Manager, Client Services Resume Samples

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J Lubowitz

Jocelyn

Lubowitz

73569 Rippin Circles

Dallas

+1 (555) 580 1249

73569 Rippin Circles

Dallas

Phone

p +1 (555) 580 1249

Experience Experience

Boston, MA

Manager Client Services

Boston, MA

Lynch, Mante and Tremblay

Boston, MA

Manager Client Services

Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions
Supports team with prioritization of workload and manages flexing of workload across global team
Establish service quality standards and metrics to drive continuous improvement
Develop metrics to evaluate productivity and manage the Client Service teams
Manage team of Client Program Manager(s) and Client Service Expert(s)
Establishes and implements client management best practices to be shared with the team
Provide ad hoc reporting as requested by senior management

Chicago, IL

Manager, Client Services

Chicago, IL

Lind and Sons

Chicago, IL

Manager, Client Services

Work with technical staff to prioritize development work and manage resources to ensure timely completion of development work
Provides workflow management for Client Service projects by prioritizing work, coordinating workflows and providing quality assurance
Create and maintain a work environment that encourages teamwork and rewards employees for exceptional performance
Develops metrics that provide data for process management and indicators for future improvement opportunities
Provide feedback to management concerning possible problems or areas of improvement
Provides leadership in developing and continuously improving the client services workgroup in accordance strategic and financial goals of the institute
Work in collaboration with associate to establish Individual Development Plans

present

San Francisco, CA

Senior Manager, Client Services

San Francisco, CA

Lowe-Deckow

present

San Francisco, CA

Senior Manager, Client Services

present

Troubleshooting & solving common technical problems and addressing incoming client issues, training direct reports to do the same
Establishing clear focus and ease of process with the reporting team
Developing and maintaining an expert-level proficiency in the Integral tool set and setting the same standard of knowledge across the team
Work closely with BuzzFeed Creative and other cross-functional teams to manage and launch programs
Recommend technology enhancements to the National Office group (Senior Manager, Operations) as it relates to supporting servicing of the Automotive Finance clients
Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere
Actively support the Bank’s participation in Automotive Captive Finance Programs to capitalize on relationship building and improving the service offering

Education Education

Bachelor’s Degree in Business

The Ohio State University

Bachelor’s Degree in Business

Skills Skills

Strong ability to multitask with a high level of adaptability
Proven leadership capability with a strong results orientation
Strong ability to plan, organize and manage multiple projects/assignments at one time
Extreme attention to detail and strong sense of urgency in completing tasks
Ability to understand the “audience” (customers) profiles early-on; prepare, communicate, & present to “audience” accordingly
Demonstrate a healthy understanding of the digital media ecosystem and the ability to communicate effectively with both digital and non-digital professionals
Ability to develop and deliver high quality presentations in person and over the phone
Ability to develop and motivate a high performing team through strong leadership and management skills
Technically oriented, detailed and comfortable with ambiguity
Excellent communications skills (written and oral) including the ability to negotiate and influence

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Manager, Client Services Resume Examples & Samples

5 years experience in live, studio television production experience
7 years experience in desktop support and operational experience in broadcast studio and production control room
Excellent troubleshooting and problem resolution skills
Solid understanding of networking technologies and their implementation in a broadcast environment
Must have proficient computer skills, including Apple, Outlook, MS Word, Excel
Must have strong administrative and organizational skills
Must have managerial skills
Bachelors Degree in Communications, Engineering or equivalent field
Work well under pressure, including tight deadlines
Clear communication skills with the ability to be effective across diverse groups throughout the company and external vendors
Ability to work in a fast-paced, team oriented environment and manage multiple tasks simultaneously
Ability to work well under pressure and with tight deadlines

Manager, Client Services Resume Examples & Samples

Manage Business Aligned Client Services Team including Technical Leads and Analysts
Maintain solid business relationships
Identify, document, and maintain list of department leaders & key business contacts
Develop relationships with business leads and contacts
Attend departmental meetings as requested
Seek out and communicate upgrades impacting the workplace
Includes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.), and core compute team (mostly network/file related)
Communicate to client services team and business users
Manage high priority issues and escalations with multiple user impact till closed and communicated to CS team, Business Engagement IT Teams, and Business
Manage overall health of the queue; Re-shuffle resources where/when needed and intervene/reassign tickets missing SLA’s to tech leader. To ensure tickets are being handled in a timely fashion. Reference backlog metrics
Oversee and initiate workplace related projects with CS team including PC/Mac refreshes, upgrades, office moves, etc
Provide technical training plan for all CS Analysts and Tech Leads
Monitor metrics including ticket service levels and customer satisfaction (VOC); Share with business, Business Engagement IT Teams, Technical Account Managers and Client Service Team via the Client Presentation Dashboard
Own high priority and complex workplace issues through resolution; Share results with the CS Director and when appropriate communicate with Client, Technical Account Manager and Business Engagement IT teams. A CS team member or the CS director monitoring the queue will escalate to Tech Leader
Partner with Workplace Technology team to
Learn of new workplace technologies and changes to existing (i.e. Windows7, Office 2010, iPhone5). Create a training plan which requires training from CBTs and Classes etc
Coordinate certification of new workplace hardware and software including devices (leverage existing CS, Technical Account Managers, and Business Engagement IT Teams for testing)
Collaborate with CS Coordinator on any deployments (or upgrades)
Provide feedback loop to WorkPlace Technology Team for anomalies and inconsistencies
Provide workplace tool recommendations where standard workplace offerings don’t meet business needs (engage Business Engagement IT Teams & Workplace Technology for brainstorming where needed)
Provide approval on hardware and software procurement requests (i.e. PC Refresh, Hardware, Software, Printers, etc.)
Assist CS analysts in load balancing tasks or escalations when not attending to one of the above tasks
Maintain understanding of Business Engagement IT Team's systems used by business and supported by the team (share information with CS team); Point person for application owners regarding system/workplace compatibility questions
Provide feedback from end users to their Client Services Director
Requires 7 or more years of experience in progressively responsible information technology positions.. A bachelor’s degree in computer science, business administration or other relevant field is a strong plus
Strong capability to perform data analysis on metrics and trends in tools such as Excel or Access or their equivalent
Excellent teamwork skills with the ability to effectively interact with managers, directors, and vice presidents
Experience with vendor-managed solutions and third-party team resources
Organized and detail-oriented with ability to manage own work as well as track the activities of others
Ability to overcome obstacles and develop resolutions to complex problems
Ability to influence internal and external team members without direct reporting authority
Strong written and verbal communication skills with ability to relate complex information to both technical and non-technical audiences
Proven record of demonstrating self-initiative and working independently with little supervision
Excellent project management & leadership skills with demonstrated planning & organization capabilities

Team Manager, Client Services Resume Examples & Samples

Supervising of brokerage interactions, the scheduling and delivery of third party advice, counseling and servicing for the retirement and mutual funds, and referrals to business partners such as Individual Advisory Services (IAS) Private Asset Management (PAM), TC Life and After Tax Annuities, etc
Promoting staff development, training and advancement opportunities that improve sales, counseling and servicing quality and succession planning
Executing the vision and strategic direction for the unit to competitively meet customer needs and achieve product and service goals
Collaborating with colleagues in the Participant Services Group (PSG), as well as in Product Development, Marketing, Operations, Systems, Legal and Compliance to ensure that TIAA-CREF has the products and services to effectively and efficiently meet customer needs
Strong management, leadership and personnel development
Sharp focus on consultative sales principles, sales & pipeline management, and distinctive service
Strong mentoring and sales coaching skills
Sound decision making and judgment
Strong organization, time management and project management abilities
Excellent team building and teamwork
Consistently build effective networks amongst internal lines of business
Be a proactive agent of change; process improvements and efficiencies
Strong inter-personal, diplomatic and negotiating skills
Excellent communication skills (verbal, written, active listening). Able to interact effectively at all levels within the organization
Software skills with Siebel, internal systems (Plan Rep, Power Image etc.)Word, Excel, PowerPoint / Visio
Comprehensive understanding of TIAA-CREF Brokerage Services
Strong knowledge of TIAA-CREF advice and guidance offerings
Working knowledge of the Consultative Sales/Service Process
Working knowledge of TIAA-CREF policies and procedures
Strong knowledge of contact center operations and industry standards
In-depth knowledge of all TIAA-CREF products and financial services
Knowledge of the TIAA-CREF organizational structure and each area’s responsibilities
Understanding of TIAA-CREF business plans and financial goals
Planning and implementation
Proactive, performance and results oriented
Troubleshooting and problem solving
Flexible and innovative
College degree required, MBA preferred with continuing education in financial services and business management
3 years’ experience managing a professional staff in a financial services environment is desired but not required

Assistant Manager, Client Services Resume Examples & Samples

Create through demonstrated action and attitude, an environment that fosters a “client first “mind set, teamwork, client empathy, involvement and end to end ownership of inquiries
Responsible for opening and closing new accounts on all systems (Sales Platform, CME, etc.) capturing all OBDA information, ensuring all documentation is received to support the account opening according to folios
Responsible for enrolment of all product and services offered to Dominion Securities, Investor Services and Royal Trust clients including the Cash Management Products, I&TS products, RBC Canadian Banking products and capturing all exception processes are followed
Responsible for creating new contracts and accurate entry of pricing elements into the BCRMS system and CME system
Efficiently investigates and resolves all client inquiries with respect to day to day transactions, wire payments, account inquiries and image requests
Effectively communicates with clients, relationship managers and service partners on operational issues
Proactively escalate issues/concerns as required and provide alternatives and/or solutions as appropriate
Identify services and processes that expose RBC to potential revenue leakage and refer or escalate as required
Accountable for all AML compliance, KYC due diligence and documentation accuracy
Enhance RBC reputation through clarity of communication with each client interaction
Consistently adapts to changing business environment using sense of urgency to deliver high level of quality service within established time frames and manage unresolved issues promptly
Support team information gathering for client service reviews and RFP/RFI’s
Support with documentation activities as it relates to new business
Adheres to high level of quality for all AML impacted activities; measured against quality assurance metrics as detailed by I &TS

Service Manager, Client Services Resume Examples & Samples

Primary point of contact for the end to end service routines and operations process/fulfillment management for DS, IS and RT clients, having clear Client First focus and continuous improvement mindset to support business strategies
Works closely with assigned Investor & Treasury Services Relationship Managers and DS, IS and RT clients to build, implement and sustain client servicing needs, in collaboration with I&TS – Banks, Brokers & Exchanges Account Management
Possesses sound knowledge and understanding of related business products and services
Prepares and in partnership with the Account Manager, delivers regular Service Reviews for DS, IS and RT clients as identified by Account Management team
Demonstrate authenticity and trust in people leadership, understanding each employee as an individual and customizing your approach to motivate higher performance
Ensure skills/knowledge/accreditations where applicable, of self and team are up-to-date and supports employees in achieving and maintaining target proficiency level
Through coaching and use of resources build employee capability across all elements of the mandate. Partners with employees to build tailored development plans within TalentLink
Ensure performance assessment discussions are completed with all employees, performance against mandate, trending for short term incentive and assessment of proficiency
Support employee development and career planning by helping team members navigate through career options, providing clarity and guidance on developmental activities. Demonstrate genuineness by removing barriers and create an environment for success
Leads organizational change using effective communication to create awareness and desire for the reason for change and supporting capability development to ensure employees have the knowledge and ability to execute the change. Follows-up frequently to reinforce adoption

Manager, Client Services Cable Resume Examples & Samples

Requires 5 or more years of experience in progressively responsible information technology positions.. A bachelor’s degree in computer science, business administration or other relevant field is a strong plus
Demonstrated understanding of Windows 7, Microsoft Office, Mac OS, ticket management systems, and desktop lifecycle management systems
Ability to work in a high stress and demanding environment
Superior customer service skills
Strong written communication and oral presentation skills
Experience within media entertainment industry
Ability to manage through competing/conflicting requests and obtain consensus
Ability to translate business process needs into clear technical requirements
Strong character exhibiting company core values: Integrity, Creativity, Teamwork, Pioneering Spirit, Ownership

Manager, Client Services Engineering Resume Examples & Samples

Responsible for Desktop Imaging; including but not limited to operating system integration and support, operating system patching, licensing true-ups, firm ware patching, Security hardening of the environment, and packaging desktop applications for distribution to the clients
Responsible for setting the desktop hardware standards in conjunction with lifecycle management
Responsible for the support and operation of the tool which is used for software distribution, currently Microsoft’s SCCM product
Responsible for the entire eMail environment; including but not limited to system support, version upgrades, system patching, any legal hold requirements and system hardening
Bachelor's degree in Computer Science/Information Systems or equivalent combination of
Typically has 10-15 years of IT and business/industry work experience, with at least 5 years

Manager Client Services Resume Examples & Samples

Previous experience as a Branch Administrator in a brokerage
Previous experience leading change and creating a winning culture
Proficient MS Office Suite

Associate Project Manager, Client Services Resume Examples & Samples

Candidates must possess a BA in Marketing, Advertising, Project Management or other related fields
4-5 years of experience working in a fast-paced, highly collaborative team, with demonstrated experience in client contact and project management
Excellent computer skills needed (Microsoft Office Suite & PowerPoint)

Manager, Client Services Resume Examples & Samples

Clearly and continuously communicate expectation and priorities to achieve business results
Engage others by providing a clear line of sight to GI goals aligning individual, team, departmental and organizational goals
Manage employee performance including both results and behaviors and provide on-going feedback
Display commitment to growing talent and future leaders through coaching and differentiated development
Continually monitor employee performance and address outliers through action planning and appropriate performance counseling as needed to improve performance
Clearly communicate service metric goals to internal and external business partners in order to remove barriers to service and to share best practices and identify process improvements/training needs that enhance our ability to properly service our customers and meet all service goals and targets
Establish monitoring mechanisms to ensure objectives are met. Continually monitor team performance and implement action plans to address outliers
Work with business partners to identify and implement process improvements that will improve the customer experience and enhance the working environment for the team
Establishes strong partnerships with functional areas in Service Organization to ensure a positive customer experience is provided
Ensures continued focus on documenting internal policies and procedures
3+ years Customer Service background specifically client facings and operations management experience
FINRA Series 6 and 26 preferred, not required. Must obtain licenses within 120 days of hire
Understanding and knowledge of Group Life service administration is a plus
Leadership experience in the Group Insurance Industry a plus
Experience with Variable Products a plus
Strong technical background with a demonstrate ability to utilize technology to enhance efficiency
Demonstrated ability to formulate and execute business strategies to meet long-term / short-term goals
Demonstrated experience in quantifying results and improving capacity
Strong Talent Management focus with an emphasis on developing leadership bench strength
Must be able to motivate and energize staff
Must have proven track record for delivering excellent customer service
Superior leadership skills, innovation, vision and influencing
Excellent organizational as well as written and verbal communication skills with the ability to multi-task

Manager, Client Services Global Fund Services Resume Examples & Samples

Responsible for managing CSDM’s performing client service
Collaborate with counterparts in EMEA to leverage best practices and
Executes strategic direction of business
Consistently displays a balanced, cross-functional

Manager, Client Services Resume Examples & Samples

5+ years financial service experience with background in Defined Contribution, Defined Benefit, and Non-Qualified Benefit products
Minimum of 2 years management or supervisory experience preferred
Self-starter who demonstrates courage to drive positive change
Strong partnering, negotiation, and influencing skills
Open to new approaches and is adaptive and receptive to change
Successfully manages/leads projects from inception to completion
Must be willing and able to travel as needed for client meetings and sales presentations (<20% of time)
Must obtain FINRA Series 6, 63, and 26 within 120 of hire

