Client Services Director

The role of Client Services Director is responsible for overseeing all aspects of our client relationships, from planning to budgeting, including coordinating with different teams on projects to make sure projects meet their intended goals.

They are entrepreneurial minded individuals who have a strong understanding of how business works at different levels from management up to creating new avenues in which businesses can grow into successful competitors within their industry.

The Client Services Director works with the sales representatives and other departments including the operational team to maintain the company’s existing clients, foster strong relationships and seek opportunities for growth.

Their primary role is to oversee the entire customer experience, so the Client Services Director will work with other directors, managers, and the operation to ensure clients are satisfied, and partnerships remain in good health, deliver strategies to grow partnerships, whilst ensuring the team are providing quality, cost-effective services, becoming a partner of choice.

Client Services Director will undertake all account management responsibilities. Duties will involve both managing relationships with clients and guiding internal account personnel. An effective Client Services Director has great aptitude in building and maintaining strong partnership relationships.

They also possess excellent planning and leadership abilities to coordinate and advise operational managers, supervisors, and the senior leadership team.

The goal is to ensure the company’s retention of clientele and facilitate further growth.

JOB DESCRIPTION

• Own the performance KPI’s with the client – driving performance through ensuring consistently high activity and quality in line with our contracts
• Refine and ensure the complete on-going adoption of the Huntswood delivery process and methodology to maximise revenue
• Identify opportunities for price increases; for example annually, linked to inflation or in line with AWR responsibilities
• Maximise margin gains through creating efficiencies in processes, automation or other means
• Communicate account strategies effectively to key internal stakeholders in each functional area
• Create value for our clients that generates a competitive advantage, cost savings, and/or new, profitable revenue stream
• Support retention of business during renewal negotiations
• Make recommendations on when to ‘walk away’ from a contract which is not commercially viable
• Provide the Huntswood leadership with performance metrics and insight on a regular basis
• Identify opportunities for improvements for clients through best practise and industry insight
• Identify training and development requirements and proactively seek formal / informal resolution.
• Consistently overachieve monthly, quarterly and yearly targets for business opportunities, revenue generation, accuracy and conversion

ESSENTIAL SKILLS

• Proven experience within the BPO market or similar position
• Experience within the banking/insurance/utilities space is highly advantageous
• Demonstrable experience in negotiation and meeting client requirements
• Solid understanding of budgeting and reporting on progress
• Knowledge of performance evaluation techniques and metrics
• Working knowledge of MS Office and/or relevant software (e.g. Salesforce)
• Excellent communication and interpersonal abilities with aptitude in fostering long-term relationships.
• Outstanding organisational and leadership skills

CORE BEHAVIOURS

To work with, Huntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;

• Confidential, reliable and genuine
• Dynamic, passionate and determined
• Friendly, compassionate and cooperative

“It's not just about what we do, but the way we do it. And it's our values that make us special.”