Client Services Manager

3 weeks ago

Johannesburg, South Africa Fragomen Full time

Job Description

This position is responsible for providing a high level of strategic Client Services Management for the firm’s Corporate Clients throughout Europe Middle East and Africa (EMEA), and Globally.

KEY JOB TASKS
- Determines capacity of team to take on new matters or clients - managing workflow
- Facilitate communications between client and practice teams by acting as the single point-of-contact for both
- Ensure flow of relevant and appropriate communications from countries to CSMs and vice versa
- Act as a “watchdog” on client accounts to ensure compliance with SLAs and quality of services on a regional or global level
- Advise client on strategic issues related to service delivery or immigration compliance
- Identify operational weaknesses or areas for improvement within Fragomen and address with appropriate practice manager or partner
- Provide on-going client training to the case teams as appropriate
- Play active role in commercial success of account through identifying issues with billing, helping to resolve potential issues, and where acting as bill approver, acting in a timely and accurate way to approve bills, aid cash collection efforts, and assist those raising bills with improving accuracy and timelines
- Increase visibility to Firm’s Partners, regionally and globally, of successful actions taken and performed for client as well as any failures and how those were addressed
- Where possible, find and develop additional business opportunities with the client, within any region.
- Play an active and central role in the implementation of projects and phased roll-outs
- Provide support as required to the Partner(s) and marketing in respect of winning new clients to the firm. This could be through the RFP process, Orals or any other kind of formal process
- Speaking at internal and external events
- Drafting articles
- Contributions to technical training/precedents
- Working with Partner or Senior Manager to review staff and set targets
- Monitoring performance on key accounts
- Mentoring junior staff
- Dealing with complex queries/research/high profile matters with support from juniors

JOB COMPENTENCIES

Client Service
- Manages day to day client relationship involving the supporting partner as appropriate
- Has carriage of and contributes to client meetings as relevant and ensures team also develops these skills
- Initiates practices to further strengthen existing client relationships or develop relationships with new clients. These may include client meetings, briefings, workshops, Q&A sessions, etc.
- Manages relationships with partners, clients, other managers, Global CSMs and other relevant bodies
- Develops outstanding working relationships with client contacts and gains their confidence through displaying professionalism and efficiency in all communications
- Responsible for the review / improvement of methods / procedures of managing day-to-day client relationship from a proactive, strategic and collaborative viewpoint

Productivity, Accountability and Efficiency
- Ensures that advice to clients is accurate and timely
- Possesses a wider understanding of the context within which immigration law and policy operate and is able to impart relevant knowledge to other members of staff
- Identifies relevant issues for each matter (legal and procedural)
- Demonstrates ability to research complex technical issues and formulate solutions, including completion of appropriate documentation
- Appropriate regard to firm protocols and the SRA Code of Conduct
- Informs Partners of issues of concern with clients in a timely manner
- Accepts responsibility for their work output and that of their team
- Learns from both positive and negative experiences and adapts behaviour accordingly
- Contributes and leads their team to enable completion and management of work

Communication
- Implements effective processes to manage workflow and shares with team
- Assists in the review/improvement of methods/procedures of managing day to day team and office processes
- Generates clear, well-organized written work-product internally and externally
- Conducts meetings to extract valuable information
- Effectively alters presentation style to suit the audience
- Gives performance feedback and criticism in a balanced, constructive and tactful manner
- Effective listener

Teamwork and Personal Leadership
- Manages the effective allocation of work within teams
- Identifies training and development areas within their team and communicates these needs along with suggested development outcomes to the Partner.
- Provides team members with direction in order to develop their skills and standards of performance
- Leads team to promote an efficient and effective culture
- Liaises with the team on workloads and suggest improvements/ solutions
- Adheres to the SRA Code of Conduct
- Accepts responsibility for their work output
- Communicates issues of development and performance related issues to HR and reporting Part

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