Client Services Lead
8 months ago
**Job title**:
Client services lead - senior management
**Department**:
Client Services - Sales
**Reports to (Function)**:
**Dual reporting line**: Operations manager and CEO.
**Job Purpose**:
The main objective of the client services lead is to ensure client retention and the growth in/of services supplied to and charged to the client base by CBR. This is achieved through the management of the performance of the client services team, requirements for retention, new business, and upselling on existing portfolios.
The Client Services Lead will ultimately be responsible for maximising customer satisfaction and increasing client use of CBRs products or services. And will serve as a manager, mentor, and thought leader who oversees customer support and delivery of the client services team.
The above will be achieved by implementing strategy, insights, required Digital training, and mentoring that is directed to adequately manage existing and new client portfolios. The Client Services Lead is required to maintain professional relationships both internally and externally with the clients, provide insights that support the product services offered by CBR and ensure that the outputs of the Client Services teams meet the set objectives of the client.
Fundamentally he/she will be responsible to support and grow company revenue accordingly and in alignment to objectives set by CBR.
Key Objectives
Internal client services management and operational support of the assigned team.
Upskilling and training the client services teams in all areas, including but not limited to digital training, product knowledge, analytical thinking, best practice, client portfolio management and directing overall objectives of Exco to achieve maximum outputs and customer satisfaction.
Responsible to manage and support client services in order to achieve maximum revenue (retention, upsells/ new business).
Liaison between client services team and digital team, to direct required delivery outputs, implement understanding and ensure processes and procedures follow correct channels allowing for efficiency and adequate management of resources and timelines.
Liaison between client services and other departmental heads to facilitate and manage all client queries as a point of escalation for CSMs.
Upper-level relation building with the new business executive.
Oversee hours Recons and SLAs in conjunction with new business and the CEO.
Manage and facilitate all executive communication channels.
Price Modeling, proposals/ SLA drafting and experience with client presentations.
Above-the
- line media planning would be an added advantage.
Data analytics and interpretation would be an advantage.
Research to provide insights and implement strategies accordingly to ensure CBR rem ains top of mind with client.
Key results
**Performance will only be satisfactory when**:
Develop and implement best practices to drive consistently strong ROI and ease of doing business and to scale for anticipated growth and drive upsells accordingly with team.
Develop and execute service strategies tailored to client needs, team development, and revenue objectives in consultation with Head of Digital, New Business and the Operations manager.
Monitor account performance for optimal ROI, client satisfaction, competitive analysis, and future strategy building linked to generating additional revenue for CBR.
Provide a support role to client services and digital by conducting research and gathering data on clients, the market and the competitive environment, in order to identify key improvement areas in client account management and maintenance.
To supervise, track and evaluate all day-to-day activities of client service’s managers, which will include but not limited to performance management, managing and re-assigning client portfolios in consultation with operations manager, identifying opportunities with CSM and digital within portfolios, manage and groom client services relationships with assigned clients in portfolio.
To develop and implement, where necessary, Inter-departmental processes that pertain to the CSM department in order to increase productivity, resource allocation and efficiency within the agency and delivery to clients. This will include but not be limited to nurturing and growing internal relationships with all HOD’s, identifying collectively where CSM’s are lacking in knowledge and understanding of products and services.
Support and translate digital requirements and understanding within Client services.
Obtain ongoing client and partner feedback to assess performance against organizational objectives
Engage with Manco team to represent business results and advocate for required client needs.
Run recruitment and evaluation process within Client services, identifying resource management and capacity planning based on new and existing business.
Understand and train client services (and/or client) on product offering, tools, campaign management workflow and/or
-
Client Service Change Lead
6 months ago
Johannesburg, South Africa IG Group Full timeJob Title Client Service Change Lead **Job Description**: Client Service Change Lead As Client Service Change Lead, you will establish and develop a best practice framework to enable the ongoing delivery of improvement initiatives to the Client Servicing capability. You will focus on achieving IG's service objective through deliverables which are aligned...
-
Ras Client Services Team Lead
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description To lead a client facing team of professionals by ensuring delivery of quality and consistent service to the organisation’s internal and external stakeholders To proactively manage the team's day to day deliverables and ensure the team meets and exceeds client agreed turnaround times on all requests received - Enable the team to service...