Manager, Client Services Resume Examples & Samples

Staffing, training & management of Account Managers and Sales Coordinators for USA Today and USA Today Sports Media Group
Must oversee and enforce all sales policies via media plan reviews, participation in high level programs, collaboration with project teams, etc
Participation in digital sales’ rate discount review and pricing approval process, working with Pricing and Planning team
Collaborate with Ad Solutions and Sports Ad production teams to develop process and best practices on creative build-outs, working with Account Management team on project management of these processes
Project participation as key stakeholder for sales/account management groups - evaluation, selection, requirements gathering, configuration, migration, training and implementation
Collaboration with AdOps and Inventory teams on efficiencies as they relate to order entry and inventory management and reservation
Assistance in Salesforce administration with regard to process enforcement, requirements and enhancements
Involvement in sales process and policy – create/update, train, implement, enforce
Ad hoc decision-making/approval for sales process exceptions
Ad hoc support for reporting or presentation needs for upper Sales management
Serve as backup for Client Services team members, as well as team management, as needed
Experience working with research, sales and operations to execute solutions
Excellent analytical and interpretative skills
Strong knowledge of online media (preferable to have direct experience in AM role)
Confidence in decision-making abilities and approach
Must be able to work in a fast-paced, high-pressured, dynamic environment, with tight deadlines
Must be able to constantly prioritize workload with minimal supervision and manage multiple projects
Must be a team player and key strategist
College education
5 years working experience in digital advertising
5 years previous work experience in the media/publishing industr
5 years previous work experience working with sales personnel
Skills: Microsoft Office (Outlook, Word, Excel, Access and Powerpoint), CRM, Order Management/Workflow system

Marketing Manager, Client Services Resume Examples & Samples

Partner with sales to develop innovative, market-leading ideas and write proposals for current and prospective advertisers that could include online, social media, mobile, app, and emerging media elements that leverage editorial, custom content, and external partnership opportunities
Respond to RFPs and successfully develop strategies for integrated programs that include rich media, original video content, mobile, social media, and event components
Collaborate with Quartz's growth marketer to create social amplification strategies to extend the reach of partner content
Continually identify emerging trends in digital advertising, and work proactively across the marketing department to turn them into innovative new platforms
Work with the Director of Branded Content and Creative Services to elevate program executions through thought-provoking branded content ideas and bold ad experiences

Manager, Client Services Resume Examples & Samples

Communicates regularly with law firms to assess needs, develop project strategy, report milestones, solicit feedback
Serves as a point of contact for internal XLS cross-departmental relations
Follows and enforces policies, protocols and standards
Accounts for the progress, performance and quality of work by the team
Reports to a Client Services Director and provides leadership to the team
Lead by example & establish clear expectations; set direction and priorities; ensure work levels are balanced across the team; resolve internal staff issues in a timely manner; keep team informed of all appropriate information; delegate to or seek assistance from appropriate levels
Facilitate professional development by providing opportunities, support and timely feedback on work product that includes regular coaching and recognition of staff performance and accomplishments
Adhere to company standards and protocols; seek opportunities to increase departmental efficiencies and reduce expenses by streamlining functional tasks and activities

Senior.manager, Client Services Resume Examples & Samples

Developing and implementing a world class Endpoint experience strategy that supports the teammates’ needs while maintaining high security, performance and supportability requirements
Managing, developing, motivating and recruiting IT Client Services Teammates
Developing a strong IT Asset Management practice
Leading cross functional IT technical implementation projects
Researching and implementing industry trends in Endpoint Management
Researching and implementing industry trends in IT Asset Lifecycle Management
Developing and maintaining policies and procedures
Leading Endpoint Management systems change management requests to ensure minimal business impact
Developing teammate profiles for hardware, software and access based on job function
Managing vendor and contractor relationships
Partnering with Corporate, International, Retail and Distribution on new technology implementations to ensure appropriate resourcing, funding and support requirements are met
Developing annual IT Asset Refresh Budget (Hardware, Software, Service Contracts)
Managing hardware, software, service contracts from procurement and retirement
Analyzing and benchmarking endpoint management systems for continual improvement
Reviewing and optimizing IT Asset Lifecycle for cost savings and greater ROI
Partnering with the IT Service Desk on new technology, features, technical issues, policies, and procedures
This role manages the IT Client Services team which consists of IT Asset Management and Endpoint Management
Strong Understanding of large scale Endpoint Management Systems (SCCM, Absolute Manage, Pharos)
Personnel Development & Management of at least 10 teammates
Familiarity with Change Management processes
Development of and adherence to policies and procedures
Organization with planning and executing job related functions
Ability to meet multiple deadlines
Management of multiple ongoing projects
Ability to manage large IT budgets
Strong initiative, problem solving skills, and decision-making skills
Management of IT Asset Lifecycle
Collaboration with IT and other departments on a global scale
Ability to travel domestically and internationally with reliable transportation
Windows 7 & 10, Server 2012, Mac OSX
Microsoft Office 2013/365
IOS, Android, Windows Mobile 10
Active Directory and Group Policy
Strong Computer Hardware, Software, Network and Print troubleshooting knowledge

Manager, Client Services Resume Examples & Samples

Provides workflow management for Client Service projects by prioritizing work, coordinating workflows and providing quality assurance
Communicates regularly with clients to assess needs, develop project strategy, report milestones, solicit feedback
Serves as a point of contact for internal XLS cross departmental relations and performance
Accounts for the progress, performance and quality of all work by Client Managers
Reports to a Client Services’ Director and provides leadership to a specific Client Service team
Lead by example; establish clear expectations; set direction and priorities; ensure that work levels are balanced among all staff; resolve internal staff issues in a timely manner; keep staff informed of all appropriate information; build on effective team; delegate at appropriate level
Facilitate the development of staff by providing opportunities and support; provide timely feedback on work product; regularly coach, evaluate, and recognize staff performance and accomplishments
Adhere to Company standards and protocols; seek opportunities to improve department efficiency and reduce expenses by streamlining or consolidating functional areas

Manager, Client Services Global Fund Services Resume Examples & Samples

Manages the Relationship service function of the Saudi Arabia office
Allocates client accounts to relationship managers and client service delivery managers according to client and NT’s requirements
Maintains communication with sales staff to anticipate future requirements and provide support during the sales cycle
Provide executive oversight and supporting RM/CSDM’s during client service reviews and due diligence visits within each of the key product areas
Client profitability management oversight in conjunction with RM and division head
Understands competitive environment and anticipates and working with RM/CSDM identifies opportunities for cross selling, develops pricing strategies, and works with the unit to enhance profitability
Working with the RM/CSDM team to carry out complex initiatives involving multiple disciplines and/or ambiguous issues
Execution of strategic direction of business function activities
Working with compliance and risk to keep informed of regulatory changes – ensuring NT and Saudi clients are compliant
Prepares and analyses reports in conjunction with senior management on new/existing business progress for the unit
Contributes in developing Saudi and Division strategic plan(s), establish goals and priorities based on the direction; follows through to ensure objectives are achieved
Promotes the bank and its products through speaking at industry and client conferences, public relations interviews and participating in task forces
Working with management to determine staffing requirements, manages expenses and salary review process for the area
Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication
Conducts the performance management process, identifies training and development needs and establishes performance standards for the team
Arabic / English
Leadership and organizational skills are required to determine the Business goals, resources needed, and to assess and develop the skills of staff
Knowledge of trust and asset services and business segment is required to promote the bank and its products
Skills in negotiation, delegation, and sales are necessary to manage the client relationship
Seasoned leader with extensive business experience, and broad functional expertise, with focus on proactive strategic leadership

Manager, Client Services Resume Examples & Samples

Participates in the development of policies and procedures to ensure client satisfaction and department standardization; including support of the evolving CS vision
Identifies and communicates business opportunities to drive continued service improvements
Establishes and maintains relationships with other operating departments to support effective servicing interactions and solutions; responsible for escalating to appropriate areas as needed
Seven years or more experience in the financial services or technology related products industry
Three years or more experience managing a client service team of 10 or more people
Experience in a business-to-business service environment desired
Experience in hiring, terminating, and development of staff
Excellent written and verbal communication skills as well as analytical skills for sound problem solving and decision making, supported by facts
Strong knowledge of banking industry
Strong knowledge of Fiserv business and products
Working knowledge of MS Office, quality assurance practices, statistical analysis
Ability to travel (minimal in nature)

Manager, Client Services Nsmp Resume Examples & Samples

Provides administrative and/or process support for contract administration, customer service, and order history
Acts as an extension of the sales team by assisting with product pricing, sales development, sales material creation, marketing communications, sponsorship proposals & recaps
Generates contract confirmations, reports related to sales activities & revenue data, pool reports, unapproved credits, etc
Responds to client requests, e.g., spot times
Records and forwards checks, handles contracts for Account Executives, prepares presentations, types & proofreads correspondence, files and makes copies, relieves receptionist
Manages time; focuses on urgent and important tasks; avoids procrastination; follows up; shows strong attention to detail; meets deadlines
Adapts to shifts in priorities and urgencies
Proficient in Microsoft Office Suite; familiar with Viero and Radio Fusion or demonstrates ability to learn new systems quickly
Assumes responsibility & accountability for assignments and tasks
Actively listens; clearly and effectively conveys information; uses professional telephone skills; demonstrates effective business writing skills; shows excellent grasp of grammar
Demonstrates competitive spirit; shows desire to “move up”
1-3 years’ experience in radio role

Manager, Client Services Resume Examples & Samples

3+ years of financial service experience with substantive background in Defined Contribution plans and products (governmental experience strongly preferred), with knowledge of Non-Qualified and Defined benefit plans and products
Bachelor's degree preferred FINRA Series 6 and 63 and 26 required within 120 days
Self-starter who demonstrates courage to challenge the status quo when appropriate; i.e. a change agent
Strong negotiator and strategic thinker Demonstrates ability to lead others (in a reporting or non-reporting structure)
Successfully manages projects from inception to completion

Display Manager, Client Services Resume Examples & Samples

Minimum 2-5 years of account management, business analysis or selling experience in internet advertising sales
Bachelor’s degree with an analytical focus
Strong knowledge of digital advertising including real-time inventory bidding, first and third party data capabilities, third party ad-serving systems, analytics engines, competitive platforms and non-reserved media capabilities in general
Strong customer focus – promoting customer satisfaction, resolution and loyalty
Able to work effectively and excel in a matrix organization and possess the ability to adapt to a changing environment quickly and easily

Senior Manager, Client Services Center Resume Examples & Samples

Identify root causes and identify corrective actions with members of the leadership team
Ensure feedback is provided to Managers in cases where their team members are involved in complaint files
Establish and maintain effective relationship with key Partners
Establish Win-Win relationships with key persons
Participate in Company functions and activities as required
Coach, INSPIRE and develop team members
Communicate team objectives, establish individual objectives and set clear contribution expectations
Coach Manager & Team Managers, providing ongoing guidance, feedback (including performance evaluation) and recognition on productivity and quality management, coaching, development and mobilization of Advisors, and change management within their team
Communicate a clear and consistent company vision and promote company values
This position will be based out of Yonge and Eglinton office until September 2016 whereby it will then be based out of 101 McNabb Street in Markham*

Senior Manager, Client Services Resume Examples & Samples

Lead a team of Client Service Managers, Quality Managers, Underwriters, Funding Coordinators, and Admin and After Sales support staff who are accountable for quality credit adjudication, first point of contact resolution and the support/fulfillment of third party clients (Auto Dealers) by focusing on targeted service delivery and relationship management
Act as the group subject matter expert with respect to Automotive Finance clients as it relates to regional client servicing and competitive intelligence
Act as a key national/regional contact for business partners/suppliers acting as the representative for the Dealer within the prescribed limits and accountabilities defined by the Director of Operations
Create, expand and maintain strong working relationships with national/regional clients acting as the representative for the Dealer business within the prescribed limits and accountabilities defined by the Director of Operations
Participate in industry forums and conferences to keep apprised of all industry trends, competitive insights, products and services
Provide regional strategic and operational guidance/subject matter expertise to the National Office group with regards to Automotive Finance client servicing
Managerial Leadership (Working)
Strategic Business Planning (Working)
Relationship Management (Working)
Sales & Service Management (In-depth)
Personal and Commercial Lending Qualified with limits
Specialized Sales experience and demonstrated history of successful business development activities including the ability to network in external markets
In-depth knowledge of automotive, RV/marine industry

Project Manager, Client Services Resume Examples & Samples

Acts as a single point of contact ensuring end to end delivery of multiple projects
Schedules and leads project kick-off meetings and facilitates ongoing status calls with internal and external customers
Responsible for executing a project plan including project deliverables and associated timelines
Responsible for project resourcing and maintaining strong working relationships with all the operational departments supporting service delivery
Identify and manage risks impacting the project budget, scope and/or timelines and implement mitigation plans
Accountable for driving the resolution of roadblocks by engaging operational primes required to solve problems in a timely manner. This includes escalating to various levels of management
Manages all internal and external communications including providing regular status updates to customers, generating reports or scorecards and implementing change management if required
Creates, maintains and communicates spreadsheets required to track all pertinent order information
Responsible for preparing and communicating executive project status updates
Acts as a subject matter expert supporting the sales and marketing teams with new product introductions (NPIs)
Manages the implementation of non standard solutions (CSAPS)
3-5 years previous experience as a Project Manager
Experience dealing with external customers, managing communications and facilitating meetings/conference calls
Strong communications skills and ability to influence and engage cross functional teams
Ability to work on multiple projects concurrently within a rapid changing environment
Strong problem solving skills and keen business acumen
Strong computer proficiency with Microsoft Office tools (Word, Excel & Powerpoint,)
In depth knowledge of Bell Data/BB/IPVPN products and provisioning processes
Proficient with provisioning systems: EOM, IPACT, COPS, Network Request & PVC OARS
Bilingual (English & French)
Ability to efficiently work in virtual teams, handling multiple projects with geographically dispersed team members
Fast paced, changing working environment

Regional Manager Client Services Resume Examples & Samples

Contribute and provide input to the North American Service strategy based on research and in-depth understanding of customer needs in applicable market segments, including forecasting of required future capacity
Provide proactive sales support by participating in joint meetings to review servicing of offered products
Liaise with stakeholders and represent the team in a senior capacity with internal and external clients and partners to influence and gain partner support to resolve client service escalations and problems
Contribute to the development and preparation of proposals, presentation or analysis that may include cross-functional strategies
Broad business experience, extensive operational knowledge of banking
Expert understanding of service support concepts and processes
Superior interpersonal skills used within a team environment and in client interactions with emphasis on excelling in relationship building
5 to 7 years people management experience
Exceptional client service delivery and customer contact skills
Advanced computer skills (Excel, Power Point, Word, etc)
Strong leadership and people management skills with the ability to lead, influence, coach and mentor medium to large teams
Strong written, presentation and verbal communication skills
Ability to think strategically, lead change and act as an agent of change
Strong decision making and negotiation skills
Ability to manage multiple initiatives, co-ordinate work and establish priorities
Strong problem resolution skills and ability to leverage internal/external partnerships in problem resolution/escalation
Work effectively with senior levels of management

IT Manager, Client Services Resume Examples & Samples

Responsible for supporting Blizzard’s client computing environment and end users in North America (NA)
Responsible for the ServiceDesk, Blizzard’s phone and remote support team servicing all NA employees
Responsible for desktop services, Blizzard’s desktop support organization, supporting all NA employees
Provide day to day guidance, ensuring services delivered through request and incident management systems are assigned to appropriate team members for rapid resolution
Monitor and manage team workload as requested from customers, management, and projects
Enhance and develop team processes and procedures to improve efficiency, reduce costs, and improve customer satisfaction
Establishing service level agreements (SLAs) for service delivery to track and measure customer satisfaction, team efficiency, and performance
Establishing client hardware guidelines, standards, and lifecycle used by employees including; desktops, laptops, monitors, peripherals, etc
Establishing client software acquisition, licensing, and lifecycle across all of Blizzards client computing environment
Review and enhance service delivery methodologies, looking for areas of improvement and automation
Review metrics and reporting to gauge team performance and productivity
Responsible for Blizzard’s client computing budget, working with business units to plan yearly budgets for client hardware and software
Responsible for Blizzard’s technical events team members, supporting event project teams
Responsible for Blizzard’s AV team and all conference room AV solutions
Work with project managers to determine resource allocation and timelines for projects and coordinate work efforts of staff
Provide mentoring and career development for direct reports including one-on-ones, individual development plans, annual performance reviews, etc
Schedule resources to support 24 / 7 / 365 operations
Managing relationships with vendors’ and their support teams

