Manager Client Management

Job Summary

Lead and manage client accounts to ensure smooth client business integration and drive business growth of clients

General Responsibilities

• Manage day to day operations to ensure smooth activities to support the business growth of assigned clients.
• Lead and manage service complaints to ensure all complaints are resolved, and support Client Management team in resolving client complaints & requests as needed.
• Lead the development of workflow/processes to ensure all functions align/agree for the improvement process of the company.
• Lead the assigned team to have the best performance of Client Management
• Promote and drive the Client Call Center for service record traceability and client satisfaction.
• Ensure the compliance of standard company policies and recommend improvements to the policies/processes for operational efficiency.
• Ensure consistent and timely distribution reports/statistics to internal and external stakeholders.
• Proactively coordinate with related functions to solve the issues raised by the clients.
• Develop and maintain good relationships with clients.
• Coordinate and cooperate with all internal teams & local partners to maintain the clients' service satisfaction levels (KPIs)
• Contribute to ensure successful renewals with clients in charge and optimize the profit for the company.
• Manage and lead the team to drive the execution of the set KPIs.
• Drive and manage the learning and development of team in the area of Client Management and DKSH behaviors to achieve team/function goals.
• Drive self-learning and improvement of Client Management and DKSH behaviors as part of continuous learning.

Functional Skills and Knowledge

• Demonstrate strong understanding of clients' industry/business/products
• Demonstrate strong client management and communication skills
• Proven the senior level of building relationships with stakeholders.
• Demonstrate fluency in English, both written and spoken
• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)

Education

Bachelor’s degree in Business Administration, or an equivalent degree
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