An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
OverviewOverall Objective: Regional Client Services Managers are responsible for improving customer satisfaction by enhancing quality of support and service across the lifecycle of all TNS products. They work closely with both Business and Operations Departments to optimize the customer experience. This position is responsible for ensuring TNS is delivering a high level of service to all clients and that TNS is performing consistently, achieving all service levels.
ResponsibilitiesEssential responsibilities include:
To actively participate in shaping and execute the strategy for Client Services across APACproviding direction and feedback to team members and assisting with recruitmentassist managing, motivating and developing staff providing customer servicesOwnership of client service relationships – client satisfaction optimized, by service level achievement and strong relationship buildingAct as a liaison for clients dealing with any concerns relating to delivery or support of their serviceBuild positive and trusting relationships with internal and external stakeholders – including clientsManage and own client escalations through to resolution, including root cause analysis, identify fix and preventative measuresDeliver and evolve the client facing reporting and documentation suiteProduce client service level reporting and presentations, working with required internal stakeholders to deliver accurately and within required deadlinesMaintain required client directories, ensuring up to date information available for all internal teamsUndertake regular service reviews with clients, identifying opportunities for improvement and owning the resolution of any resulting issuesPerform required pre and post client meeting governance activities, maintaining action registers, following up and drive completion of any open action itemsRun Service Improvement Plans, utilizing project management principles to ensure a structured approach to driving outcomesIdentify any potential upselling opportunities and relaying details to the Account Management teamTravel domestically and/or internationally as required for face-to-face client engagements, within the Asia Pacific regionWork closely with internal TNS teams to ensure client expectations and requirements are being met, whether as part of a project or on-going support basisAnalyse data sets and interpret information to identify opportunities for process improvements and service enhancements across the organizationDeveloping and reviewing policies, programs and procedures concerning customer relations and goods and services providedensuring operational efficiency within support teams (inclusive of call centres etc)Assist to develop client centric procedures and work with a continuous improvement ethos to ensure clients across the region receive industry leading levels of support and interactionplanning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services providedliaising with other organisational units, service agents and customers to identify and respond to customer expectations.To own and manage distinct projects and initiatives to drive consistently high level of client satisfactionProvide local knowledge support in order to progress and resolve any incidentsProvide a level of Incident Management engagement to key clients if required, including the production and delivery of incident reportsBecome familiar with all client's solutions, ensuring all customer design documentation is up to date and distributed correctlyWork with the client and internal teams to ensure that solutions are failed over and tested on a regular basisPerform sign off on change management activities that could have potential impact to client's servicesEnsure that all procedures / processes are followed and continually improvedEnsure that Incident Management, Change Management and Problem Management procedures are followed consistently within the client's service level agreementWork core office hours, Monday through Friday, with the flexibility to work outside of core hours where requiredAd hoc tasks as requestedQualificationsExperience / Qualifications:
Desired CompetenciesExcellence at building and maintaining relationships, both with clients and internal stakeholdersSelf-motivated, with the ability to exercise independent judgmentDemonstrates a proactive communication approachQuick thinking and able to work in a fast-paced and dynamic environmentKnowledge of project management methodologies and best practiceKnowledge of telecommunication carrier processes, products, ordering tools, and technologies used for circuit provisioning desirableAbility to translate technical detail into an easily understandable interpretation for a non-technical audienceExcellent interpersonal and communication skills (written and verbal)Excellent multi-tasking and adaptability to manage a variety of tasksExcellent time management skillsExcellent customer service skillsOutstanding attention to detailExcellent negotiation skillsExcellent presentation skillsExcellent analytical capabilityExcellent problem analysis and problem-solving skillsAbility to respond to frequent pressure to meet deadlinesProficiency in Microsoft Office suite (Word, Excel, Access, PowerPoint, Project, Outlook)Desired ExperiencePrevious experience in a client facing position requiredStrong technical experience in either Networks, Telecommunication and/or Payments advantageousProcess writing experience requiredReporting development experience requiredIntermediate level of Project Management experience desirableExperience working within a global organization is favorable but not requiredEducation / Certifications:Educated to Degree standard or equivalent level of Industry experience7+ years' experience in the Payments Industry requiredOperational Management experience beneficialITIL Foundation and partial-Intermediate Certified preferredIf you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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