Manager, Client Services Resume Examples & Samples

Manage all aspects of event planning and logistics across the EMEA region, including taking briefs from executives and other key stakeholders, budget management, vendor relationships, design and materials deadlines, location sourcing and liaising, transportation, accommodations, food and beverage, entertainment and hospitality
Interface and collaborate with division executives on a regular basis to develop and maintain a thorough understanding of the company's areas of business, commercial priorities, branding guidelines, and corporate responsibility goals, to ensure that all projects and activities align with those priorities
Manage event logistics, venues, materials and communications for company off-site meetings, retreats, client screenings and other special events, acting as liaison between Creative Services and sales, marketing and other stakeholders
Act as project manager across a wide range of Creative Services projects, including creation and management of timelines, coordination of deliverables, vendor relationships, budgets, invoicing and reporting
Able to take event and project briefs from division executives and effectively relay key objectives, scope, key messaging and timelines to Creative Services team
Support EMEA sales and marketing teams as needed to manage materials and logistical needs for key sales markets such as MIPCOM, MipTV, NATPE Budapest and LA Screenings
Manage logistics, budgets, invoicing, timelines, shipping, etc. for marketing activities across multiple EMEA territories (such as DC character costumes at fan events, The Big Bang Theory Art Exhibition tour, Friends fan events) and other promotional and/or talent-led opportunities
Support the EMEA Marketing and Creative Services teams in the tracking and archiving of client marketing campaigns across the region, compiling samples to be used in marketing and sales presentations and reports
Manage the logistics of annual International Press Junket in London, including liaising and coordinating with Burbank and EMEA teams, sourcing and managing venues, scheduling, materials delivery, catering, transportation and other aspects critical to the event
Work closely with the Client Services team in Burbank to manage the sourcing and distribution of promotional merchandise across the EMEA offices, for both internal needs and client requests
Maintain and track information on all activities, projects and events and assess the value and effectiveness of each activity
Extensive experience in events organisation essential
Proven experience in entertainment marketing beneficial
Knowledge of working with SAP
Demonstrable ability to work with a variety of key stakeholders at senior levels
Computer skills a must: Microsoft Office (Word, Excel, PowerPoint, Outlook), internet proficiency, database entry
Exceptional/confident inter-personal communication skills essential
The ability to be able to handle and take responsibility for a heavy but varied workload with need for attention to detail and with a flexible approach
An enthusiastic, self-motivated committed team-player
Knowledge of both U.S. and international television industries a plus
The ability to work under pressure and meet deadlines in a calm and collected manner
Strong organizational skills with ability to manage multiple priorities
Must be able to work in a very fast-paced environment
Knowledge of a European Language, other than English, beneficial
Bachelors degree or equivalent preferred

Manager, Client Services Resume Examples & Samples

Organizes leads and facilitates cross-functional projects
Identifies and manages resources, including cross-functional employees, to successfully execute projects
Works with senior management to align projects to strategy
Communicates team progress to all levels in the organization
Performs cost and benefit analyses
Analyzes, plans and implements process improvement (such as Six Sigma initiative) needs
Produces new process improvement techniques and services
Develops metrics that provide data for process management and indicators for future improvement opportunities
Measures performance against process requirements, aligning improvement projects to close performance shortfalls

Senior Manager, Client Services Resume Examples & Samples

Identifies process, productivity and people impacts resulting from various initiatives
Drives improvements in productivity and quality - deliver more at a higher level of quality, with the same resources
Ensures changes are coordinated effectively to minimize associated project costs and staff impacts
Monitors customer driven service level metrics and ensure service levels are accurately monitored and reported, including appropriate controls
Continuous improvement of processes and monitoring of operational cost reductions
At least 10 years Banking experience in the area of Client Services Management
Experience in Customer Onboarding / Customer Registration / Payments & Cash Operations
Able to work in a large business environment with multiple stakeholders
Excellent Stakeholder Engagement

Project Manager, Client Services Resume Examples & Samples

Assist in the planning and execution of multiple, variable scale laboratory relocation projects, while contributing in process development, improvement and implementation
Coordinating associated lab relocation efforts between Client, Unity Lab Services, OEM and ISO service providers
Support the integration of business needs and proposed process solutions, including implementation strategy, clarifying / refining requirements, and training
Designs and executes project implementation work plans and makes recommended revisions as appropriate to meet changing needs and requirements
Manages assigned day to day operational aspects of a project and scope including project change management
Manages project budget and completes projects on time
Sets and manages client expectations
Supports site teams for equipment inventory
Maintains awareness of new and emerging technologies
Develop and present client facing documentation supporting the Implementation Process
Participates with Sales and /or Solution Development in client meetings to present and discuss all aspects of the Implementation Process
Assists with the development and refinement of tools to support all phases of the Implementation Process
Other miscellaneous duties as assigned
Home office location with travel 50%+
Ability to develop high levels of credibility and forge solid and positive professional relationships with customers, peers, and upper management
Self-starter, motivated team leader with a bias for action (a proven track record of actions and results that demonstrate initiative)
Effective negotiating and influencing skills
Experienced in managing stakeholders with different objectives to a common goal
Ability to work effectively in a metrics-based management environment
Maintain a safe driving record

Project Manager, Client Services Resume Examples & Samples

Interacts with Quality Assurance/Regulatory personnel to drive Problem Reports to closure
Ensures customer needs are properly translated into quotation, and has responsibility to monitor and amend the quote and budget as required
Responsible for revenue recognition for projects and verifies final production information for Accounting Department prior to invoices release
Works closely together with the account manager to gain overall customer satisfaction
Applies Good Manufacturing Principles in all areas of responsibility
Requires understanding and competent use of SOPs required by company Quality standards
Requires excellent organizational, planning, verbal, written and numerical skills with the ability to analyze and define solutions and manage multiple tasks to meet strict deadlines
Requires ability to develop strong customer management skills; proactively anticipates, understands, and responds to the needs of clients to meet or exceed their expectations
Requires knowledge of all internal systems associated with projects (i.e. Salesforce, GPMS, Trackwise)
Requires accredited college, university or recognized professional degree, preferably in a health related field. Prefer advanced degree in a health related field
Requires previous successful experience in clinical trial project management as a Project Manager or Coordinator
Requires strong interpersonal and communication skills to include excellent relationship building
Mastery of basic Project Management concepts as a recognized institution in project

Project Manager, Client Services Resume Examples & Samples

Project Management certification desired
Experience leading a team
Experience using MS Project (or similar project management programs) is a plus

Senior Project Manager, Client Services Resume Examples & Samples

Serves as the internal link within the company and will have direct contact with all internal departments and direct one on one contact with external customers
Leads and facilitates customer teleconferences, visits and audits as required, and provides timely provision of customer reports and updates
Prefer proficiency in appropriate project planning tools e.g. Microsoft Project to communicate milestones and critical path activities and responsibilities

Project Manager, Client Services Resume Examples & Samples

Serves as the Central Point of Contact for the customer at a project and/or program level
Acts as the point of escalation and coordination for the customer and the project team members ensuring appropriate issue identification, resolution and risk management
Defines and tracks metrics; maintains unified Dashboards and reports on global project / program progress
Provides global financial information (forecast revenue, reporting)
Proven experience of working collaboratively in global multi function teams and ability to transition between roles effectively
Skilled across the full spectrum of project management techniques to build an integrated cross-functional plan with good working knowledge of project management tools and techniques
Ability to assess global situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization and the customer
Ability to speak, listen and write in a clear, concise, thorough and timely manner across sites and functions using appropriate and effective communication tools and techniques
Ability to overcomes obstacles and achieve key outcomes- follows through to get things done and delivers what is promised across all sites and functions

Manager, Client Services Resume Examples & Samples

Provide direct supervision and professional development of the New Business and Commission Teams
Create and maintain a work environment that encourages teamwork and rewards employees for exceptional performance
Motivate, lead and support your team to provide exceptional client service
Create and track a personalized career development plan with each employee
Conduct periodic one to one meetings with each employee
Track and provide employees with timely feedback regarding their attendance, conduct, and performance
Compose Annual and Semi-Annual Performance Reviews for direct reports
Ensure the New Business Team fulfills their role in support of Retirement Solution’s objectives
Ability to identify areas for improvement and drive to change it
Collaborate, create, maintain, and modify procedures
Manage relationships with sales, clients and intermediaries as well as other business units
Delegate and execute projects and assignments
Maintain and update staffing models, create and coordinate schedules
Influence other parts of the Retirement organization to improve performance for Guardian clients
Ensure completeness and accuracy of processed transactions, cycles, and written correspondence
Review and authorize all activities including application coding, system entry, contract document creation and delivery
Ensure all new business transactions and communications are high quality and delivered in a timely manner
Assist the Commissions Team with review and authorization of commission
Understanding of the 401(k) Industry and competitors
Management experience in the financial services industry in 401K, Client Services Operations and new business
Proactive leader and effective coach committed to the development and engagement of his/her team
Exposure to six sigma, securities and insurance regulations/requirements, ERISA, IRS regulations, legal department guidelines to properly perform transactions
Excellent customer focus to ensure consistent achievement of metrics and goals
Skilled at managing and prioritizing complex and conflicting demands with tact, diplomacy and fairness at senior management level
Computer software proficiency especially in Excel, Word, Access, Outlook, and Business Objects
Effective problem solving and strategic decision-making skills, good insight and judgment, takes an innovative and creative approach in solving problems

Manager, Client Services Resume Examples & Samples

Provides leadership, direction and decision making for a client facing team that ensures the delivery of a consistent quality customer service experience for a specific block of GRS Clients, GRS members, and advisors
Anticipates and mitigates risk, including ensuring technology and tools are provided to meet these standards
Participates in departmental, intra divisional and companywide projects and ensures implementation of strategic initiatives and process changes with a view to measurable and sustainable improvements in service delivery
Responsible for identifying, developing and implementing continuous improvements to current process(es)
Ensure the team is motivated, coached, developed and skilled to meet the performance targets
Works in concert with training dept. to ensure effective programs are delivered
The delivery of service requires strong execution of the management operating system
Responsible for hiring staff, conducting performance reviews, managing performance issues and making salary recommendations
Working in partnership with the Resource Planning area for managing and taking ownership for their team's resource and staffing plans and effectively managing the team using the available tools and resources provided
Provides support to the Client Services Lead/Client Service Specialist role on escalated or sensitive client issues, when appropriate will participate in client engagements and will be accountable to facilitate the root cause review framework for the client
Involved in project work as required to support client and operational requirements to meet service standards
The Manager reports to the Director and is responsible for a team with varied activities of approximately 12 - 17 staff
Understand our products and services and the legislation governing these products. Maintain current knowledge of changes
Participate in project work assigned by Director &other cross-functional teams when required
Participate actively in team meetings, sharing learnings & keep others informed & up-to-date
Partners with Client Solutions, CCC and ASCI to raise awareness to overall positive results and opportunities for improvement
Boost the morale. Use applicable tools to engage employees and provide positive feedback
Act as a back-up Client Service Director when required. Address administrative problems and locate appropriate resources when unable to solve problems directly
Determine the root cause of a problem and involve business partners to avoid similar issues in future
Identify and mentor potential leadership candidates by providing training and opportunities for growth
Develop team competencies by providing constructive feedback and coaching to team members. Follow HR policies and Performance Management Program to monitor performance and leverage the talent within the team. Monitor activities of the team by doing walkabout on a daily basis and interact with employees, promote an open communication
Proven leadership capability with a strong results orientation
Problem solving, analytical and decision making skills including the ability to build consensus
Strong partnership and management skills
Sound coaching, and performance management skills
Excellent communications skills (written and oral) including the ability to negotiate and influence
Ability to manage one’s time and prioritize activities independently
Technically oriented, detailed and comfortable with ambiguity
Extensive knowledge of Groups Retirement Products, Processes, services, investments and related legislation

Manager, Client Services Resume Examples & Samples

Vigilant quality control to ensure all outgoing proposals of team meets the advertiser’s needs and upholds the departmental inventory, pricing and operational integrity
Ensure new Client Services Managers are onboarded and trained appropriately for success in role
Motivate team and maintain a positive workforce

Assistant Manager, Client Services Resume Examples & Samples

Diploma/degree holder qualifications preferred
Candidates should possess more than 5 years of experience financial services industry
Possess a strong customer centric personality and mindset
Possess a pleasant and cheerful disposition
Commendable interpersonal and communication skills

Account Manager Client Services Resume Examples & Samples

Minimum Bachelor’s Degree from a 4-year college or university
1+ years experience in client-facing account management / client service representative role in eLearning, website, software or gaming development or localization
Knowledge of a second language or localization experience

Senior Account Manager, Client Services Resume Examples & Samples

Manages client contract renewal activities with the primary goals of retaining client, obtaining multiple year agreements and maintaining or improving profitability
Manages assigned accounts with a focus on client trend management, strategic plan development and execution, cultivating multi-level client relationships and manages staff, maybe direct and indirect
Accountable for understanding the primary business objectives of the client, developing and managing shared goals, and demonstrating program value to the client
Prepares and presents regular client performance reviews, including identification of cost drivers, recommendations for cost savings opportunities, utilization and cost reports, and industry news
Prioritizes and conducts regular on-site or telephonic client meetings as appropriate to proactively review client benefits, drug utilization and trend management strategies
Maintains a complete understanding of client contract terms including but not limited to the monitoring and reporting of performance guarantees
Ensures that all assigned contracts are monitored and reported as stated in the terms
Documents all client related activities as directed into the approved documents and or application
Manages and mentors account management team members. Specific topics may include the creation and delivery of client presentations, upsell techniques, implementation activities and daily client interaction
Provides staff with feedback at least quarterly on the level of accomplishment of personal and departmental goals. Develops strategies for staff development and retention
Establishes multiple corporate relationships and participates in client sponsored events/charities as appropriate
Cultivates in-group growth through these relationships
Stays abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients and staff
Demonstrates expertise in pharmacy benefit strategies and clinical programs
Provides leadership to client services team members in departmental and corporate initiatives
Provides regular feedback to management team regarding client metrics, client requirements and business development opportunities
Participates in sales preparation meetings and finalist sales presentations as necessary
Exhibits compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, Code of Conduct, Business Ethics Policies and Procedures and other policies and procedures applicable to position
Follows all policies and procedures relating to job responsibilities and participates in the development and maintenance of departmental policies and procedures for Account Management, as appropriate
Performs other duties as assigned to meet corporate objectives
Provides support to other departments as requested
Maintains positive and productive relationships with internal partners and clients
Medicare PBM experience
Operational PBM experience (data integrity, eligibility, authrorization, information management, client relations)
Minimum of 2 Health plan client references required within last year

Senior Manager, Client Services Analytics Resume Examples & Samples

Mature the execution, accuracy, efficiency, and reliability of day-to-day and cyclical reporting needs for Client Services
Drive Client Services team to reporting standards allowing for comprehensive measurement across all of the teams including Benefit Operations, Eligibility/Direct Claims, Change Management, and CRD. Identify opportunities and support the development of action plans to capitalize on those opportunities
Support Client Services and cross-functional business projects throughout the project lifecycle: deliver baseline metrics at project initiation, key project metrics throughout the lifecycle, and continued impact after project delivery
Independently solve complex, analytical problems with innovative approaches and solutions
Manage and/or mentor analysts and cross-functional partners to ensure consistent, accurate, and timely reports for management and executive level audiences
10+ years of experience, preferably 1-2 years at ESI
Strategic thinker with the ability to formulate plans, strategies and complete complex analyses
Demonstrated ability to prioritize work load and meet project deadlines
Demonstrated leadership and planning skills, able to develop constructive working relationships with IS, business management teams and other staff
Extremely detail oriented with a strong customer service focus
Familiarity with health care or PBM industry very helpful
Willingness to work a flexible schedule to accommodate project deadlines

Project Manager Client Services Resume Examples & Samples

Management of projects. Control work scope. Negotiate with users, staff and management to determine project objectives, clear priorities and ordered lists. Develop detailed work plans, schedules, estimates, and resource plans. Ensure completion of deliverables and adherence to timelines
Work closely with business and technical staff to harvest business needs into practical technology solutions. This can include, but is not limited to, development or coordination of business case, data analysis, requirements/solution definition, route cause analysis, use case definition, and solution assessment
Design and planning or assistance with design and planning of projects. This can include reviewing business requests, understanding/validating business justifications, working with business leaders/submitters to address issues, applying prioritization frameworks, facilitating management discussions, reporting progress
Ensure that a project adheres to its schedule while sustaining its business value
Participate in the development of other services planned by the unit
Recommend new business opportunities, new systems and processes and improvements. Implement improvements approved by senior management. Research and strategy development
Attend meetings for ongoing and prospective projects
Identify, establish and maintain business relationships
Formal education acquired through a specialized Bachelors degree directly applicable to the job or the combination of a non-specialized Bachelors degree and completion of a professional/technical designation (i.e., MBA, PMI, etc.); without a Bachelors degree, an additional two years directly related experience is required
Excellent organizational multi-tasking, project and timeline planning, leadership, judgment, and negotiation
Ability to set goals and work with little direction

