Director Client Services

IBEX Global•Washington, DC

About The Position

The Client Services Director is responsible for a full range of business activities and client relationship management in support of one or more clients. He or she will be accountable for overall account strategy and revenue generating activities; identifying and presenting continuous improvement recommendations. This position will ensure that client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments.

Requirements

Bachelor’s degree in Business or other related field.
8+ years Client Services and Operations experience ideally with a Technical Support program in telecom, high-tech or consumer electronics industries within a call center environment.
4+ years management experience.
COMPETENCIES: Business Acumen.
Communication.
Consultation.
Critical Evaluation.
Ethical Practice.
Global & Cultural Awareness.
Leadership & Navigation.
Relationship Management.

Nice To Haves

MBA preferred.

Responsibilities

Builds collaborative, client-focused relationships, internally and externally at all levels in client organization and internally.
Maintains communications and working relationships with resource units and other critical organizations for input and resolution of business issues.
Ensures that client communication and support processes are in place to promote client confidence in IBEX.
Establishes points of contact and levels of authority within IBEX for working with the client.
Leads complex matrix organization in support of client and acts as the client advocate, i.e. the voice of the client for all IBEX units.
Owns effective management and progression of client escalations to resolution.
Develops and manage Client Strategic Plans.
Ensures that business opportunities align with overall business and account strategies.
Works closely with sales and financial teams in new business capture efforts including defining solution alternatives and developing pricing models.
Proactively works w/Sales and assist in effort to extend client relationship and provide additional functionality, products or services.
Responsible for delivering the targeted revenue results of the program.
Establishes and manages annual operational plans and expense budgets that support the Client program plan.
Creates and implements strategic client operations plans that optimize the company's financial position and resource utilization.
Monitors and trends relevant data to accurately forecast and manage operational performance, financial results, and resource requirements.
Leads integration of a matrix cross-business/cross-functional organization into a seamless team that is united to deliver the client’s solution.
Establishes Service Level Agreements, measurements and reporting for each support team to manage the contractual commitments and milestones on behalf of IBEX.
Assesses resource costs, utilization, assumptions during budget / business planning cycle and develops resource management and staffing plan for program.
Provides an environment that fosters empowerment, teamwork, personal growth and professional development, and that values diversity and rewards accomplishment.
Responsible for establishing and clearly communicating departmental strategy to management team; providing feedback and collaborating with management regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization’s policies and applicable legal requirements; determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.