

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

The candidate will provide leadership and overall management responsibility for the Client Service Managers in the APAC region. They will ensure effective delivery of service to our clients - maintaining effective communications with customers to ensure they are informed throughout the customer lifecycle and ensure TNS is performing consistently within Service Level criteria. They will act as a liaison to customers dealing with any concerns relating to delivery or support of their service. They will assist with implementations, troubleshoot issues, and work with partners and customers and TNS global resources to deliver customer success.

Responsibilities

Key Responsibilities                                                            

 

·       To develop, own and execute the strategy for Global Client Services across APAC region and for all markets.

·       Develop customer centric procedures and work with a continuous improvement ethos to ensure clients across the region receive industry leading levels of support and interaction.

·       Lead, motivate and develop the skillset of our Client Services group, creating a highly engaged, results focused team.

·       Delivery and results focused leadership with importance placed on strong systems, a continuous business improvement focus, training, and people leadership.

·       Ownership of client service relationships to C-Level, demonstrating strong, high level stakeholder relationship building skills, with excellent negotiation and facilitation skills.

·       Remote leadership experience, the set-up, build out, leadership and management of the team across the APAC region.

·       Deliver and evolve the client facing and internal reporting suite.

·       Working closely with the Business team to ensure that customer expectations and requirements are being met and addressed whether as part of a project or on an on-going support basis.

·       Working closely with Network Operations team to provide proactive and reactive assistance to a diverse range of issues to meet customer obligations and requirements as defined in customers SLAs.

·       Looking at business wide areas of improvement and efficiency, employing a see it, say it, fix it mentality to problems across the group.

·       Owning customer service reviews to review SLA performance and/or support new product offerings

·       To deliver improvements in CSAT methodology and results.

·       Provides a contact point to clients/customers for the delivery of pre- and post-sales services and support. Liaises between customers and Operations, Service Delivery, Sales and Finance to resolve status, production, delivery and billing inquiries.

·       Provide local knowledge and language support in relation to the progression and resolution of any incidents.

·       Ensure that local information is centralised and available, including customer and supplier contact information.

·       Represent the company in a professional manner always to both customers and other departments within TNS.

·       Maintain solid working relationships and effective communication across the entire organisation, local office teams and with Vendors and Suppliers

·       Ensure no part of the business stream is dependent on a single point of failure and that a process exists to ensure the immediate loss of any resource is not business impacting

·       Work with the customer and internal teams to ensure that customer solutions are failed over and tested on a regular basis.

·       Oversee and ensure that all customer programs are meeting the required level of effort and that our customers' satisfaction is at the required level.

·       Provide a level of Incident Management engagement to key customers if required, including the production and delivery of incident reports

·       Sign off authority on change management activities including policy development.

·       Ad hoc tasks as requested.

·       Overseas travel to support team, delivery practice and client delivery

Qualifications

Desired Competencies

·       Client value and service excellence - Develops responsive solutions that add value to the Client’s business by focusing on the Client’s needs, concerns and priorities.  Meets and exceeds expectations while delivering high quality results on time and on budget.

·       Flexibility - Adjusts positively to situations that involve rapidly changing tasks, shifting priorities, simultaneous demands or transitions into new assignments

·       Initiative - Takes a proactive, self-reliant approach, identifying and seizing opportunities and taking decisive action.

·       Resilience - Demonstrates the ability to recover strength, fortitude and motivation quickly in the face of adverse outcomes.

·       Interpersonal Understanding - Demonstrates ability to empathize with colleagues and clients in order to better understand their needs or concerns.

·       Teaming - Works to create a positive, participative work environment to promote team efforts and a shared sense of purpose.

·       Continuous Learning & Self Development - Proactively balances personal career growth with Company needs by optimizing use of internal and external training resources, networks and knowledge bases.  Continually enhances individual and, through that, Group knowledge to generate more efficient client solutions.

·       Attention to Detail - Applies thoroughness to all aspects of work performed for internal or external clients.  Continually seeks improvement upon solutions and gets to the “next level”.

·       Communicating - Brings ideas and thoughts in a clear focused manner using effective verbal and nonverbal communication techniques and listens to others in return.

·       Conflict Management - Secures optimal resolution by pointing out conflicts and disagreements and trying to resolve them.

·       Decision Making & Judgement - Reaches conclusions and takes action on the basis of thorough analysis and experience.

·       Influencing - Demonstrates the ability to present ideas persuasively to provide insight, gain buy-in, and/or steer others to specific outcomes.

·       Presentation - Uses tools and techniques to represent ideas, results, issues and recommendations in a clear concise manner appropriate for the audience.

·       Time/Task Management - Analyzes tasks and understands the time necessary to complete projects and acts accordingly.

·       Executive Interaction - Assesses and discusses with executives the strategic business issues, the implications of those issues, and potential solutions.

·       Managing and Controlling - Controls a project, service or organizational area so that it realizes planned budget or revenue within costs and meets or exceeds agreed project or service level objectives by the target date.

·       Planning and Organizing - Develops short, medium and long-range plans that are comprehensive, realistic and effective in meeting task, service, project, organizational unit or program goals.

·       Solution Design - Proposes solutions that meet or exceed client needs and expectations and align with the Group’s strategy.

·       Value Tracking and Measurement - Monitors and assesses the value delivered to the client throughout the project life cycle.

·       Staff Acquisition - Participates in or leads successful recruiting efforts, evaluating candidates against organisation / project needs and position/role demands.

·       Managing Others - Provides supervision and direction (to individuals), helping (them) achieve business and personal objectives.

·       Transition Management – Identifies, executes and takes the wider business on the journey

 

 

Desired Experience

·       7+ years Operational Service Delivery experience within the Telecoms/Financial Services sector

·       7+ years’ experience in the Payments or Telecoms Industry

·       Solid understanding of Payments networks and ecosystem

·       Experience of managing Service Level Agreements (SLAs)

·       Project Management Experience

·       Process documentation experience, including understanding of Six Sigma

·       Capable of leading and tracking numerous projects with divergent schedules

·       Knowledge of telecom carrier processes, products, ordering tools, and technologies used for circuit provisioning and quoting

·       Knowledge and experience of Microsoft Office applications including Word, Excel, PowerPoint, Project.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.