Senior Manager Client Services Resume Examples & Samples

Understand ongoing client key operational objectives and requirements
Tracking of vendor performance and ranking
Tracking, analysis and thought leader for performance improvement planning
Communicate and coordinate client Requirements for optimal site performance and efficiency
Coordinate Optum shared services, IT, WFM, Recruiting etc. resources for consistent and efficient deployment
Operational planning and coordination for major events such as AEP and Welcome Season
Drive consistency in operational best practices across multiple site client programs
Monitoring of open service issues within their book of business and ensuring timely resolution. Identifying trends and then escalating as appropriate
Provides input to Client Manager and Operations leadership around health of solutions for their assigned client(s)
Actively drives, and as necessary refines the overall billing process, in conjunction with the Client Manager, ensuring accurate monthly invoices are distributed to the client
Ensures that both internal and external performance reporting needs are met by working with the Client Manager and ERM team
Participates in client presentations; either in person or via phone as needed
Responsible for Client Loyalty Survey identification / administration including identification of contacts to be surveyed, pre-survey outreach, post-survey follow-up, driving action plans based on individual and client survey feedback, and ongoing maintenance of information into SF.com and Satmetrix
3+years experience in Healthcare Service or BPO-related operations or client-facing position
Sense of urgency and attention to detail
Demonstrated ability to work with complex systems and / or clients
Healthcare / Software / Technology industry knowledge
Customer service in a B2B environment
BPO operational experience
Understanding of or previous experience working with Optum Solutions or organization

Manager, Client Services Resume Examples & Samples

Managing day-to-day relationships with partners on strategic accounts from the agency/brand campaigns
Managing CS team, focusing on organization plan per team member, client conflict resolutions, process, and strategic communication
Manage the day-to-day business relationship with internal and external clients, provide a primary point of contact on daily campaign performance for partners, and expert knowledge of platform features and capabilities to promote increased adoption and loyalty of usage for partners
Reviewing and evaluating client campaign performance metrics, and providing optimization recommendations to partners to effectively improve campaign performance through adjustments to inventory targeting, and/or bidding strategies; training direct reports to do the same
Review implementation set-up with partners, and review weekly for discrepancies in campaign launches by partner
Assisting in implementation and technical troubleshooting of new and existing campaigns; Provides technical guidance on campaign specifications and provides troubleshooting/conflict resolution; training direct reports to do the same
Communicating customer needs and business opportunities to account and product development teams
Collaborating with the AM team to identify and capitalize on new business opportunities with existing clients
Collaborating with Pub Expert team identify and capitalize on new business opportunities with existing partners
Responsible for onboarding new clients including negotiating MSA’s, training clients for self-service management, integration of client side data partner/s and creation of custom inventory sets
Developing and maintaining expert level proficiency in the Integral tool set.; setting same standard across their team
Establishing focus and process with reporting team
Previously managed a 2+ person team directly or indirectly
Ability to prioritize multiple tasks and meet deadlines with demonstrated initiative
Strong initiative and ability to work well under pressure while maintaining good attitude
Ability to work well independently define/manage objectives in a fast paced, ever-changing environment
Ability to maintain excellent internal and external client relationships
The ability to express oneself clearly in business writing. Ability to apply communications that make an impact and persuade their intended audiences (internal and external)

Manager Client Services Resume Examples & Samples

Manage the unit’s activities and ensure that superior service and support is provided to Customers and Sales officers by
Developing and maintaining a strong knowledge and understanding of Global Transaction Banking products, services and pricing
Ensuring that all authorized pricing arrangements, service charges and interest arrangements are applied and collected accordingly. Any uncollected revenue is to be monitored closely and escalated appropriately on a monthly basis
Ensuring the accurate set-up/maintenance of business accounts and cash management/electronic banking products. Being involved and aware of major escalation situations
Ensuring detailed Deficiency Lists are developed for all customer documentation, ensuring proper execution to remediate incorrect documentation
Completing the takeover of all account and service documentation packages ensuring appropriate level and due diligence has been completed
Working with the Sales Force and colleagues in the Business Service Centre continuously review procedures looking for opportunities to simplify, eliminate or automate activities to improve overall productivity and service
Assist the Business Service Centre and the Business Banking Sales Managers in maintaining the superior Customer Service Experience by
Dealing directly with customers when appropriate in order to ensure proper execution of responsibilities and providing expertise / recommendations as required
Ensuring all Corporate clients are provided superior service by ensuring their needs are met whether it be at the BSC, one of our partners, or vendors such as Symcor
Understanding partnership agreements with client groups responding to questions, requests and an ever-changing sales and operations environment
Effectively manage and develop subordinate staff within the Unit by
Ensuring that staff are well organized, sufficiently trained, cross-trained to perform their responsibilities, developed to their potential and deployed in a manner that permits a cost efficient and effective processing operation
Ongoing evaluation of performance, staff planning, salary administration, including the hiring of appropriately qualified staff
Coaching of subordinate staff on service development and skill training, through demonstrated referral and recognition of referral achievement
Assisting with the co-ordination and implementation of training programs as they relate to the identification of prospective business and product knowledge;Being tolerant, offering objective, sensitive, supportive feedback to develop staff to their full potential
Contribute to the Centre’s growth and profitability by
Supporting the Senior Manager of the Unit by developing referral strategies for staff and supporting the business sales team with their sales strategies as required
Identifying and referring existing and new business opportunities for the Centre through his/her ongoing customer contact and overseeing the referral objective setting process for subordinate staff;Maintaining control over revenue collection, ensuring the collection of all earned non-interest revenues
Expert knowledge of GTB Products and Services
Expert knowledge of the Bank’s operating, sales, and product documentation
Expert time management skills in order to satisfy the needs of a large client group
Thorough knowledge of related regulatory requirements including OHS, AML, CDIC, and Privacy legislation
Thorough knowledge of the Partner Groups and major stakeholders
Thorough PC skills using appropriate software tools
Thorough knowledge of the Bank’s operations and human resource policies and procedures
Thorough knowledge of people and performance management techniques, including coaching feedback and motivational techniques and their application in managing others

ERC Manager, Client Services Resume Examples & Samples

Experience with rapid and complex changing work environment
Demonstrated experience driving processes improvements and specific skills in Kaizen methodologies preferred
Strong project management skills; ability to lead projects at a network level to influence and obtain buy-in, and then drive execution and achievement of the right results
Success in creating and driving effective employee relations, retention and reward programs
The ability to be comfortable with high volume workload and not be afraid to "roll up your sleeves."
Prior experience leading, coaching, and mentoring people managers
6 - 7 years of related experience. Contact center experience is a must
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards
Able to prioritize in complex, fast-paced environment
Project management leadership skills
Able to audit self and others for a very high level of accuracy
Experience conducting interviews and making effective hiring decisions
Understanding of resources outside of department. Respected by others in department. Has earned trust of others
Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
Knowledge of Lean Six Sigma
Third Language proficiency is an added advantage

Manager, Client Services Resume Examples & Samples

BA Degree or equivalent combination of education and experience
3 to 5 years of experience in Account Management at the senior relationship level
Experienced in selling to senior management; ability to upgrade and deal major businesses
Experience in multifamily housing, billing, utilities, or energy management preferred
Ability to develop and motivate a high performing team through strong leadership and management skills
Develops creative solutions to help the team meet performance objectives and keep Client satisfaction levels high
Ability to develop and deliver high quality presentations in person and over the phone
Ability to effectively discuss NWP products and services, including technical solutions to existing client base
Ability to understand the “audience” (customers) profiles early-on; prepare, communicate, & present to “audience” accordingly
Ability to listen, understand and communicate customer needs and expectations
Ability to adopt a consultative approach in recommending other NWP products or services that address the Clients additional business needs, to reduce cost or eliminate manual in-house work
Display exceptional customer service with a focus on strong relationship-building with executive level clients to enable long term growth and partnerships within existing accounts
Project management skills with the ability to drive new product implementations to successful completion
Ability to develop strategies and plans, and then drive those to completion from a customer facing perspective
Strong ability to plan, organize and manage multiple projects/assignments at one time
Advanced computer skills – MS Office Excel, PowerPoint, Visio, Project, Word, SharePoint and Outlook
Strong working knowledge of Microsoft CRM Dynamics
Ability to influence and lead others
Ability to travel up to 35% of the time
Must be able to work in a fast-paced environment, often unsupervised
Formal training in Project Management
Experience with Microsoft Project and other project management tools
Experience in the multifamily and/or billing industry
Prior Property Management experience, either onsite or corporate
Prior working knowledge of Property Management Software (PMS) systems

Project Manager, Client Services Rtsm Resume Examples & Samples

Ensures delivery of PAREXEL Informatics products and services to clients within expected timelines and budget with quality, including resource planning and management
Is key client contact for the study and manages the client relationship
Manages project timeline regularly, sharing this information with the Scheduling team and the client as appropriate
Communicates regularly with internal and external team members regarding study status and provides timely notification to all appropriate parties with deviations from timelines and/or deliverables
Actively identifies , manages, and mitigates any project risks, including ensuring appropriate input from all stakeholders, maintaining accurate documentation, and communicating to internal and external parties as appropriate
Utilizes delegation and negotiation skills with regard to project tasks, to obtain maximum productivity and team involvement
Facilitates training for clients as required
Attends face to face client meetings and investigator meetings as necessary (may require travel)
Responsible for successful completion of project deliverables including, but not limited to, client signatures, user documentation
Ensure compliance with SOPs and other relevant regulatory body directives
Translates often complex technical and/or requirement descriptions into language that can be understood by clients to aid in their decision making and understanding of project functionality
May assist with departmental strategies and goals, improving processes and procedures
Manage and lead study design with the Internal Project Team and Client and prepare required documentation associated with this process, with input from internal stakeholders as necessary
Where required, create and configure projects within the appropriate toolset
Provide leadership in developing requirements. This includes requirements elicitation, requirements analysis and negotiation, requirements validation, and requirements management
Drive consistency within projects, products and within clients
Promote efficiency, quality and consistency in requirements design process
Ensure that all project requirements have been stated unambiguously; and that inconsistencies, omissions, and errors have been detected and corrected
Help the project team to identify, control, and track requirements and changes to requirements at any time as the project proceeds
Manage and lead study design and configuration for change requests to a live study with the Internal Project Team and Client and prepares required documentation associated with this process, with input from internal stakeholders as necessary
Responsible for resolving study issues in a timely, proactive and effective manner
Responsible for live study support activities
Propose solutions or efficiencies on live study issues
Maintain a positive, results oriented work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner
Excellent interpersonal, verbal and written communication skills
A flexible attitude with respect to work assignments and new learning
Critical thinking to evaluate information gathered from multiple sources, reconcile conflicts, and decompose high-level information into details
Affinity for logical thinking as would be applied in a software environment
Familiarity with software development lifecycle and testing methodologies
Client focused approach to work, meeting and exceeding client expectations
Acts as a resource for colleagues and staff members when necessary
Problem resolution skills; ability to analyze and solve a range of simple and complex problems
Demonstrates knowledge of the organization, processes, and clients
Works independently; receives minimal guidance; may receive a moderate level of guidance and direction
Knowledgeable and experienced in clinical trials / pharmaceutical environment
Knowledge of project management concepts and approaches
Experience of working with a matrix environment
Ability to manage multiple/varied tasks with enthusiasm
Ability to prioritize workload with attention to detail
Familiarity with the software development lifecycle and testing methodologies
Fluent in verbal and written English language
Proficient in Microsoft Office, including Word, PowerPoint and Excel

Manager, Client Services Resume Examples & Samples

3+ year experience in people management
2+ year experience in client-facing role with a strong focus on data analysis
Bachelor’s degree required; emphasis in marketing, advertising or business preferred
Bachelors’ degree in Economics, Marketing, Advertising, or Business; MBA is a plus
Strong negotiating skills and ability to influence internal and external stakeholders
Excellent organizational, interpersonal, and communication (written and verbal) skills
Ability to navigate data and leverage analytics to make decisions
Understanding of digital creative production, ad serving, cross-channel attribution, and media math

Senior Account Manager Client Services Resume Examples & Samples

Builds relationships with clients and serves as the primary point of contact for overall and day to day service delivery
Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. Also will work with internal partners to develop and build strategies that ensure compliance with service expectations and requirements
Serve as the operational manager for administrative services for assigned clients, managing the overall delivery of benefits and services for assigned clients
This function includes the implementation of new business, account rounding and management of changes to the most complex, strategic and profitable accounts
Contribute to growth and profitability by providing administrative expertise to existing and potential customers
Has responsibility for and ownership of all results
Leader of the account services across UHC with responsibility for and ownership of all customer service results
Provide superior customer service to internal and external customers
Effectively manage the most complex customer accounts
Investigate, analyze and develop creative solutions to client specific problems related to systems, claims, networks, providers, eligibility, ID cards, billing, banking, etc. through active cross - functional team participation
Coordinate the Account Management Team to implement the most efficient processes possible
In conjunction with the Strategic Services Account Executive and the Underwriter, provide effective benefit consultation for plan revisions, managed care strategies, product development, policy and procedure changes, legislative changes and claim cost control
Orchestrate all activity required to properly install business onto all United HealthCare systems
Validate and maintain the integrity of benefit plan systems (MetFACS, EBDS) and constantly provide feedback to the responsible functional areas in this regard
Clearly and consistently track metrics and goals of Strategic Services and Client Administration continuously influence improvement to these results
Ensure timely delivery of customer communication (i.e., correspondence, and fulfillment materials), ID cards, provider directories, enrollment kits, customer communication materials, contracts and certificates
Serve as resource / role model to other Client Administrators and AMT members, fill in the Strategic Services Exec
Respond to external and internal requests for management information
Coordinate responses to Insurance Department / Presidential complaints
Lead effective business meetings with the customer and with internal United HealthCare associates
Travel to meet clients to present new products and services
Seek leadership roles and orchestrate the completion of special projects
5+ years in client facing role within the healthcare insurance industry
Must have excellent communication skills - both oral and written
Must have strong project management skills
Bachelor's degree, professional benefits designation or an equivalent amount of experience obtained through work assignments and life experiences is required
Knowledge of the health insurance industry, products and services and the managed care environment in required
Strong personal computer skills including word processing, database management and spreadsheet applications
Knowledge of internal processes and resources (claims, eligibility, accounting, contract, underwriting)

Manager Client Services Resume Examples & Samples

Line management of team of Proposal Leads within a defined region
Working as part of the Management team for their business unit, collaborates with peers located across US and EU regions to support delivery of Business Development and Company objectives, as needed
Supports any local site(s) management activities/objectives, as needed
Supports team with prioritization of workload and manages flexing of workload across global team
Drives the Proposal process and liaises with Project Management, BD Representatives, Clients, and Management/Key Stakeholders on the generation of, and pricing for, Quotations / QARs
Drives QOTD metrics and is accountable for team performance
Works with all Operations functions to determine the most optimal and cost effective manufacturing/packaging methods and to request pricing on any additional items to support quotation generation, and shares knowledge with team
Minimum of Life Sciences Bachelor’s degree (or equivalent) or business degree, or equivalent work experience
6-8 years+ related industry experience
Previous management experience required
An understanding of, and well experienced in, the contract development / research, pharmaceutical and biotech industries
Knowledge and experience in cGMP and FDA regulated working environments is required,
Able to prioritize and manage multiple complex projects, where process/deliverable is non-standard or requires significant strategic discussion/investment
Significant experience in a client facing role and excellent client facing skills - drives to meet, and indeed exceed, client expectations
Excellent communication (verbal and written), presentation, and interpersonal skills are required
Possess strong business acumen and analytical skills, and mentoring team members in developing these skills
Self-motivated and able to lead, follow-up and drive Quotations/QARs or projects to completion
Identifies and drives process improvement initiatives that support team, broader company initiatives, and oversees delivery of those assigned to team
Must be computer literate, and proficient in MS Excel, MS Word, MS PowerPoint, etc with experience of Customer Relationship Management tools

