Overview of the Role
The purpose of the Client Services Manager (CSM II) is to motivate, inspire, and support the team members. The CSM II encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM II aids the ability to conduct operations to the highest standards without being operationally technical themselves.
Major Responsibilities
- Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members
- Responsible for the management of attrition, absenteeism, and leave.
- Responsible for completing progress reviews and co-creating a career development plan with team members.
- Responsible for effective Performance Development and Performance Management needs.
- Provides coaching and feedback to all team members.
- Effectively embeds leadership framework.
- Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and
- Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
- Serves as the first point of contact for Clients and is responsible for each engagement.
- Supports and monitors the success of new task transitions and team member promotions.
- Manages contributing factors to client churns and calls out challenges that will require corrective actions
- Leads Client Performance Reviews and Escalations Discussions
- Lodges and is responsible for client-initiated team member travel requests
- Tracks and manages key metrics to support Team Member development, management and leadership, to ensure retention and development of Team Members
- Responsible for the delivery of service commitments to Client, based on the Client contract, SLAs and internal scorecards.
- Drives Team Member engagement with CSR Activities and Environmental Consciousness initiatives that support acquiring and maintaining B Corp certification; and
- Establishes and contributes to the creation of the VBP Knowledge Tool in collaboration with the Client Experience Team.
Requirements
- Proven work experience as a supervisor or similar role
- Excellent communication and leadership skills
- Organisational, decision-making and time management skills
- Confidence and skillful negotiation skills
Benefits
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
