Client Engagement Manager - Transformation - HR - Finance - Payroll - Accounting - Procurement - Business Process Outsourcing - BPO - Continuous Improvement - SC Cleared - Public Sector - Central Government - Home Based (With Travel) - £55k-£65k Base + Car Allowance + Benefits
** current SC Clearance is highly desirable for this position but not essential**
Are you currently working in a customer centric role? Enjoy customer retention and forming relationships with your clients? Concept are currently recruiting 2x Client Engagement Managers for an industry lead BPO who are delivering best in class business transformation programmes in the Public Sector. They have established and track-record in the design and delivery of large-scale innovative HR, Payroll, IT and Finance/Accounting solutions to significantly improve efficiency's and enhance service levels across Government and the wider Public Sector. The Senior Service delivery Manager will be the first point of contact and will build and maintain strong and trusted relationships with their client portfolio. The role will need to develop close working relationships with the delivery teams to maximise business relationships and to develop, lead and deliver trusted client engagement models.
To own and develop client relationships in order to position my client as a strategic partner of choice and maintain strong communication channels between the delivery teams, third parties and the client.
Understand client priorities and set up plans that ensure delivery of business services and programmes.
To act as a point of contact and provide relationship ownership and continuity for the designated client, aligned to the overall account plan. You will be the point of escalation for any client issues, and handle partner concerns through to satisfactory resolution.
Collaborating closely with partners and delivery teams to ensure effective delivery of service to the client and ensure high levels of client satisfaction and perception are achieved and maintained within designated client.
Providing strong leadership to create a service excellence culture ensuring NPS is a key measure of success across the Service Management Team.
Create client Performance Management Packs, ensuring that all content is accurate, valuable, and provided to the client within agreed timescales and lead the Post Go Live Support period of any major project/system implementations.Required skills
You need to have:
Excellent client or account management experience, with shown ability to build and maintain strong and healthy client relationships while Building trusted and value-based client relationships across clients to improve visibility, influence and effectiveness.
Excellent communication skills, understands different partner groups and audiences and communicates optimally.
Strong partnership qualities, encourages and enables cross-departmental working and recognises and encourages others to seek opportunities to improve processes and systems.
Identifies and handles problems optimally and through to successful resolution.
Encourages changes in the client organisation's use of the products and services supplied to increase the benefits it obtains from them, and support client retention.
Working with senior management, recognising threats/opportunities and future trends in business.
Experience of delivering HR, Payroll, Finance / Accounting, Procurement and IT solutions within BPO
Experience of working in a BPO and/or Public Sector/Central Government organisation is essential
Qualified in ITIL (Advantageous) and a Strong background in Service/continuous improvementIf this role is of interest then please send your CV for a confidential chat