Client Operations Liaison Specialist

1 month ago

Cape Town, Western Cape, South Africa Nermai Solutions Full time

We are seeking a seasoned Client Operations Liaison to join our team at Nermai Solutions. As a key member of our operations department, you will play a vital role in managing client relationships, optimizing operational processes, and driving client satisfaction.

Key Responsibilities:
  • Client Relationship Management: Act as a primary point of contact for clients, providing exceptional support for all operational and service-related matters.
  • Research & Analysis: Conduct thorough research to resolve client issues or improve processes. Analyze client data, including call centre metrics, to formulate improvement strategies.
  • Training & Documentation: Develop and write comprehensive training manuals, conduct on-site training sessions, and ensure teams are equipped with the knowledge and tools to perform their roles accurately.
  • Process and Procedure Development: Create efficient processes and procedures for clients, including designing flow charts to streamline operations.
  • Client Satisfaction: Monitor client satisfaction through regular follow-ups and resolve any client issues or concerns. Work with clients to understand their evolving needs and provide proactive solutions.
  • Scheduling & Meetings: Plan and schedule monthly or weekly meetings with clients to discuss performance, provide updates, and address any issues.
  • Client Strategy & Reporting: Collaborate with internal operations and client managers to prioritize projects and identify critical tasks. Formulate and execute strategies to address client needs. Provide daily, weekly, and monthly reports to internal management detailing client progress, results, and strategy implementation with timelines.
  • Recruitment Support: Assist with recruitment for clients as needed. Collaborate with the recruitment partner to ensure the best candidates are sourced and placed within client teams, including assisting client management teams to formulate strategies on employee motivation, retention, and coaching.
  • Customer Service & Staff Management: Provide training on customer service excellence and staff management, ensuring compliance with relevant guidelines, policies, and processes.
  • Continuous Improvement: Analyze interdepartmental processes and suggest or implement improvements to optimize performance for clients. Coach applicable employees on route cause analyses and improvement planning.
  • Communication & Confidentiality: Maintain excellent communication with clients and internal teams, ensure confidentiality of sensitive information, and demonstrate a strong ability to resolve issues effectively.

The ideal candidate will possess a proven track record and 5+ years of experience in client operations, customer service management, team leadership, and recruitment. Experience in training development and delivery is essential. Familiarity and experience with process improvement methodologies are also desirable.

Nermai Solutions offers a competitive salary range of $70,000 - $90,000 per annum, depending on location and experience. In addition to a comprehensive benefits package, we offer hybrid working arrangements when not required at client premises. Travel may be necessary to client premises.

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