Senior Service Manager Client Services Resume Examples & Samples

Support the successful delivery of client services through communication and collaboration with key business partners and stakeholders
Ensure new and existing services meet business and customer expectations
Simplify the delivery of services while providing a brilliant end user experience
Deliver services from a business perspective, communicating and promoting the business value of services and the benefit to the organization
Continuously improve services and processes focusing on speed, quality, and scalability
Coordinate service delivery in concert and in support of regional and Global IT Operations and services
Ensure the high availability and quality of services by providing change management, change coordination, prioritization and release management
Partner with Global Service Desk, Data Center, IT Security, License and Vendor Management, and the Global Service to ensure services are in line with business priority and processes
Coordinate internal and external business demand with Infrastructure, procurement, vendor management, teams and client architecture to set the right priority. Evaluate new demand in regards to current services in order to provide the right services with the right priority to the business
Provide a high level of transparency of services and ensure key stakeholders are aware of service scope and coverage
Align and maintain clear roles and responsibilities with business functions, groups, and 3rd party or external vendors and suppliers
Manage the Global Client Management Service Catalog including Software, Hardware, Tools, Operating System images and Self Service portals
Ownership of the delivery of client services such as OS Patch Management, Hard Disk Encryption, 3rd Party Application Patching, Image Design, Office 365, Adobe Creative Suite, Group Policy Mgmt., Password Mgmt., Application Deployment and Release Mgmt., Client Configuration Mgmt, Reporting, and 3rd Level Support
Measure and communicate efficiency of Global Client Management services (KPIs, SLA, tickets)
Perform service quality control and gather feedback from IT partners, business stakeholders and higher management
Ensure continuous service improvement (survey, reporting, automation)
Own Global Client Management processes and collaborate with architecture teams to design new processes and services on order to meet business requirements
Manage contracts and statements of work to ensure services delivered by external suppliers are delivered with quality, in time, and in budget
Ensure external consultants, offshore operations teams, and key account managers and delivering services as promised
Manage budgets related to statements of work, contracts, and ensure IT Controlling has the right visibility in regards to budget forecast and consumption of services
Support Project teams by designing and executing own projects and transition new services into operations
Manage and motivate service management team members, setup individual targets and ensure the achievement of agreed goals
Positive attitude with the ability to work and collaborate proactively and effectively
Excellent written and spoken communication skills in English
Excellent knowledge in client management processes on a global scale
Excellent presentation skills and ability to lead face-to-face meetings with high-level management
Ability to communicate complex topics in a simple way that people understand
Broad knowledge in infrastructure technologies and global workplace environment (Mac & Windows OS, software packaging, Microsoft SCCM, Jamf Casper, Virtualization, Asset Management, Self-Service, User Experience, Patching, Group Policies)
Strong interpersonal and collaboration skills
Acting customer focused, process oriented and paying attention to details
Ability to plan, schedule and monitor work activities in order to meet time and quality targets
Ability to work in a physical and virtual team in a highly multicultural environment
Showing commitment to be an active participant in our vision of the IT workplace of the future
At least 5 years’ of relevant professional experience in Global IT Service Management

Manager, Client Services Resume Examples & Samples

Knowledge and experience in cGMP and FDA/MHRA, or equivalent, regulated working environments is required, and provides guidance to team on these topics
Able to prioritize and manage multiple projects, including complex projects where process/deliverable is non-standard or requires significant strategic discussion/investment
Demonstrated experience in problem solving and strong mathematical abilities / finance skills
Results-oriented, Self-motivated and able to lead, follow-up and drive Quotations/QARs or projects to completion
Identifies and drives process improvement initiatives that support team, broader DAS or company initiatives, and oversees delivery of those assigned to team
Must be computer literate, and proficient in MS Excel, MS Word, MS PowerPoint, etc
Experience of Customer Relationship Management tools

Manager, Client Services Resume Examples & Samples

Effectively manage, coach and develop a team of client agents
Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
Proactively shares, develops and implements best practices
Communicate expectations, analyze data, prioritize and action individual and team results
Oversees organization and prioritization of workload in real time to meet customer requested due dates in conjunction with the Order Control Desk
Acts intuitively and proactively to identify & communicate unusual fluctuations in volumes and workload balancing load accordingly in conjunction with the Order Control Desk
Conducts daily coaching for success and provides immediate performance feedback during sessions
Creates and implements individual personal growth plans with each direct report
Deliver service excellence to internal and external customers
Handle escalated customer complaints in a timely and satisfactory resolution and identify root cause and process gaps in order to avoid repeat
Monitor and action service order quality results
Capture and log daily, weekly and monthly key metrics and action as appropriate
Knowledge of and ability to perform Performance Management practices
Excellent interpersonal skills with effective listening, comprehension (written and verbal)
Strong communication, negotiation, leadership and mediation skills
Ability to act as a catalyst for change and continuous improvement
Ability to use data to analyze and assess impacts of work
Ability to work in a team environment, building a cohesive team and obtaining cooperative teamwork and collaboration from other departments
Ability to anticipate future obstacles and consider alternate solutions
Strong ability to multitask with a high level of adaptability
High level of skill in trouble-shooting, problem solving and prioritization
Proficient in Excel and Powerpoint
Knowledge of Voice Provisioning Tools
Experience in distributing or balancing workload for a team or group
Previous position of Leadership/Coaching
Knowledge of Business Voice and Data products

Manager Client Services & Sales Resume Examples & Samples

Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
Proven ability in achieving sales results, and able to coach service and sales attributes to team
Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes and proven ability to influence and motivate others
High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment and a bility to take initiative in creating new processes that support and help achieve business objectives

Manager, Client Services Resume Examples & Samples

Work closely with all show personnel in planning desktop support for all News and Broadcast resources including, edit rooms, control rooms and production studios
Coordinate and communicate with technical managers to ensure technical quality and readiness for air
Ensure efficient utilization of company resources within a fast paced rapidly changing environment
Work with other NBC entities, outside broadcasters and vendors to identify, negotiate for and secure required resources
Assist in the strategic financial planning process and the development and tracking of short and long term budgets
Maintain technical and broadcast quality
Work closely with engineering to insure all equipment meets client expectations
Ensure compliance with all applicable company policies
5+ years experience in live, studio television production experience
7+ years experience in desktop support and operational experience in broadcast studio and production control room

Manager, Client Services Resume Examples & Samples

Bachelor of Arts/Sciences Degree (4-year) in Business, Management, Marketing, or a related area
Software technology knowledge
Live events experience
Experience with event management or planning
Client management experience
Microsoft Office programs
Strong organization ability
Ability to work with a variety of types of people
Festival or music experience
HTML knowledge

Vmware Senior Manager Client Services & Program Management Resume Examples & Samples

Partner across functional teams, with clients and stakeholders across VMware to scope projects, helping identify audiences, objectives, key messages, and other key elements required for creative projects
Develop clear creative briefs based on client needs and sound marketing principles
Develop and maintain solid working relationships; encourage a collaborative approach with departmental team members and clients
Have a strong business sense, understand the product offerings and internal working structure in order solve business and brand challenges
Measure and report on client satisfaction; make recommendations to improve client satisfaction metrics within existing resource envelope
Ensure all phases of creative development and publishing are resourced and scheduled, including brainstorming, writing and editorial, design, production, reviews and approvals, proofreading, posting, printing, logistics coordination, and metrics tracking
Ensure clients and creative services team always have up-to-date, detailed production schedules for clients and creative teams
Work with Creative Director and Editorial Director to ensure projects comply with brand guidelines, track to creative brief requirements, and satisfy clients’ input
Manage and mentor team of two contract project managers
Act as administrator and super user of internal project management tool
Manage and track multiple job requests simultaneously. Ensure that details are correct and consistently updated in project tracking database tool
Establish best practices with corresponding processes and tools to enable functional teams to efficiently collaborate in the development of integrated marketing programs
Help develop and maintain Brand & Creative internal communication channels, including social media and intranet content, that showcase and evangelize the team’s services, tools, and guidelines
Traffic incoming requests and work with Creative Director, art directors, and Editorial Director to assign projects to appropriate team member
Assume additional responsibilities as required
Proven success in a similar marketing communications position for at least 5 years in global technology company
Experience in brand and communications strategy; digital demand strategy
Knowledge of the creative development and production processes
Experienced and comfortable interfacing with cross-functional teams at all levels
Strong communications skills – both written and verbal
Proactive, responsive, and customer service oriented with a strong sense of project ownership and accountability; ability to prioritize and work independently
Strong critical thinking and creative problem solving skills
Understand the basics of content management
Proficient PC/Mac skills including MS Office and other tools; SharePoint,
Advertising agency experience a plus, especially in account services
Workfront/At Task experience a plus
79046BR

Manager Client Services Resume Examples & Samples

Manager – Client Services, Advertising Sales & Partnerships
Analyse and strategically interpret briefs from the sales teams
Project manage the pitch and execution process, liaising with all internal teams including creative team, programming, finance and legal
Tracks media plan implementation and campaign roll-out and ultimately responsible for complete cross platform delivery of client campaign, working closing with traffic and booking teams ( on air, off air, online or combination)

Manager Client Services Resume Examples & Samples

4-6 years of professional work experience; preferably with an International company
Understanding of digital media
Experience in a Media company, not required, but a definite advantage
Experience in account servicing or sales planning, a definite plus
Energetic and positive
Meticulous, organized and possess a positive attitude and diligent work ethic
Good communication skills in English is essential; Cantonese/Mandarin communication is valued, but not necessary

Manager, Client Services Resume Examples & Samples

5+ years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience
Apply concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions
Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form
Ability to perform under stress in cases of emergency, critical or hazardous situations
Demonstrates ability to identify and recommend processes improvements
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)

Assistant Manager, Client Services Resume Examples & Samples

Min 4 year experience in media industry or ad agency
Industry experience gained within advertising agency, media owner, marketing roles in MNCs
Account service experience in either media or ad agency
Knowledge of TV and online advertising

Manager, Client Services Resume Examples & Samples

Provide business intelligence in respect of new opportunities
Collaborate with key account directors (and other relationship stakeholders) to highlight areas of client opportunity or relationship concerns
Provide operational support for bid defense meetings and input for proposal development
An active participant in the recruitment and training of new team members
Working knowledge of the drug development process
Proficient in Microsoft Office including Word, PowerPoint and Excel
Experience of having managed a team of people preferred
Knowledge of project management concepts and approaches preferred
Experience in a technical operations environment preferred
Experience working with teams in various locations preferred
Experience of having worked in a client facing role preferred
Degree or equivalent work experience in a science/technology or healthcare related discipline

Business Operations Manager, Client Services Resume Examples & Samples

Engineering graduate with good academic record of above 80% from Class X onwards
MBA in Finance or Systems from top-tier management schools in India
Strong analytical skills necessary
Excellent communication skills, both oral and written, are required
Excellent computer skills, including advanced skills in Microsoft Excel and PowerPoint
Candidate must have experience with advanced formulae, Visual Basic and macros
Work experience of minimum 2 years in IT or Finance. Experience in automation initiatives for mortgage organizations considered a plus
Minimum of two years of management experience (3 or more team members)
Excellent organizational skills and the ability to prioritize tasks
Must be able to self-start, work independently and with little supervision

Senior Service Manager, Client Services Resume Examples & Samples

Ability to make decisions to resolve client issues and concerns
Ability to develop and maintain client relationships
Ability to participate in sales presentations and identify sales opportunities

Manager, Client Services Resume Examples & Samples

Record of success building, selling and delivering innovative marketing programs with measurable results
Work with recognizable global brands preferred
Experience with cross-functional teams
Knowledge of consumer and market demands with ability to implement into decision-making and management in a way that is mutually beneficial for partner and Red Bull
Track record for winning and/or growing business
Superior project management skills including managing multiple projects simultaneously
A proactive, collaborative and organized working style – team player!
Proven ability to work calmly and efficiently under pressure
Deep curiosity in emerging trends and their applications
Strong familiarity of ad trafficking and troubleshooting
Knowledge of ad operations and digital serving & tracking technologies (DFA, DFP, Sizmek, Freewheel, etc)
Proficiency in Microsoft Office applications including Word, PowerPoint and Excel
Flexible, fast learner

Manager, Client Services Resume Examples & Samples

Being up-to-date with internal processes, having complete knowledge and understanding of client work standards to effectively drive team performance. Managing and reporting day-to-day performance for US Client Services and Correspondence using standard reports generated by the Client Services team
Ensuring 100% tracking of routine/ad-hoc deliverables. Managing staffing to ensure that client SLAs are never jeopardized. Managing communication with clients so they are aware of expected delivery times for individual tasks
Managing quality in partnership with the Quality Assurance team, disseminating performance information on a regular basis, conducting review sessions with the staff, and enforcing appropriate training/disciplinary measures when required
Managing audits vis-à-vis preparing accurate responses to auditors’ requests, reviewing the same for exceptions, proactive internal communication of exceptions, and collaborating with BU head to prepare appropriate responses to findings
Evaluating internal processes and documentation on a routine basis to identify automation/streamlining/documentation opportunities
Must promote positive attitude and spirit of teamwork to achieve goals
Associate’s degree required, Bachelors degree preferred
Excellent communication skills, both oral and written, are required

Manager, Client Services Resume Examples & Samples

Manage ongoing industry reporting and database quality controls and validations. Work directly with client commercial and IT teams to ensure
Provide ad hoc analytics, reports, and presentations to support key strategic and tactical client initiatives
Support various internal stakeholders, including Consumer Strategy / Insights, Marketing, Finance, and Sales with information and business insights
Deliver impactful presentations that use sales and consumer panel data to help client understand market trends, grow their business, and gain market share
Manage updates to CRM database for client contacts and contract management
Assist in managing projects in support of division’s strategic initiatives
Foster a collaborative culture that promotes teamwork, creativity and efficiency within the Practice and across NPD
Bachelor’s degree, plus minimum of 2-5 years of experience in Market Research, Business Analysis, or Entertainment distribution. Experience in TV distribution a plus
Strong analytical skills and problem-solving abilities
Previous knowledge/experience working with databases and/or analytical tools
Demonstrated ability to analyze and translate complex data into business insights and recommendations
Communications skills, including building and delivering quality presentations
Experience with point-of-sale and consumer panel data is a plus
Detail oriented, with a strong track record of managing multiple projects and deadlines
Expert in all MS Office products (Strong Excel, PowerPoint, Word)
Experience with Salesforce a plus
Ability to work independently, as well as part of a team

Manager, Client Services Resume Examples & Samples

5+ years experience in account management, client services and/or operations
Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
Medicare Part D experience preferred

Manager Client Services Resume Examples & Samples

Manager – Client Services, Advertising Sales & Partnerships (2 months contract)
University Graduate
Good communication skills in English is essential; fluent in Mandarin/Cantonese speaking and written Chinese preferable

Assistant Manager Client Services Resume Examples & Samples

Meeting Platinum Concierge Client expectations by
When required, liaise between client and local compliance and/or legal departments with respect to clients request for non-standard banking agreements
Identify and refer all cross-sell opportunities to the Global Solutions Sales

Manager, Client Services Operations Resume Examples & Samples

Provide leadership and coaching to the staff
Involved in employee selection, career development, succession planning and periodic training. Includes being accountable for additional cross-training and the introduction of new deals and/or technologies
Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the service desk to meet business requirements
Analyze, report and provide recommendations and develop strategies on how to improve customer service quality while optimizing productivity
Maintain a high level of knowledge of the service assurance business processes and is accountable to enhance the customer’s service assurance experience
Proven customer management skills

Team Manager, Client Services Resume Examples & Samples

A minimum of 2 years of experience managing employees in a customer service/call centre environment with a focus on coaching, training and developing employees
Experience working in the financial services industry (“preferred” mutual funds)
Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada;(IFIC) or CFA are considered an asset
Manage the day-to-day activities of a team of 13 - 15 customer services representatives
Provide direction, guidance and support to your team by providing on-going coaching and feedback to help individuals meet their goals and business objectives
Represent the call centre and share your expertise on various divisional and/or organization wide initiatives and projects
Interviewing and making hiring recommendations for future client services representatives
Competitive compensation
Generous Employer RRSP contribution