-
Client Service Consultant
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Dear Future, Client Service Consultant Are you someone who can: - Manage costs / expenses within approved budget to achieve cost efficiencies - Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions - Manage existing clients and grow portfolio through making contact and...
-
Client Service Consultant
2 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future Client Service Consultant Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in Wealth and Investments, you will be surrounded by unique talents, diverse minds, and an adaptable...
-
Client Service Consultant
7 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future Client Service Consultant Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in Wealth and Investments, you will be surrounded by unique talents, diverse minds, and an adaptable...
-
Client Service Manager
4 weeks ago
Johannesburg, South Africa TMF Group Full timeAbout TMF Group TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and...
-
Senior Data Analyst and Client Service Lead
1 month ago
Johannesburg, South Africa The Incentive Company Full time**Job description**: Senior Data analyst & Client Service lead **Reporting to**: Client Director At The Incentive Company, we are passionate about improving people's performance - about rewarding them for their efforts and about achieving great results for our clients. We believe that people perform better when motivated, and that engaged staff improve a...
-
Client Lead
2 months ago
Johannesburg, South Africa VML Full time**Who We Are**: At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency,...
-
Client Service Manager
6 months ago
Johannesburg, South Africa Rocket Creative Design & Display Full timeRocket Creative Design & Display is powered by its successful client service team, and we're on the hunt for a qualified client service manager to drive sales and growth. You will be responsible for taking charge of a small, experienced team and, with management, formulating and implementing strategies. You will need a formidable understanding of all client...
-
Client Lead
2 months ago
Johannesburg, South Africa VML Full timeWho We Are: At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part...
-
Client Service Advisor
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Client Service Advisor Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team in FNB Retail COO, you will be surrounded by unique talents, diverse minds, and an adaptable environment that...
-
Client Service Specialist
3 months ago
Johannesburg, South Africa FirstRand Full timeJob Description To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests Deliver individual results through personal effort and skill Build and maintain strong relationships with our internal and external stakeholders - Drive significant growth and profitability in...
-
Client Service Advisor
6 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Service Advisor** Do you have Client Advisory experience? Ready for your next career move? We are hiring! Aon South Africa is recruiting a Client Service Advisor in our Risk Solutions department; this is a hybrid role with the flexibility to work both virtually and from our Sandton Office. The role of the Client Service...
-
Client Services Manager
5 days ago
Johannesburg, Gauteng, South Africa Dananda Talent Full timeAbout UsDananda Talent is a leading provider of IT, PABX, and telecommunication solutions. We are committed to delivering exceptional customer service and building long-term relationships with our clients.Job DescriptionWe are seeking a highly skilled Client Services Manager to join our team. In this role, you will be responsible for developing and...
-
Client Service Advisor
6 months ago
Johannesburg, South Africa Aon Full timeClient Service Advisor Do you have Client Advisory experience? Ready for your next career move? We are hiring! Aon South Africa is recruiting a Client Service Advisor in our Risk Solutions department; this is a hybrid role with the flexibility to work both virtually and from our Sandton Office. The role of the Client Service Advisor is to work closely...
-
Client Service Advisor
6 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Service Advisor**: Ready for your next career move? Experience in Professional Indemnity? Read on! Aon South Africa is recruiting a Client Service Advisor in our Professional Risks department, based on a hybrid basis, at our head office in Sandton. The role of the Client Service Advisor is to work closely with Client Manager/...
-
Client Service Specialist
2 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future Client Service Specialist Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in FNB Credit Card you will be surrounded by unique talents, diverse minds, and an adaptable environment that...
-
Client Service Specialist
2 weeks ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future Client Service Specialist Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in FNB Credit Card, you will be surrounded by unique talents, diverse minds, and an adaptable environment...
-
Client Services Consultant
3 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Services Consultant**: Are you ready for the next step in your personal lines insurance career? Passionate about client service? Read on!! Aon South Africa is recruiting a Client Service Consultant in our High Volume Client Service Centre based on a hybrid basis from our Head Office in Sandton. The role of the client service...
-
Client Services Consultant
6 months ago
Johannesburg, South Africa Aon Corporation Full timePosting Description: **Client Services Consultant**: Are you ready for the next step in your insurance experience? Do you have personal lines and commercial experience? Passionate about client service? Read on!! Aon South Africa is recruiting a Client Service Consultant in our High Volume Client Service Centre based on a hybrid basis from our Head Office in...
