Role Purpose:

To ensure the delivery of high-quality services and support tailored to the specific needs and requirements of customers within financial sector. Through strategic service management, customer relationship management, and continuous improvement initiatives, you will drive customer satisfaction, loyalty, and retention within Government and Financial sectors, contributing to the overall success and growth of the company. The primary role is to manage service operations, maintain customer satisfaction, and drive continuous improvement initiatives to enhance service delivery.

Position Information:

Title: Manager, Key Financial Accounts

• Unit: Business
• Division: Business Sales
• Location: HQ
• Grade: L3
• Line Manager:
• Direct reports:

Minimum role requirements:

• Qualification: Bachelor's degree relevant.
• Experience: 6 years of experience

Key Accountabilities:

1. Develop and implement service strategies tailored to Financial Sector, aligned with the company's overall business objectives and customer needs. Identify industry-specific service requirements, challenges, and opportunities to optimize service delivery and drive customer satisfaction.
2. Build and maintain strong relationships with key stakeholders, decision-makers, and influencers. Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions, fostering trust, credibility, and partnership.
3. Define, negotiate, and manage SLAs with customers to establish clear expectations for service performance, availability, and reliability. Monitor SLA compliance, analyze performance metrics, and implement corrective actions as necessary to meet or exceed contractual obligations.
4. Establish robust incident and problem management processes to identify, prioritize, and resolve service interruptions and technical issues for customers. Coordinate with internal teams, external vendors, and partners to expedite problem resolution and minimize service downtime.
5. Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction. Solicit feedback from customers, analyze satisfaction metrics, and implement initiatives to address pain points and drive loyalty.
6. Monitor customer satisfaction levels, gather feedback, and address concerns proactively to maintain high levels of customer loyalty and retention. Anticipate customer needs, deliver exceptional service, and exceed expectations to solidify long-term partnerships.
7. Establish efficient processes and workflows for service delivery within targeted industry sectors. Ensure compliance with regulatory requirements, industry standards, and best practices to mitigate risks and maintain operational excellence.
8. Collaborate closely with cross-functional teams, including sales, product management, marketing, and technical support, to align efforts and deliver integrated solutions. Coordinate service activities, share customer insights, and leverage internal resources to support customer needs effectively.
9. Stay informed about industry-specific trends, developments, and challenges. Conduct regular market analysis and gather customer feedback to inform service strategy development and identify opportunities for service innovation and differentiation.
10. Establish key performance indicators (KPIs) and metrics to track service performance, customer satisfaction, and SLA compliance. Generate regular reports, dashboards, and insights to communicate progress, identify areas for improvement, and drive accountability.
11. Provide strategic direction and guidance to the team to achieve sales goals and objectives. Collaborate with cross-functional leadership teams to identify value proposition gaps and prioritize sales efforts for revenue acceleration.

Key Competencies:

Leadership:

• Assertiveness and Conflict Resolution
• Fostering Learning and Development
• Inspiring and Leading Others
• Leading Change and Cultivates Innovation
• Visioning and Alignment

Behavioral:

• Drives Achievements
• Ethics & Compliance

Technical:

• Contact Centre Handling
• Customer Contact Center Operations
• Digital Analytics
• Digital Customer Behaviour Analysis

Last Date:

• 10-Oct-2024.