Service Relationship Manager
6 days ago
Company Description
**Experian’s a leading Analytics Enterprise**
We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish - and we’re not done
**Our 17k amazing employees in 40+ countries** believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow
To do this we employ the greatest and brightest minds that share our purpose and want to make a difference. We’re avid problem solvers. We embrace our diversity yet share similar values and growth mindsets
**What’s your next professional and personal goal?** Let Experian help bring this to life
Job Description
Our Service Relationship Manager is responsible for driving Client Advocacy and Satisfaction for our most strategic Clients and Partners. As a Service Relationship Manager, you will be passionate about Service and delivering real results, putting our client’s needs at the heart of everything you do. You will excel at developing strong relationships across a global geography. As the Voice of the Client, you will be their advocate in the business, working pro-actively to lead and drive continual service improvement across the end to end client journey to drive value and create client loyalty. You will take ownership for delivering measurable improvements, developing creative solutions and working collaboratively orchestrating and influencing stakeholders across the Market, Regional and Global internal teams. As the in life Operational Single Point of Contact for the client, you will provide consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for client escalations, managing them through to a successful conclusion with both the client and Experian. You will successfully engage, support and influence client key stakeholders becoming an expert in understanding their business, solutions and needs, seeking opportunities to develop and enhance our business and service relationship and their solutions to deliver greater value, sharing Experian / Best Practice within the client’s environment. As our Service expert in the market, you will be the guardian of our SLA documentation, supplying these for deals and supporting bespoke client support requests, seeking to understand client requirements and needs, propose appropriate options and engage the right areas for guidance and approval.
Qualifications
- NQF Level 4 Matric (Grade12)
- Information Technologies related degree / diploma would be strongly preferred
- Minimum 5 years of experience in a customer facing management role
- Minimum 5 years within a Service Environment
- Customer Management, negotiation & Influencing skills
- Demonstrable success in delivering measurable Results and benefits to business and clients
- Experience in client management from operational to senior management levels
- Experience of Leading client-facing service reviews and developing workable improvement plans
- Managing complex operational / business issues working in a multi-national matrix environment
- Excellent analytical skills: ability to analyse, report and review solutions / service performance, spot trends and make recommendations
- Skills improving customer experience through long term client relationships
- Demonstrable sales support success in IT solutions
- ITIL Certificate would be desirable
- Experience in similar industry would be desirable
- Working across multiple countries and culture would be desirable
Additional Information
**What you’ll need to bring to the party**
- Client Focused
- Pro-active
- Collaborative approach
- Positive Can -Do attitude
- Accountability and Responsibility for delivering results
- Excellent Interpersonal skills with Strong Emotional Intelligence
- Communicating with Impact
- Customer Centric positive approach
- Ability to think and work strategically
- Ability to balance priorities
- Ability to multitask under pressure
- Integrity and Trust
- Results driven
- Business oriented
- Agility and Flexibility of approach
- Commercial Awareness
- Self-starter
**What you’ll be doing**
- Service Review Management - Planning, preparation, and performance reporting.
- CSI (Continuous Service Improvement) - Creating, tracking, updating, and owning live Client Improvement plans and the delivery of measurable improvements across all areas of the client journey
- Risk identification and management
- Client Escalation - Resolution Ownership and reporting.
- NPS - Owning our NPS cycle with our clients, driving participation and response rates, ensuring all feedback is responded to and developed into measurable a
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