NSW / ACT Manager Client Services Management Resume Examples & Samples

Develop client service policies, procedures and standards and engage with clients to discuss possible improvements to client service
Drive the profitability of all projects and operational services and ensure the delivery of contractual obligations within budget and the agreed time
Promptly resolve complaints and major incidents and identify and develop a feedback, complaints and problem solving procedure to ensure proactive incident management
Analyse statistics and other data to determine the level of client service provided and ensure distribution of the information to the relevant stakeholders
Maintain records and statistics on client correspondence, problem solving and other relevant operational information
Display relevant process and functional knowledge
Demonstrate solution and service knowledge
Display commercial acumen
Demonstrate knowledge of vendor offerings
Demonstrate good analytical and strategic thinking skills
Demonstrate problem analysis and solution formulation skills
Display good organisational skills
Display good verbal and written communication ability
Possess the ability to compile reports

Account Manager, Client Services Resume Examples & Samples

PBM experience and knowledge
Ability to influence while collaborating and developing strong cross-functional relationships
Strong PowerPoint and Excel skills
Organized, excellent project management and organization skills
Experience working with clients or within an account management team

Accounting & Tax Manager, Client Services Resume Examples & Samples

Manages a portfolio of clients for accounting and corporate tax
Maintains relationship with daily client contacts and their direct supervisors
Reviews deliverables to clients
Reviews financial fluctuation analysis for key clients
Liaises with auditors of clients
Analyses customer specific demands and provides value-added solutions
Supervises and coaches team members
Allocates engagements to team members based on their experience and competence
Implements internal control procedures and trains team members
Monitors productivity within the team and drives continuous improvement
Assists Senior Manager / Director in business development
Prepares proposals for new/existing clients
New clients on-boarding
Set up procedures and controls for new clients
Responsible for correct issuance of fee note and timely collections
Works with HR on recruitment activities, performance review and employee relations matters
Attends seminars for networking and development purposes

Manager, Client Services Resume Examples & Samples

Exceptional leadership and people skills are expected in this role
Must be thorough, detail-oriented, organized & able to perform with a high level of accuracy
Ability to work in a fast-paced and changeable environment
Manage a team of Client Services Professional and guide the team to prioritize their workflow, focus and optimize their efforts as they relate to their short, mid and longer term goals supporting global Platts business
Coach team members to utilize all communication means in order to provide proactive and reactive support to clients
Maximize clients’ operational performance by providing help desk resources and technical advice; resolving problems; detecting and diagnosing network problems
Respectfully advocate for the client across departments by both challenging existing processes and critically analyzing answers to ensure the client’s inquiry is thoroughly addressed
Drive 100% adherence to Salesforce.com and adoption of all service procedures that provides Platts and its business partners with comprehensive and actionable solutions-oriented metrics
Contribute and promote participation of CSPs in Platts initiatives and key initiatives; synergize team efforts with regional sales teams to support customer-facing promotions and drive subscription growth
Supervise team in accordance with company policies & procedures
Provide regular feedback to senior management on client services team efforts; timely escalation of unresolved client issues when necessary
Work across Platts organization to resolve any client issues in a timely manner

Senior Manager, Client Services Resume Examples & Samples

Monitor the daily workflow of a team of Client Service Managers & evaluate and reassign tasks as needed for coverage or as deadlines/priorities change
Partner with the Brand Strategy (sales) team and other internal teams such as Creative, pricing and distribution to ensure we are providing best in class service to our clients
Coordinate with international teams to ensure alignment and sharing best practice
Recruit, onboard and train new Client Services Managers to guarantee success in role as well as continually upskilling existing staff
Motivate team and lead a positive workforce
Take an active role in creating strategic proposals that meet advertiser objectives as well as serve as the client’s primary point of contact during the execution phase
Partner with Brand Strategy (sales) in client meetings to sell through BuzzFeed solutions and strategy
Be the expert for all BuzzFeed products and effectively communicate these as they relate to client goals both externally and internally
Establish positive relationships with agency and advertiser partners in local market
Ensure feasibility of execution by vetting proper approvals through appropriate internal teams
Work closely with BuzzFeed Creative and other cross-functional teams to manage and launch programs
Develop a thorough understanding of internal tools to monitor and optimise program performance and delivery
Oversee reporting and associated analysis specific to BuzzFeed KPIs and unique client goals

Senior Manager, Client Services Resume Examples & Samples

3+ years experience managing managers
5+ years experience managing people
Experience leading organizations of Account Managers, Campaign Managers, Account Executive or like titles
Proficient with Microsoft Excel
Experience in the digital advertising industry
Ability to establish effective cross team and cross functional partnerships to drive cross-team initiatives
Strong analytical and quantitative skills as well as experience applying those skills in the advertising domain is highly desired
Adept at solving problems that span business and technology
Proven record of attracting, retaining and growing exceptional account management and customer service professionals

Senior Account Manager Client Services Resume Examples & Samples

Leader of the account services across UHC National Accounts on assigned book of business
Leads and or in conjunction with the Strategic Client Executive (SCE) facilitates external customer meetings to ensure clients are well informed and knowledgeable about plan options, new products, policy and procedural and legislative changes (including Health Care Reform) through consultative, collaborative and open dialogue
5+ years of health care business experience with proven track record focused on establishing and maintaining customer relationships in a service delivery organization
Bachelor’s degree for formal education or an equivalent of related experience
Extensive knowledge of health industry, products and services and the managed care environment
Proven superior customer service skills
Proven strong verbal and written communication skills

Manager, Client Services Resume Examples & Samples

Ensures that client expectations of timelines and deliverables are met, or preferably exceeded
Manages the client relationship in executing AmeriSpeak client studies, offering clients insight into questionnaire design, study design, and sample
Provides value-added insights to the client in the areas of questionnaire design, sampling, data collection methodology, profile data appends, analysis and reporting, and weighting solutions
Supervises AmeriSpeak Client Services Specialists to manage the AmeriSpeak client project from beginning to completion
Responsible for all aspects of project management in executing AmeriSpeak projects, including budget management and cost control, quality of deliverables, and completion of deliverables on schedule
Coordinates with other internal teams such as AmeriSpeak business development, programming, and statistics to execute AmeriSpeak studies
Trains and on-boards new hires in AmeriSpeak processes and procedures for Client Services positions
Supports business development workflow for proposal, pricing, and contracting support for all web survey projects
Bachelor's degree is required, Master's in social science is strongly preferred
At least 4 years of survey research experience required, with a minimum 1 year client management experience
Minimum 2 years of experience managing and mentoring staff required
Advanced knowledge of the principles and processes of survey research
Knowledge of at least one substantive or methodological area
Quantitative analysis skills, well developed problem solving skills, time management, personal organization, attention to detail, discretion, and composure skills
Advanced communication skills
Ability to manage multiple projects, identify and mitigate project risks and work effectively with multiple departments, stakeholders and internal/external clients
Ability to work effectively collaboratively with minimal supervision
Knowledge of general office procedures, technology and equipment
Advanced ability to communicate effectively (oral and written) at all levels
Proficiency with data management in SPSS and/or SAS; Microsoft Office software, including word processors, spreadsheets and graphics (Outlook, Word, Excel, and PowerPoint)

Manager, Client Services Resume Examples & Samples

Manage the quality, timeliness, and support efforts of the direct support team
Assist with coordination and implementation of Mentorship program and Mock Calls
Assist in maintaining consistent QA guidelines for the team
Monitor, track, and evaluate Client Service calls, emails and chats through the NICE System, SFDC, and Avaya CMS
Track global and local teams’ performance statistics using reporting tools
Monitor and evaluate surveys received from clients on a daily basis
Assist in monitoring staffing levels throughout the day and make adjustments as needed – phone, e-mail, chat
Evaluate Client Service Consultants’ performance and conduct monthly check-ins as well as performance reviews with direct reports
Assist with the Client Service Schedules (shifts, weekends, internal meetings/training sessions)
Assist with updating/maintaining training documents as well as with the Knowledge Base and Help Section
Coordinate Continued Education trainings on Capital IQ products (such as Excel, RT, Screening, Estimates, etc.) to complement platform knowledge
Coordinate Specialty Program with Product Leads (such as Excel, Screening, PresCenter, RT, etc.)
Serve as Senior Support – internal resource for the Consultant team
Assist with managing Salesforce implementation
Assist with managing Off-Shore Customer Service
Assist with recruiting and onboarding efforts
Excellent communication, interpersonal skills, and attention to detail
Effective organization, time-management, and multi-tasking skills; approachable to other employees
Proficiency with Capital IQ Platform / Products

Manager, Client Services Resume Examples & Samples

Quantitative degree
Experience with pharma commercial data
Expert level Excel and PowerPoint skills, and SQL

Technology Manager, Client Services Resume Examples & Samples

Interface with customer to obtain a full understanding of the project requirements in order to recommend the appropriate technology to accomplish requirements
Provide project timeline estimates
Translate functional business requirements into technical specifications
Ability to be self-directed, able to focus on personal assignments while remaining part of a larger team with proven ability to multi-task
Manage and mentor development staff members
Identify and organize training and other development plans for all team members
Strive to create a working environment that is technically, professionally and personally rewarding
8+ years’ experience in web development
Previous automotive industry and/or business experience
Experience in creating web applications with connectivity to Oracle and/or SQL Server databases

Manager, Client Services Resume Examples & Samples

Establish and communicate goals that result in excellent customer satisfaction and achievement of business objectives
Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth
Support team members in problem solving to attain first call resolution
Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction
Oversee customer service quality assurance and audit operations
Build, maintain and ensure that all policies and procedures are being adhered to on an ongoing and consistent basis
Ensure balanced workforce management through ongoing and continued capacity planning
Maintain and reinforce the sense of urgency required in order to meet service level objectives
Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary customer satisfaction
Train, mentor, and motivate performance of customer service staff through constructive feedback
Ensure appropriate and timely coaching and feedback sessions are taking place with all employees within the ReSupply team
Ensure corrective action is being administered timely and within corrective action guidelines
Conduct regular meetings with customer service staff to maintain two-way communication and achievement of departmental objectives
Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing reports and other call center technologies
Establish and report on weekly/ monthly SLAs and customer experience measures
Ensure continuous and comprehensive product and customer service training levels with all direct reports

Manager, Client Services, Luxury Suites Resume Examples & Samples

Provides consistent and superior customer service in all dealings with existing and prospective customers
Secure renewal accounts and build base of Multi-Game Suite packages
Lead generation from In-Suite visits
Prospecting new business
Manage event-night service staff
Keen focus on also growing the sales side of the business
Establish relationships across all departments, specifically, with caterers and concierge staff
Game night responsibilities, primarily client facing
University degree or College diploma sports management/business/marketing
Proven experience with client servicing is required
Ability to function in a fast-paced environment and effectively multi-task with attention to detail and sound judgment
Critical and strategic thinker; ability to be proactive and offer solutions
Strong and clear written and verbal communication skills
Strong time management skills; required to work under pressure and rise to creative challenges under tight deadlines
Hours outside of a typical work day are required to work TBJ games and events (includes evenings, weekends)
Comfortable in client facing settings, strong understanding of networking and sales conversions
Creative thinker/process improvements

Manager, Client Services Resume Examples & Samples

Serve as an acting backup to the Director, providing leadership, guidance and direction to team members in the absence of the director
Evaluate associates on performance and complete annual performance appraisals
At least 5 years of directly related experience in a client service or operations environment

Manager Client Services Resume Examples & Samples

Facilitate audits with external, internal, regulatory and other audits
Maintain and coordinate communication tools (including financial statement distribution, shared directories, other) and ensure that users are properly trained
Build relationships with and maintain SLA levels related to property operations department heads
Maintain pre-month-end close processes and certify completion Maintain the timely processing of user requests via management of ticket queue (track and measure performance) and user request email box
Maintain comprehensive financial records prior to finalizing accounting period close
Maintain financial statements and other reports and schedules for timely distribution
Maintain accurate and timely completion of reporting packages (quarterly analysis, business unit requests, 3rd party requests)
Maintain support and participate in budgeting processes The following responsibilities apply to the accounting areas described above
Ensure that all transactional activity is timely and accurately recorded in the general ledger
Ensure that all general ledger accounts are timely, accurately and consistently reconciled for all business units
Maintain service level agreements with internal customers
Develop and maintain effective communication and excellent relationships with internal customers (included but not limited to business units, operations, property CFOs) including ensuring their requirements are identified and consistently met
Manage and participate in projects for systems implementations and/or processes related developments which are internally or externally initiated to ensure that GA requirements are met and/or work efficiently enhanced
Maintain an effective relationship between FSSC process teams, the business unit, and other corporate departments while preserving effective operational processes
Maintain and enhance internal customer service through the implementation of reporting and process improvements as well as promotion of service oriented approaches within all functional responsibilities
Complete timely financial close. Ensure accuracy of all closing entries in accordance with GAAP
Determine work procedures and identify potential improvements to work-flow involved in posting, summarizing, verifying, recording, balancing, reviewing and correcting transactions
At least 5 years specific accounting experience
At least 3 years supervisory experience or equivalent

Manager Client Services Resume Examples & Samples

Lead and manage operational excellence for assigned client accounts
Manage team of Client Program Manager(s) and Client Service Expert(s)
Manage Client Service team that plans, preflights and routes production for commercial customers through the Retail, Manufacturing and Transportation Networks
Conduct periodic audits to ensure compliance of Client specific programs
Implement operational execution processes for the Client Service team
Facilitate rollout of national programs
Partner with cross functional teams to understand solutions and train internal teams on program procedures
Resolve issues escalated by Customers, Sales, Retail and Manufacturing teams
Develop metrics to evaluate productivity and manage the Client Service teams
Provide ad hoc reporting as requested by senior management
Consult with Customers, Sales, Retail Operations, Manufacturing Network, Network Fulfillment Center, Commercial Pricing / National Bid Center and National Dispatch Center on high value orders/customers to determine optimum production and transportation solutions to continuously improve processes to efficiently manage flow of orders into the Network(s)
Provide ongoing training and skill enhancements to ensure growth and development of team
Builds scalable processes by providing actionable recommendations to support client service growth
Establish service quality standards and metrics to drive continuous improvement
All other duties as needed or required
Bachelor’s Degree in Business or equivalent experience
7+ years of print production experience in a high-volume, deadline-driven environment
5+ years of experience for large client accounts with complex print production needs
High level of organizational skills and communication skills
Strong project management and analytical skills to prepare and present statistical data and recommendations to support Client Quarterly Business Reviews
Periodic travel may be required
For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlines in the Team Member Handbook
Ability, on a consistent basis, to maintain attention and concentration for extended periods of time

Manager, Client Services Resume Examples & Samples

Excellent written, oral and formal presentation skills
Budgeting and Forecasting
Iron Mountain Systems: Escrow Back Office
Strong project management, planning and organizational skills
Ability to multi-task and prioritize issues in a complex environment
Ability to support new initiatives
High level problem solving capabilities in support of customer and employee concerns
Ability to recognize and organize the right level of resources to address the problem at hand
Ability to be creative to bring new centralized processes into the team for support
Ability to manage, coach, and support
Total travel 5-10%, overnight travel 5-10%
Education/Experience: 4 year college degree / 2 - 4 years

Manager Client Services Resume Examples & Samples

Sets team direction, resolves problems and provides guidance to members of own team
Coaches team of Account Managers to ensure optimal result
Establishes and implements client management best practices to be shared with the team
Collaborates as part of an internal service team encompassing account managers and applicable functional areas
Oversees ongoing client relationships and service delivery for an assigned book of business
Ensures clients are proactively contacted on a regular basis to manage the relationship and determine potential opportunities
Serves as consultant to team and clients by identifying process improvement opportunities to improve service, reduce errors, and improve overall experience. Involves analyses of issues and creative problem solving
Represents clients internally and works independently to coordinate with other functions to develop, coordinate, and implement client systems, complete projects, solve unique problems, and address ad hoc service needs
Resolves standard and non - standard employer issues and requests as well as retiree issues on behalf of the employer (non - operational); works with other departments including Legal and Compliance as needed to develop written responses to employer issues and requests
Works with team to ensure retention and renewal of client accounts
Oversees onboarding and transition of new employer accounts to ensure accounts are implemented and administered in a manner that meets the clients needs and follows appropriate business practices
Leads presentations for retirees of employer groups and facilitates in person meetings with employer contacts
Acts as a business expert to internal and external stakeholders
3+ years experience leading and developing a team
3+ years Client Management experience
Ability to prioritize and meet deadlines
Client facing presentation experience
Microsoft Outlook and Office Products (Word, Excel, PowerPoint)
Health Insurance Producer License (may be obtained within 6 months of hire)
Knowledge of Medicare products

