Regional Client Services Manager

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

Overall Objective:
Regional Client Services Managers are responsible for improving customer satisfaction by enhancing quality of support and service across the lifecycle of all TNS products. They work closely with both Business and Operations Departments to optimize the customer experience. This position is responsible for ensuring TNS is delivering a high level of service to all clients and that TNS is performing consistently, achieving all service levels.

Responsibilities

Responsibilities:

Essential responsibilities include:

• To actively participate in shaping and execute the strategy for Client Services across APAC
  • providing direction and feedback to team members and assisting with recruitment
  • assist managing, motivating and developing staff providing customer services
• Ownership of client service relationships – client satisfaction optimized, by service level achievement and strong relationship building
• Act as a liaison for clients dealing with any concerns relating to delivery or support of their service
• Build positive and trusting relationships with internal and external stakeholder – including clients
• Manage and own client escalations through to resolution, including root cause analysis, identify fix and preventative measures
• Deliver and evolve the client facing reporting and documentation suite
• Produce client service level reporting and presentations, working with required internal stakeholders to deliver accurately and within required deadlines
• Maintain required client directories, ensuring up to date information available for all internal teams
• Undertake regular service reviews with clients, identifying opportunities for improvement and owning the resolution of any resulting issues
• Perform required pre and post client meeting governance activities, maintaining action registers, following up and drive completion of any open action items
• Run Service Improvement Plans, utilizing project management principles to ensure a structured approach to driving outcomes
• Identify any potential upselling opportunities and relaying details to the Account Management team
• Travel domestically and/or internationally as required for face-to-face client engagements, within the Asia Pacific region
• Work closely with internal TNS teams to ensure client expectations and requirements are being met, whether as part of a project or on-going support basis
• Analyse data sets and interpret information to identify opportunities for process improvements and service enhancements across the organization
  • Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • ensuring operational efficiency within support teams (inclusive of call centres etc)
• Assist to develop client centric procedures and work with a continuous improvement ethos to ensure clients across the region receive industry leading levels of support and interaction
  • planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • liaising with other organisational units, service agents and customers to identify and respond to customer expectations.
• To own and manage distinct projects and initiatives to drive consistently high level of client satisfaction
• Provide local knowledge support in order to progress and resolve any incidents
• Provide a level of Incident Management engagement to key clients if required, including the production and delivery of incident reports
• Become familiar with all client’s solutions, ensuring all customer design documentation is up to date and distributed correctly
• Work with the client and internal teams to ensure that solutions are failed over and tested on a regular basis
• Perform sign off on change management activities that could have potential impact to client’s services
• Ensure that all procedures / processes are followed and continually improved
• Ensure that Incident Management, Change Management and Problem Management procedures are followed consistently within the client’s service level agreement
• Work core office hours, Monday through Friday, with the flexibility to work outside of core hours where required
• Ad hoc tasks as requested

Qualifications

Experience / Qualifications:

Desired Competencies

• Excellence at building and maintaining relationships, both with clients and internal stakeholders
• Self-motivated, with the ability to exercise independent judgment
• Demonstrates a proactive communication approach
• Quick thinking and able to work in a fast-paced and dynamic environment
• Knowledge of project management methodologies and best practice
• Knowledge of telecommunication carrier processes, products, ordering tools, and technologies used for circuit provisioning desirable
• Ability to translate technical detail into an easily understandable interpretation for a non-technical audience
• Excellent interpersonal and communication skills (written and verbal)
• Excellent multi-tasking and adaptability to manage a variety of tasks
• Excellent time management skills
• Excellent customer service skills
• Outstanding attention to detail
• Excellent negotiation skills
• Excellent presentation skills
• Excellent analytical capability
• Excellent problem analysis and problem-solving skills
• Ability to respond to frequent pressure to meet deadlines
• Proficiency in Microsoft Office suit (Word, Excel, Access, PowerPoint, Project, Outlook)

Desired Experience

• Previous experience in a client facing position required
• Strong technical experience in either Networks, Telecommunication and/or Payments advantageous
• Process writing experience required
• Reporting development experience required
• Intermediate level of Project Management experience desirable
• Experience working within a global organization is favorable but not required

Education / Certifications:

• Educated to Degree standard or equivalent level of Industry experience
• 7+ years’ experience in the Payments Industry required
• Operational Management experience beneficial
• ITIL Foundation and partial-Intermediate Certified preferred

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.