Openings >> Manager, Client Support Services
Manager, Client Support Services
Summary
Title:Manager, Client Support Services
ID:4304A
Location:Bangalore, India
Description


Manager, Client Support Services
 

Location: Bangalore, India

Region: APAC

Role Profile: Shared Business Services (SBS) Level 5

Reports to: Director, Global Operations Support

Start Date: ASAP


Role Profile Key Accountabilities:

 

  • Relationship Management – Establishes working relationships internally and externally to collaborate on issues; building networks with key contacts outside own area of expertise.

     

  • Customer Focus Recommends new approaches to work processes, develops innovative approaches for broader teams for continuous process improvement.

 

  • Results Delivery – Exercises considerable judgment in selecting methods and techniques to determine solutions using current policies and general guidelines with a recognition of the organizational impact.

     

  • Strives for Excellence – Provides advance knowledge to broader team and/or the organization providing technical leadership in knowledge area.

 

 

Role Overview:

 

The Manager, Client Support Services’ role is to manage, prioritize, and guide the System Management, Destination and Initiations teams and act as a point of escalation and problem solving. The role carries the responsibility for making sure that the teams conform to BGRS agreed standards; meet Client SLA’s and also internal KPI’s for speed, accuracy, and integrity of the data which is entered into a variety of systems.

 

Primary Responsibilities:

  • To ensure effective delivery of a suite of services within a Shared Services Centre in support of multiple time zones and business functions.
  • Working closely and partner with other team members in multiple regions across the world, including APAC, USA and EMEA as part of a Shared Services model.
  • Management oversight over a number of support functions, to include global transaction processing, home purchase referral processing and tracking, customer service support and other shared service functions as required.
  • To actively be involved in the development of new processes as part of a Shared Services model and to provide implementation support as required.
  • Ensure processing turnaround times are met within defined KPI’s and the highest accuracy levels are achieved.
  • Ensure the highest standards of accuracy, attention to detail and be able to effectively manage and hold members of the team responsible for the same.
  • Communicate effectively with both internal and external customers to clearly convey the highest level of customer service.
  • Be a champion for the team to resolve issues and challenges and promote idea generation to improve the business process and increase efficiency.
  • Periodic and ad-hoc management metrics and reporting, both within the team and to external stakeholders as required.
  • Leadership of a team, being a subject matter expert (SME) for processes falling within the remit of the role, both within the team and with external stakeholders.
  • Responsible for training new starters and ongoing training for the current team members, as required.
  • Ensure effective performance in terms of team coverage, both in terms of BAU requirements and in the event of absence or other holiday, providing both regional and international coverage as required.
  • Create a documented succession plan within the team to develop and motivate team members and to ensure progression of skills and experience throughout the organization.
  • Process Efficiency initiatives – to drive continued process improvement and efficiency
  • People Management – screening new hiring, interviewing and onboarding, establish meaningful performance objectives that align with organizational strategy, Provide Employee feedback in monthly (at a minimum) 1:1 sessions: Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a monthly basis, perform mid-year and annual performance appraisals
  • Hold BGRS’s goals and client and assignee satisfaction to the highest standards.
  • Strong Organizational / time management skills & multitasking ability
  • Strategic vision
  • Accuracy / Attention to Detail (Audit Mindset)
  • Strong communication skills written & verbal (English is essential and multi-lingual is valued)
  • Customer focused - Internal/ External customer service
  • Strong interpersonal skills – being able to work well within a team and international awareness.
  • Proactivity - Task / Objective focused
  • Being able to work across a number of levels within an organization to drive results.
  • Result driven

Qualifications:

  • Strong Leadership and analytical skills
  • 5+ years of People Management experience with cross regional teams.
  • University / College Degree
  • Prior SME experience for a Client Support / Shared Services function within a large organization.
  • 5+ years in a business process role (ideally for a large size or international organization)
  • 5 + years of experience in running shared services function and / or service center operations
  • 5+ years of Customer Service experience preferred
  • Expatriate management experience or experience working for a relocation / global mobility organization
  • Familiarity with in-house operating systems in a complex capacity.
  • Alignment to internal systems and tools.

As an Equal Opportunity Employer, Brookfield GRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law. Employment may be subject to additional background checks, drug testing and fingerprint processing.

 

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