Program Manager, Client Services Resume Examples & Samples

Confirm project business value, scope, requirements, and deliverables
Define timelines and milestones, resource identification and tracking, status and reporting, and risk identification and mitigation
Identify and engage appropriate CS functional resources for projects
Partner with internal stakeholders and cross-functional teams throughout the life a project
Manage reporting needs to senior leadership on project health and milestone achievement
Communicate with the project stakeholders, including key decision makers and senior leaders, on an ongoing basis
Identify and drive resolution of project issues
Manage and navigate changes in project scope
Balance multiple projects and priorities simultaneously and meet deadlines
5+ Years working as a Project or Program Manager
Ability to define project business value, scope, requirements, cost and risk, and other analytical assessments
Experience building and communicating project plans
Ability to work with cross functional, global teams
Successful record of managing complex large-scale or multiple mid-sized projects
Advanced written and verbal communication skills, including business writing experience
Skillful meeting facilitation
Accomplished experience in negotiating and influencing with both internal and external stakeholders
Efficient Problem-solving and analytical skills
Experience in process improvement
Proficient ability in establishing cross functional, collaborative relationships
Expert in analyzing data to find trends and process gaps
Experience in Human Resources or with Customer Experience initiatives
Experience drafting project documentation for leadership review and project resourcing/prioritization

Senior Manager, Client Services Resume Examples & Samples

Designation such as CFP, CLU, CHFC desirable
Experience in sales/operations management including process improvement (e.g. SIX Sigma / LEAN) experience with strong compliance knowledge and supervisory skills including effective decision-making, time management and communication (verbal, written, interpersonal)
Minimum of 5-7 years of relevant technical and/or functional experience required. Demonstrated experience and success in a coaching environment

Assistant Manager Client Services Resume Examples & Samples

Assistant Manager – Client Services, Advertising Sales & Partnerships
Partner sales teams through all aspects of pitching and execution, idea generation and target delivery
Tracks media plan implementation and campaign roll-out and ultimately responsible for complete cross platform delivery of client campaign, working closing with traffic and booking teams ( on air, off air, online or combination )
Controls project costs
Over 3 years of professional work experience; preferably with an International company or regional markets exposure
Understanding of digital and social media
Good communication skills in English is essential; fluent in Mandarin/Cantonese speaking and written Chinese
Immediate availability

Senior Manager, Client Services FP&A Resume Examples & Samples

Serve as a key finance partner to the sales leadership (VPGMs) and their team in support of Asurion’s Canadian carrier clients and Strategic clients, e.g. Cable MVNOs
Manage client P&Ls with an emphasis of providing analytical decision support to leadership to optimize short and long-term business and financial performance
Develop KPI driven reporting/dashboards along with long-range client financial models to understand account economics and key construct sensitivity
Develop business cases for strategic investments, such as program redesigns and/or new product/client launches, utilizing concepts including IRR, NPV, and payback
Assist Sr. Director with the management and analytics/insight generation for other key Asurion clients
Drive automation of all IT focused financial and operational reporting processes
Maintain SME standards related to core financial and IT based systems (Hyperion, Clarity, Dax)
Willingness to travel – up to 10%
7+ years of related business experience with demonstrated progression of responsibility or position. Supporting sales and marketing experience preferred but not required
Bachelor's degree, preferably in economics, finance, accounting and/or analytics field. MBA preferred
Demonstrated ability to consult and advise business unit leaders on a range of issues related to financial performance, business planning, strategic opportunities, and business case analysis

Manager, Client Services FP&A Resume Examples & Samples

Manage selling and general administrative expense budgets for Client Services and Marketing teams with an emphasis on providing proactive analysis around plan assumptions and variances
Develop automated reporting/dashboards to provide monthly insights to departmental owners
Process and track business partner requisitions, Purchase Orders and obtain necessary authorization
Track and forecast department expense accruals on monthly basis
Submit monthly forecasts and annual operating plan for Client Services and Marketing teams selling and general administrative expenses
Work collaboratively across various Asurion functions (i.e. Product, Pricing, Corporate Finance, Market Analytics) to align on program performance, design, Annual Operating Plan (AOP)/forecasts, monthly results and risks & opportunities
Presentation of financial results/reports to non-financial audiences
Willingness to travel – up to 15%
4 to 6+ years of related business experience with demonstrated progression of responsibility or position. Supporting sales and marketing experience preferred but not required
Bachelor's degree, preferably in economics, finance, accounting and/or analytics field. MBA or CPA preferred
Hands-on leadership style with a proven ability to drive results
In depth financial planning, financial analysis, data mining, and modeling expertise. Strong Excel financial modeling skills are critical
Intermediate to advanced technical skill, including proficiency with Microsoft Office suite. Experience with SQL, Hyperion Planning, Hyperion Essbase is desirable but not required

Manager, Client Services Resume Examples & Samples

Cultivate mid to senior level relationships with key prospects as defined by Senior Director, Client Services
Address a wide range of strategic and corporate identity-related issues ranging from brand architecture, to positioning, to graphic design
Partner with the creative team, and work closely with the financial department to ensure work is delivered on time, on scope and on budget
Develop long-term client relationships and to understand the “big picture” in branding
Serve as the initial point of contact on strategic client issues
Manage the overall client relationship from the initial engagement through contract negotiations
Aggressively promote and advance Interbrand’s services
Implement strategies for new business and marketing efforts in consultation with the Senior Director, Client Services
Prepare responses to both creative and strategic requests that include, but are not limited to, creative briefs, point-of-view decks, etc
Collect and analyze desk research
Attend and take an active role in preparing client presentations
Help identify new business opportunities for Interbrand with existing clients
Build client relationships outside immediate client contacts
Accountable for managing client meetings and bring closure to business issues Interbrand has been asked to address

Senior Manager Client Services Inex Resume Examples & Samples

Creative self-starter with organization, analysis, and problem-solving skills
Integrated Marketing Services' proprietary software, PTS, as well as proprietary Client software, and intermediate or advanced Microsoft Office programs (to generate work requests, coordinate cross-functional tasks, and complete associated duties)
Advanced level insight skills – ability to identify and develop robust data on internal and external operations (especially regarding customer expectations and alternatives) and transform that data into decisions that balance risk with reward
Expert level execution skills - ability to coordinate mutually agreed expectations of what is promised to the customer into measureable business results
Ability to manage and develop direct and indirect reports
Flexible and adaptable to change

100

Project Manager, Client Services Resume Examples & Samples

Bachelor’s Degree in Computer Science, Information Systems, other related field, or equivalent combination of academic and work experience
Minimum 5 years of experience in healthcare information technology or equivalent combination of related experience and education - experience in radiology or cardiology informatics, or similar domain preferred
Strong analytical capacity with excellent troubleshooting skills
PMP certified or working towards certification
Strong knowledge of the following
O Hardware solutions
O Virtual computing environments
O Networking solutions
O DICOM and HL7
O Clinical workflows
Experience in customer service delivery with a focus on project management
Ability to complete tasks on-time independently with minimal guidance
Superb customer service skills, including high-level professional demeanor and excellent
Interpersonal communication skills

101

Manager, Client Services Resume Examples & Samples

The ability to inspire others you work with
Experience engaging clients
Effective communications skills
Managed people (well)
3+ years of experience in CRM, direct marketing and/or integrated marketing
A BA or BS…bonus points for having a BA in BS

102

Team Manager, Client Services Resume Examples & Samples

Proactively discuss and/or support products and services, and plan design with plan sponsors. Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion
Alerts management and other appropriate parties (ie. legal, financial advisor, alliance manger, other ADP business units, etc.) of critical client issues where appropriate
Maintain a basic understanding of the types of investments in each retirement plan and be a LIASON for client questions
Assess, recommend and/or create custom client and participant Education Program(S) and schedule participant education workshops with the plan sponsor
Request employee education workshops and literatureConduct and/or support in-person Annual Plan Reviews for all plans with assets greater than $10m
Conduct and/or support Annual Plan Reviews via conference call for plans under $10M or in person as necessary
Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary
Communicate and/or support compliance testing results and recommend options to improve results (if necessary)
Monitor plan documents for adherence to applicable rules and regulations
Assist and/or support clients in complying with year end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and Audit Package preparation and reconciliation
Monitor profitability of clients and recommend appropriate revenue generating products and services
Proactively seek out and/or support additional revenue opportunities such as M&A activity or payroll additions
Provides mentoring & constructive feedback to new associates on a consistent basis
Effectively handles escalated calls
Assists in phone monitoring duties
Proactively assists with critical clients
Coordinates and peer reviews plan changes and acquisitions
Keeps management abreast of any trends visible through all client interactions, operational data and clarify cases
Takes part in disaster recovery testing and provides feedback on system enhancements
Up to 1 Year of Directly Related Experience
Bachelor's Degree or its equivalent in education and experience
ASPPA QKA PREFERRED
Experience in a client service environment required
ADP payroll and 401(k) experience is preferred
Demonstrates strong oral/written communication skills
Demonstrates strong listening skills
Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify)
Proficiency in using payroll and recordkeeping systems
Ability to learn quickly, function in a fast paced environment, and work on multiple projects simultaneously
Proven relationship-building skills
Strong time-managment, organization and problem solving skills
Demonstrates strong presentation skills
Ability to gauge client satisfaction through scheduled surrey's, client visits and day-to-day interaction

103

Project Manager Client Services Software Claims Operations Resume Examples & Samples

Develop and apply project life cycle methodology and tools to drive project quality
Manage / ensure proper release / deployment / functionality of assigned projects
Develop, document and implement project communication protocols
Responsible of ensuring end-to-end documentation development, with vendors or internal resources, assigned to projects
Lead project team in process improvement and maintenance activities
Create quality reporting, analysis and audits for measuring projects and programs to support continuous quality improvement
Assist in the creation, implementation and evaluation of internal software automation solutions
2+ years of experience leading project management teams / direct reports
4+ years of experience performing software related project management oversight
Intermediate knowledge Project Management practices and protocols
Enough understanding relational databases and database structures (SQL server, VB.net) and design, systems design, data management and data warehouse to work effectively with programmers
Intermediate level of proficiency in Microsoft Access, Word, and PowerPoint
Advanced level of proficiency in Microsoft Excel; ability to write macros and complex formulas
BA / BS in MIS, Statistics, Mathematics, Computer Science, Business or a related field
Experience working with Pharmacy or healthcare claims information

104

Manager, Client Services Resume Examples & Samples

Curate a knowledge of the entire digital media landscape to make sure clients have the best media delivery possible
Maintain healthy and productive relationship with members of the sales team and sales leadership
Manage all client contracts (IO/PO) ensuring client signature and contracts are in place prior to campaign launch date
Oversee Campaign Implementation -- Obtain creative assets from client and work with AdOps and Media teams to ensure campaign is set up and placed properly
Daily campaign management -- ensure deliveries are being hit, manage discrepancies, over/under delivery, etc
Compile daily/weekly/monthly campaign reports for each campaign and send to Account Executives and/or client as needed; and revenue reports for each AE
Be able to compile and present campaign statistics to clients in a professional and knowledgeable manner
Work with Media Planners and Ad Ops Coordinator to ensure campaign fulfillment and optimization
Speak to all LIN Digital Display, Mobile, Video and Social Products and proactively seeks information and understanding of industry standards and needs
Demonstrate a healthy understanding of the digital media ecosystem and the ability to communicate effectively with both digital and non-digital professionals
Ability to multi-task and meet deadlines without exceptions
Extreme attention to detail and strong sense of urgency in completing tasks
Present and analyze data effectively and efficiently
Persuasive oral & written communication
Strong interpersonal skill and ability to work with a team
Knowledge of digital media
******* EOE/MINORITIES/FEMALES/VETERANS/DISABLED *********

105

Manager, Client Services Resume Examples & Samples

Ensures a high quality client experience; managing the team that delivers on agreed upon services and adds value to the client experience measured by client satisfaction, continued engagement of services and referrals to new clients
Provides leadership in developing and continuously improving the client services workgroup in accordance strategic and financial goals of the institute
Establishes and maintains strong communication channels with all stakeholder groups, at all levels of leadership with partners, clients and internal support teams to proactively plan and resolve issues
Is responsible for the recruitment, employment, and release of personnel. Ensures that job descriptions are developed, performance evaluations with detailed feedback are routinely administered, and staff development and education are high priority and succession planning is in place. Deals firmly and appropriately with conflict
Team building – encourages teamwork by making team members aware of the value of each person’s unique background and contribution to the team. Fosters effective working relationships between members of the work unit through planned activities, open discussion and interventions. Keep team members focused on the objectives of team unity, cooperation, and excellence
Undergraduate program in Business, or a related degree required
Six years progressive experience in a healthcare, consulting, or related setting required
Masters Degree in Health Administration or Business Administration, or other relevant program preferred. Experience in leadership position while applying lean to manage division/department preferred. Experience in leading culture change preferred. Experience in healthcare preferred
This position requires completion of Advanced VMPS for Leaders by one year employment anniversary

106

Client Services Manager Client Services Manager Resume Examples & Samples

Minimum of 2 years previous agency staffing and recruiting experience preferred
Attention to detail, excellent organizational, verbal, and written communication skills
Exceptional customer service, problem solving, and negotiating skills
Ability to prioritize, multi-task, and possess critical thinking skills
Ability to work well under tight timeframes

107

Project Manager, Client Services Resume Examples & Samples

Bachelor’s Degree in Computer Science, Information Systems, other related field, or equivalent combination of academic and work experience
Strong knowledge of the following: Hardware solutions, Virtual computing environments, Networking solutions
Basic knowledge of the following: DICOM and HL7, Clinical workflows
Superb customer service skills, including high-level professional demeanor and excellent interpersonal communication skills

108

Team Manager, Client Services Resume Examples & Samples

Train and mentor team members and identify development needs across the team, working Director to coordinate additional training as needed
Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
Hire/Fire authority in conjunction with Human Resources
Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Prior leadership training

109

Partner Manager, Client Services Resume Examples & Samples

Directly nurture and manage relationships with strategic account partners and clients
Lead optimization efforts and technical implementations
Identify opportunities for incremental campaign opportunities
Manage revenue delivery and budget spend, including daily optimization and providing real time recommendations
Provide regular reporting to clients, including scheduled meeting and quarterly reviews
Drive product innovation based upon client needs and industry trends
Attend industry and client entertaining events, including interstate travel on a regular basis
Ideally 2-3 years of experience working directly with advertising, internet or technology companies in a client facing role
Strong analytical skill set consisting of Excel, Tableau, Salesforce or similar tools
Experience working in a fast-paced, high energy sales culture
Understanding of Japan digital landscape
Proven track record in advertising sales and media account management. Interest in working against an assigned goals and driving sustainable growth
Knowledge of the display advertising ecosystem is preferred together with a passion and interest in RTB, Programmatic Buying, performance marketing and direct response measurement
Strong communicator and highly analytical working with multiple partners
University Bachelor's degree or equivalent
Project management capability including working with international teams

110

Manager, Client Services Resume Examples & Samples

Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered
Typically a minimum of 6 years
Related professional experience and prefer a minimum of 1-2 years experience in a supervisory position
None Identified

111

Manager, Client Services Resume Examples & Samples

Bachelor’s of Science or a related area required. Master’s degree preferred
Minimum of five (5) years experience within a health care client service setting including experience in clinical lab operations, required
Strong verbal, organizational, and communication skills

112

Program Manager, Client Services Resume Examples & Samples

Oversee execution of GEMG client marketing campaigns, including providing client service, creating timelines and budgets, and managing campaign execution from activation to recap
Manage project requirements and ensure requirements are completed to expectations and within project scope
Manage client relationships, expectations, and delivery of ROI
Lead regular check-ins with ad operations manager, project managers and other key stakeholders to ensure projects are on track
2-4 years of experience in a program/project management role, preferably with a media organization, digital agency, or B2B company
Strong background in digital advertising and media
Experienced in working with clients, including leading client meetings, etc
Strong project management, organization and prioritization skills
Excellent written, verbal communications and client management skills
Ability to multitask with effective resolution management in a fast-paced, growing environment
Attention to detail, poise, and grace under pressure
Force of Intellect - Atlantic Media seeks a discipline and rigor of thought as manifested, often, in exceptional academic performance and, later, success in a professional environment
Spirit of Generosity - Equally, Atlantic Media seeks what we term a spirit of generosity – a natural disposition towards service and selfless conduct

