Key Performance Area:

Duties:

Customer Relationship Management

• Managing customer project and contractual requirements from beginning to end.
• Handling escalations and ensuring clients are constantly updated on progress.
• Carrying a customer-centric mindset and "can do" attitude.
• Managing conflict or disagreements with respect, maturity, patience, and understanding.
• Encouraged participation in customer's social gatherings when applicable.

Contract and Service Level Management

• Managing contracts and ensuring the company is honouring their contractual commitments to the client.
• Familiarizing with current client contract terms and conditions, service offerings, and commercials.
• Creation and maintenance of the Service Level Agreement with the relevant cost schedules and reporting. Providing service delivery services to the customer for both internal and external use.

Team and Performance Management

• Managing Key stakeholders and service owners, including monthly KPI feedback meetings.
• Managing, developing, training, and providing feedback to staff where applicable.

Service Portfolio Management

• Understand the full -service portfolio per client and ensure the management of contracted services in alignment with client expectations.
• Build solid relationships both internally and externally, provide direction driving the concept of TEAM

Monthly Service Reviews, Reporting and Performance Monitoring

• Ensure that weekly updates and monthly service reviews are conducted according to the BCT Service Delivery Model and Reporting standards i.e  presenting accurate, up-to-date monthly reports to clients on usage and performance statistics, risks and CSI recommendations.

Communication and Engagement

• Communicating primarily via WhatsApp, Teams, email, and phone calls.
• Maintaining an up-to-date Outlook calendar, noting private and business responsibilities/meetings.

Service Improvement & Innovation

• Identifying areas for process improvement to enhance service delivery quality and efficiency.
• Implementing best practices and innovative solutions to meet or exceed customer expectations.
• Continuously seeking feedback from clients and internal teams to identify and act on improvement opportunities.

Risk and Issue Management

• Proactively identifying potential risks to service delivery and developing mitigation strategies.
• Managing and resolving service-related issues in a timely manner to minimize impact on the client.
• Escalating critical issues to senior management when necessary and ensuring transparent communication with the client.

Client Onboarding and Transition Management

• Leading the client onboarding process to ensure a seamless transition from sales to service delivery.
• Creating tailored service transition plans for new clients, ensuring alignment with their specific needs.
• Managing client expectations during the transition period to ensure smooth integration into the service.