Client Experience Manager - Cape Town Region
Onex is hiring a highly experienced Client Experience Manager, to manage the service delivery to customers in a seamless manner to meet and exceed customer expectation in an efficient and cost-effective manner, achieving SLA targets and meet contractual obligations. They will also oversee projects and standards to ensure a uniformed and optimized customer environment. Experience At least five 5 years active experience managing operations and service delivery in customers environment of complex multidiscipline nature. At least two 2 years program management experience implementing complex multi-disciplined projects. Project manager exposure or having managed projects. At least two 2 years’ experience leading multicultural teams in a service delivery environment. Understanding and exposure to service management tools as well as monitoring tools. Proficiency in MS Office suite with Power BI an added advantage. Responsibilities Take accountability for overall service delivery and customer experience. Build strong customer relationships and with all delivery organizations, internal and external. Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise. Take accountability for the financial wellbeing of the account. Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience. Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to Onex process and procedures. Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties. Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams. Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project. Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed. Ideal qualification Post Graduate Degree/Diploma in Electronics / Communications sector. ITIL Practitioner / Manager Leadership Training Proficient in-Service Management Tools If you are passionate about service delivery and enjoy working in a dynamic and collaborative environment, we encourage you to apply for this exciting opportunity. Join us at Onex and contribute to the development to client management solutions that drive business success.
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