113

Senior Manager Client Services Resume Examples & Samples

Daily management of exceptions in all systems
Capture, document, prioritize and coordinate fixing data issues
Data Quality management
Data Completeness validations
Gap analysis and impact assessment
Creating and reporting against technology SLA’s, and with country SLA’s
User ID provisioning and validations / manage user access rights
Incident management: Primary contact for user issues
Excellent communications skills to address all project related issues and conflicts within the management of the AML day to day technology operations
Demonstrated knowledge and understanding of current best-in-class industry operations processes and procedure to include proper process documentation all the way to senior management reporting to capture matrics and kpi's on risks and issues
Demonstrated ability to independently manage the day to day operations of a global AML business
Demonstrated hands on experience (7 years) in issues triage and management with clearmanagement reporting on progress
Proven ability to direct internal and contracted operations groups with varying levels of knowledge and experience
Minimum 7 years direct experience in managing operations teams in financial institutions
Bachelors degree in a related field is mandatory
A Masters degree would be an advantage
Previous experience in Financial institutions in Operations roles is an asset

114

Senior Project Manager Client Services Resume Examples & Samples

Responsible for the management of the customer projects/programs and overall forecast demand for that customer
Responsibilities include but are not limited to: timelines, milestone tracking, cost management, action logs, documented communication, dashboards, and all other requirements for the effective execution and timely communication of the order or project status per agreements and time lines
Responsible for assembling, analyzing and reporting Customer metrics around service and quality levels for the PMO Team. This includes assembling and analyzing the data for the QBR with the customer
Ensures that the ITO Cell/Ops team can provide timely delivery of custom products for all their customers
Will travel to visit customers during Quarterly Business Reviews (QBR’s) or for specific Customer meetings working closely with the BPD Account Manager to accomplish a pre-determined set of goals and objectives for face-to-face meetings
Leads cross-functional teams appropriate to support the timing and scope of the customer specific project or global programs that are initiated by TFS
When troubleshooting customer technical issues, the Sr Client Services Project Manager needs to identify and understand the functional components of their customer’s processes and align the appropriate Life Tech resources and stakeholders to address and resolve technical issues in a timely manner
Provides input to the demand planning efforts for customs across BPD. Translates the funnel and customer program information into operational capacity and demand. Works with Product Management and Demand Planner to ensure open communication
Participate in or lead weekly/biweekly/monthly status update meetings or Triangle calls with the BPD Account Manager and/or Regional Team. The purpose of these meetings are to ensure that the Account Manager/Sales Team is fully informed of the status of orders and projects, confirm necessary communications are taking place between the client and the PMO Team, the status of various agreements, and identify any new leads and/or concerns of the client
Will also work closely with the District Manager(s) that oversee the various regions that they, along with the APM’s, are responsible for as a team. The purpose will be to align and work towards achieving the growth objectives for their respective regions
Will also work closely with and coordinate activities with the regional FAS’s in supporting the technical needs of the customer
Works with QA and R&D in hosting audits and Technical Visits. Provide support to Business Leader for additional Customer Visits. Works with Quality to ensure audits are closed out per Quality Agreements or an agreed to time line
Ensures that the QA team handles 'official' communication from the BioProduction Segment regarding Customer Notification - change notification (raw materials, processes, etc.). Will work with Quality to generate the change or manage the entire process
Also works with the internal team and Commercial Operations to facilitate the development, sign off and execution of Supply, Pricing, Service Level, and Quality Agreements. Also includes CDA’s
B.S./B.A.degree in Biological Sciences, Chemistry or Engineering, with 5 years of overall technical experience
5 years of Project Management experience participating in cross-functional project teams
2 years leading cross-functional teams
Experience in working with global teams is a requirement
Travel is required up to 25% of the time
Knowledge of “biological” drug development process, especially the IND through full scale, marketed production of biological drugs
Project management certification and training is preferred but not required
Excellent communication/customer service skills
MS degree in Biological Sciences preferred

115

Manager Client Services Inex Resume Examples & Samples

3-5 years of experience in Sales or sales support role
Proficient level influencing skills – ability to manage internal and external boundaries, set expectations, and build alignment at varying management levels/client interface
Proficient level insight skills – ability to identify and develop robust data on internal and external operations (especially regarding customer expectations and alternatives) and transform that data into decisions that balance risk with reward
Proficient level execution skills - ability to coordinate mutually agreed expectations of what is promised to the customer into measureable business results
Proficient level credibility skills – ability to use personal effectiveness to link relationships, processes, and business methodologies with revenue-producing activities
Ability to listen to direction and communicate that direction to others
Ability to prioritize work from multiple stakeholders and tactfully communicate those priorities
Ability to communicate effectively with team members who reside in multiple locations
Ability to communicate effective over multiple electronic means, as well as in person

116

Senior Manager, Client Services Resume Examples & Samples

Manages a team of Client Achievement Coordinators to ensure program effectiveness in their region
Mentors CSMs and assists with regional escalations
Provides pre sales support, implementation planning, and professional development assistance
Explores opportunities to expand services and products to customers
Oversee onboards of large or strategic new customers to ensure a smooth implementation of services post sale
Provides ongoing training and education about products and services
Coordinates internal resources to ensure customer experiences seamless service delivery from operations, curriculum, instruction, support, etc
Fosters strong working relationship with key customer stakeholders, soliciting regular feedback and responding proactively to any concerns
Monitors contracts to ensure compliance with terms
Monitors program outcomes and provide proactive recommendations to customer and corporate stakeholders to improve student/program outcomes

117

Risk Manager Client Services Group Institutional Financial Services Resume Examples & Samples

Perform and lead projects using Lean/Continuous Improvement workshops with the business to assist with process/role re-engineering
Evaluate bus unit control design and effectiveness (testing)
Participate in projects to evaluate process and control gaps and work with process owners to effectively remediate known gaps
Maintain control documentation
Prepares and executes control audit testing plans. Prepares documentation to adequately document findings for review by senior staff and management
Identify and define process and control issues and root causes
Recommend courses for remediation as identified
Involved in the day-to-day process of interpreting and applying compliance policies and standards
Bachelor’s degree in Accounting, Finance, IT or other related discipline required
10+ years of accounting business process re-engineering or financial audit experience, with a minimum of 7 years specific to information security/audits in a process and controls environment
MS Office skills including Access and Excel
Background in Risk Management and /or development of Key Performance and Risk Indicators is highly desirable
Certification in Six Sigma methodology and/or Lean is highly desirable
Strong data analytics and proficient understanding of SQL, relational databases and concepts
Business process modeling/VISIO experience

118

Manager, Client Services Resume Examples & Samples

Manage client relationships to provide a superior client experience through day-to-day training, support and consulting for our products
Proactively work with clients to understand their business needs, in order to help us to develop better products, and to provide services that exceed client expectations
As a user advocate and primary subject matter expert, collaborate with the product team in ongoing product development, including review of designs and concepts, development of new features, and prioritization of work and functionality
Perform client perspective testing of our solutions throughout the agile development process to ensure that they meet client expectations, and functional/performance specifications
Assist with the development of requirements for new products, as a subject matter expert
Conduct client/internal sales training programs
3+ years of digital media planning experience with an agency or publisher
Excellent people skills, patience and ability to translate complex concepts so they become simple, and easy to understand
Strong organizational skills, detail-oriented with thorough follow-through Responsive and flexible – adaptive and highly resourceful to excel in a fast-paced, dynamic environment
Adept at management of complex, concurrent projects to produce high quality results – on time
Ability to work collaboratively with colleagues, business associates and staff
High level of initiative, curiosity and passion for doing great work
Ability to persuade and positively influence at all levels of the organization
Comfortable rolling up your sleeves and doing whatever it takes to get the job done given the constraints of time, budget and human resources

119

Manager, Client Services Resume Examples & Samples

Client Management - Monitors key metrics (backlog reports, client reference ability, client survey scores, account status, etc.) and other documentation to effectively manage client satisfaction and retention. Serves as an escalation point for the team on client concerns and works with team members, and others as necessary, to positively impact the client. Follows up on client surveys as necessary. Oversees the seamless transition of clients from Implementation to Service
Client Relationships - Coaches team members on building client relationships at multiple levels of the client's organization. Personally builds and maintains relationships with clients' key decision makers. Participates in account review and partnership meetings. Communicates and coordinates with Relationship Managers and Sales, as appropriate, to fully service the client and maximize client relationships
Client Retention - Works with team to recognize client "warning signs" and develop and implement retention strategies for any clients at risk. Understands contract status of assigned clients and works with necessary contacts, including relationship manager, to negotiate contract extensions and addendums as appropriate
Talent Management - Recruits and selects new talent. Ensures timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team. Recognizes and rewards superior performance and top performers. Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates. Ensures effective and relevant individual development plans are in place
Departmental & Region Support - Implements and supports division, region, and department programs and initiatives. Participates in region and division project teams. Functions as a regional representative to provide product feedback, manage key performance metrics, and evaluate tool enhancement opportunities. Assumes responsibility for coordinating and administering region/department initiatives (i.e., EOC, Quality Survey, User Group Activities, survey recognition, etc)
Financial Management - Works with team and Sales to identify opportunities to generate revenue. Manage assigned budget including expense management and budget projections
Assists executive leadership with special projects as required or assigned
This position entails formal, direct supervisory responsibility for professional level individual contributors
Matrixed supervisory responsibility includes the establishment and adherence to tactical processes, plans, programs and policies related to systems and the flow of information within the market segment
The ability to effectively plan, develop and direct the activities of teams of client services professionals, as described, as normally obtained through at least 3 - 5 years of full-time employee leadership work experience and proven success working for a consulting, software, or other technology or business solutions company
The ability to foster strong relationships with Clients and internal WageWorks’ departments is required
Experience performing consulting, client service, account management, customer service or call center experience in a sales support environment is required. The ability and skill to effectively service clients with 5000+ employees, as obtained through at least 5 - 7 years of account management experience in a related field or environment is required
Excellent organizational, leadership, communication, presentation, listening and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to navigate political arenas with ease as well as persuade, influence and sell change effectively while projecting a professional image. Requires self-confidence and the ability to work independently. Ability to interact effectively with clients, sales team members, operations, customer service and other internal departments as described is required
Requires excellent data gathering and analysis skills, utilizing reports, spreadsheets, web-based applications, and other software tools. The ability to assess and resolve simple to complex issues related to products, service delivery or payroll issues is essential
Exceptional organizational and time management skills, orientation to detail as well as a high commitment to client satisfaction are required. The ability to handle multiple tasks/priorities under time constraints is required. The abilities to proactively identify client needs and offer solutions as well as build rapport and effectively communicate at multiple levels in the client organization are essential
Knowledge and expertise in or the ability to rapidly learn the Company’s products and services is required
Knowledge of FSA, HSA, Commuter or other tax-advantaged benefits, payroll, GL and accounting is required
3-5 Years of experience in a Senior Client services role, preferably in the HR outsourcing area. Experience as a team lead or supervisor is preferred

120

Manager, Client Services Resume Examples & Samples

Supports the consulting staff to better enable them to do deliver high-quality work at our healthcare clients, including managing project budgets, developing project financial forecasts, drafting contracts, managing time and expenses and client invoicing
Supports leadership to better manage the business by developing company financial forecasts and reporting
Works collaboratively with a team to obtain the necessary information and share key outcomes and decisions. Must me a good team player and communicator
Determines client need for placement/staffing services with Senior Vice President; sources candidates to Senior Vice President for referral to client
Determines pricing strategy for client and prepares contract; submits contract to Mednax Legal for authorization
Establishes candidate base for placement services; meeting with Senior Vice President to discuss needs
Arranges candidate interviews by coordinating schedules with candidate and client
Works with client to secure long-term housing, hotel discounted rate for consultants, car fees, etc. that are matched to client reimbursable expense requests
Conducts regular follow-up with Director, Consulting Services and Senior Vice President to determine the effectiveness of placement of candidates at client sites while maintaining a determined communication strategy with the client/candidate
Assures execution of contracts with client and placed candidate
Attends conferences; organizes events for client and candidate relationships
On-boards candidates at client site when deemed appropriate

121

Senior Manager, Client Services Resume Examples & Samples

Managing a local Client Services team (currently three individuals), offering day-to-day support, guidance and insights, as well as providing a senior escalation point as required
Personally managing a selection of key client service relationships in this market, combining your own specialist skills with a deep knowledge of each client’s strategic business priorities
Leading by example on best practice implementation and technical troubleshooting of new and existing client campaigns, offering any required assistance & training to the team
Heavy focus on monitoring and optimising campaign & partner performances across all client bases
Troubleshooting & solving common technical problems and addressing incoming client issues, training direct reports to do the same
Developing and maintaining an expert-level proficiency in the Integral tool set and setting the same standard of knowledge across the team
Providing formal & ad-hoc training to the direct team as and when needed, as well as to others if required
Establishing clear focus and ease of process with the reporting team
Bilingual or native French speaker, fluent in (written & spoken) English
Extensive hands-on client / partner / campaign / implementation management experience
Proven success in managing client relationships and offering extraordinary client service
Previously directly managed a 2+ person team
Relevant experience in a client-facing role at an online media company, digital agency/trading desk, sell side partner in the space
Impeccable attention to detail; service minded and team orientated
Analytical mind, passionate about driving business-critical insights through IAS data
Experience in management of digital ad delivery, optimization and/or yield management
Strong ability to work well under pressure while maintaining a highly positive attitude
Team player with a natural disposition to support and collaborate with colleagues
Ability to adapt and define & manage objectives in a fast paced, ever-changing environment
An understanding of the digital media landscape, as well as a solid grasp of technology and the Web
Positive, professional demeanour and experience leading conference calls and in-person presentations
Demonstrated success working in a fast-paced business environment
Comfortable working with large data sets to identify trends and other insights
Desire to take on increasing responsibility
Enthusiastic about technology and startup environment

122

Manager Client Services & Support Resume Examples & Samples

May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering
Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments
Ability to understand and apply concepts
Requires human relations, negotiation and documentation skills
Flexibility, versatility, dependability

123

Manager, Client Services Resume Examples & Samples

Develop and maintain working relationships with clients and potential clients
Client onboarding and conversion project management
Development of process and procedure documentation
Key player in ongoing strategy and development of client solutions
Review reports and provide answers to clients’ questions regarding reconciliations
Assist Senior Management in monitoring productivity of direct reports through observation, hands-on coaching of staff, field questions and concerns from direct reports, and inform Senior Management accordingly
Participate in internal and external audits to ensure compliance with client requirements, Fair Debt Collection Practices Act (FDCPA), and company policies and procedures
Accountable for all decisions, actions, and directives
Follow up in a timely manner to ensure customer satisfaction
Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties
Knowledge, understanding, and compliance with TSI policies and procedures
Make recommendations to implement improved processes
Bachelor’s Degree or equivalent in relevant work experience
4 years of related management experience required. 5 years of related management experience preferred
Ability to lead, direct, and motivate others
Ability to prioritize and work in multi-tasked environment
Proficient personal computer skills, including Microsoft Office
Ability to work in a team fostered environment

124

Manager, Client Services Resume Examples & Samples

Designs and implements training plans based on assessment of team needs
Manages the processes and administration of customer inquiries for his/her assigned area(s) of responsibility ensuring accurate, fair and efficient call management
May develop budgets for assigned area(s)
5+ Years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience(Required)

125

Manager, Client Services Resume Examples & Samples

Oversee the smooth operation of the Client Services Frontline Team with effective resource management
Provide mentorship and leadership to the Client Services Frontline Team in the delivery of service excellence
Conduct regular performance reviews with staff
Conduct regular coaching and monitoring of transactions via Service Quality measurements (Soft Skills & Accuracy)
Attend to calls, voicemails, walk-in, correspondences, cashiering from both policyholders (external customers) and advisers (internal customers)
Resolve customers’ issues in a timely and equitable manner. Log and escalate any received complaints from customers for resolution
Handle first level escalations effectively and per established protocol. Track trends and review processes resulting from feedback
Attend to processing tasks including change of address and return mail handling
Conduct training for advisers or Client Services Frontline Team when necessary
Any other tasks and projects assigned from time to time

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