Client Liaison Officer

3 weeks ago


Sandton, South Africa Bidvest Bank Full time

**Primary Purpose**

To build, manage relationships with regional customers and ensure all operational, contractual obligations, compliance and Service Levels Agreements are always met.

**Minimum Requirements**

**Qualifications**
- Matric with Fleet Administrative experience
- Fleet Management Diploma (Ideal)
- Marketing or Sales Diploma or degree (Ideal)
- Previous client relationship management

**Experience**
- 3 - 5 years' experience within the Fleet industry, preferably within Leasing Environment and knowledge of the Road Traffic Act

**Duties and Responsibilitie**s include but not limited to**:
FINANCE

Revenue Protection
- Scrutinize CIS monthly to ensure all units on lease correctly billed to customers

Revenue Generation
- Identify new and additional initiatives within the scope of the contract

Debtors Management
- Improved Debtors Age collection rate, no invoices older than 60 days
- Ensure GRVs are issued for all outstanding invoices (revenue assurance)

CUSTOMER CENTRICITY

Customer Service Excellence
- Relationship management and building
- Accurate and timeous reporting in line with contract requirements
- Ensure customer requirements are attended to and action timeously.
- Logging of activity on relevant CRM tool
- Compulsory monthly business reviews.

Service Level Agreement
- Work closely with all internal stakeholders to ensure the Bank is achieving the minimum 95% target.

Query Resolution
- Maintain constant communication for quicker resolution times
- Manage escalated queries and resolve timeously
- Acknowledge customer communication within 8hrs of receipt

Know Your Customer
- Customer information must be always updated

Customer Queries
- Timeously resolve all customer queries

Customer Complaints
- All complaints logged and resolved within 48 hours with feedback to customers

OPERATIONAL EXCELLENCE

Replacement Plan

Actively manage the Vehicle Replacement Program:

- Timeous quoting
- Ensuring that all quotes are processed timeously to procurement for asset ordering.
- Ensuring the accurate and timeous approval of quotes
- RFQs must be loaded on MS Teams Tool
- Manage order status.
- Provision of quotes within 5 working days within the SLA
- End of Contract management

Contract Management and Reporting
- Timeous Report submission
- Manage client fleet utilization and restructure
- Facilitate adhoc requests
- No STR extension past 12 months
- Managed utilization in line with contracted parameters
- Support MMU in managing outstanding POs
- Manage ETA and delivery of new vehicles with internal stakeholders
- Preparation of monthly customer reports for discussion

Compliance
- Obtain BRN/Proxy documentation on a quarterly basis
- Ensure all license discs are obtained and delivered to customers before expiry

Odometer Readings
- Preparation and presentation of monthly odo file in time for running of variable billing

LEARNING AND GROWTH

PDP and Training
- Have a formal PDP and proactively manage
- Achievement of objectives/milestones set out in the development plan
- Contribute to overall team outputs
- Identify any training needs
- No outstanding compulsory training

Employee Net Promoter
- Level of satisfaction by employees

**_This position is advertised in line with our commitment to Employment Equity._



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