Client Experience Manager - New Orleans - XBP ASIA

    XBP ASIA
    XBP ASIA New Orleans

    1 day ago

    Description
    Job Description
    Client Experience Manager 2
    About the Role:
    As a Client Experience Delivery Manager 2, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery professionals, manage client relationships, and drive continuous improvement initiatives to optimize service delivery processes and outcomes. This role requires strong leadership skills, strategic thinking, and a deep understanding of service management principles.
    Essential Job Responsibilities:
    • Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.
    • Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
    • Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
    • Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
    • Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
    • Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
    • Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
    • Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
    • Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
    • Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
    • Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
    • Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.
    Qualifications:
    • Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
    • Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the Legal industry.
    • Proven track record of successfully managing client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.
    • Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.
    • Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
    • Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
    • Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
    • Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
    • Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.
    "The Salary range for this position starts at $63000 a year; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."
    Background in Law Firm operations with focus on hospitality, mail/copy center
    Leadership skills
    Interaction with client and team

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