Client Services Manager - Business Centre

Summary about this job

Detail information about job Client Services Manager - Business Centre. Terms and conditions vacancy

Business Centre Client Services Manager

Purpose of the position
To lead the delivery of the client contact centre and service enablement functions for the MFBC, to ensure outstanding client experience to Departments managers and staff particularly through the initial stages of contact, and client self-serve. To ensure the MFBC has all the required enablement services in place including knowledge management, records management, service management processes and tools, in close collaboration with stakeholders to lead process and client service improvement initiatives to continually drive efficiency and service excellence.

Technical accountabilities
Client Contact Centre

• Oversee the provision of reliable, cost-efficient and high quality contact centre services in the MFBC across multiple channels and a variety of functions, to achieve client experience and business outcomes
• Ensure the achievement against key performance indicators for the Contact Centre.
• Enable the introduction of new services and changes to existing MFBC services by ensuring that the self-service and contact centre interface is fit for purpose, that clients are well informed of these changes and receive a seamless service when contacting the MFBC.
• Drive a communications, training and engagement strategy for MFBC clients, to keep clients up to date on how to access services, changes in policies and procedures and other relevant information. Service Enablement.

Service Enablement 

• Lead a team of service enablement specialists, to support the MFBC to achieve high levels of service excellence by increasing the ease of interaction for clients, and the resolution of enquiries quickly and effectively.
• Ensure the delivery of accurate, timely and client-centric knowledge and self-service tools and provide oversight to content management to ensure that it meets clients and business centre requirements.
• Lead ongoing improvement in the design, development and implementation of standardised reports for MFBC clients to capitalise on opportunities to improve service and increase efficiency.
• Oversee records management services for Department and drive digitisation of records for the MFBC across all services and functional areas.
• Oversee Service Quality reviews and the identification and delivery of MFBC continuous improvement projects.
• Manage the information technology applications for the MFBC including knowledge management and service management systems.
• Deliver comprehensive reporting of MFBC performance against service levels and key targets, monitor trends and provide advice on addressing service issues.

Service Management

• Manage the relationship with Digital Services (DS) partners to ensure close alignment of MFBC services with business requirements, and to identify service-improvement opportunities to drive down business costs and effectively support business capabilities.
• Manage the service introduction process, determine the MFBC fit of new Digital services, plan for the integration of new services, implement service integration, service go-live and stabilisation.
• Manage service delivery for existing services, manage client relationships, monitor and plan for changes in service demand, monitor the performance of services and manage service changes.
• Manage DS services review and evaluation, monitor performance data (client feedback and performance against service levels, transaction volume and cost etc) and provide direction to Team Manager Contact Centre to improve helpdesk performance.

Systems accountabilities

• Interactive Voice Response (IVR) system for the MFBC- overall ownership of the IVR for the MFBC and ensuring that the system meets the centre’s requirements
• Service Management Tool- overall ownership of the SMT for the MFBC and ensuring the tool meets MFBC’s evolving requirements.
• Knowledge Management Tool- overall ownership of the KMT for the MFBC, monitoring the effectiveness of the tool for clients and staff and drive initiatives to improve the tool and overall knowledge management.

Formal qualifications

Degree in Business or a related discipline and/or experience deemed equivalent.

Skills

• Strong expertise in shared services across multiple functions including information technology, finance, payroll, human resources, procurement and administration, especially in contact centre and knowledge management functions.
• Well-developed strategic stakeholder engagement, negotiation and influencing skills.
• Demonstrated ability to lead transformation and change and drive business improvement with measurable results
• Excellent leadership and management skills in multi-functional, adaptive and flexible working environments
• Demonstrated experience in successfully resolving complex issues arising from conflicting priorities and agendas involving diverse stakeholder groups.

Experience

A minimum of 7 years’ experience in shared services of which 3+ years’ experience was in a management role.

If you are interested in this position, please apply in the first instance