Job Details

Client Services Director EMEA - Permanent - West London

Description

Job Title: Director, Client Services, EMEA ? Permanent ? West London
Location: West London
Salary: According to experience
Start date: ASAP

Primary function:
To identify opportunities to develop and maximise revenues whilst ensuring the provision of exceptional service delivery.

Responsibilities:
Account Development
? Monitoring client survey results and determine client needs in developing account strategies and plans to increase service satisfaction and increase product usage;
? Ensuring quality customer service by establishing and implementing policies and procedures; resolving customer complaints and service issues;
? Compiling, analysing and interpreting data to monitor performance against standards in respect to services, revenues, fees, billing;
? Evaluating the efficiency of operations and implementing process improvements as needed;
? Promoting the Company and partnership services to generate increased revenue;
? Evaluating client policy and recommending revisions and customisation as appropriate;
? Seizing and creating cross-selling opportunities of the Company's products and services to assigned clients to generate increased revenue;
? Developing client proposals and presentations;
? Negotiating and monitoring contractual agreements;
? Participating in and/or conducting client meetings to foster teamwork and enhance client relationships.

Operational Management
? Planning and implementing strategy and the related productivity tools to optimise the effective utilisation of available resources;
? Evaluating the efficiency of operational process, procedure and service strategies and implementing process re-engineering as appropriate;
? Ensuring quality customer service by establishing and implementing policies and procedures; resolving customer complaints and service issues, acting as the senior point of escalation for issue resolution;
? Compiling, analysing and interpreting data to monitor performance against standards in respect to services, revenues, fees, billing; managing reporting as necessary;
? Working in partnership with bi and tri-regional service teams, implementation teams and account management.

People and Organisation:
? Resourcing planning, selection, recruitment and structuring of operational teams;
? Working with Learning and Development to identify and implement technical and behavioural training and career plans;
? Identifying, researching and developing methods and practices in which to sustain morale, retain and motivate talent.

Management of P&L:
? Increasing bottom line ROI through monitoring of costs to delivery service and net fees;
? Budgeting, forecasting, and meeting set targets;
? Managing all direct and indirect expenses in regional operations;
? Seeking ways to improve margins through new product development, more efficient and effective service delivery and retention of existing business.

Leadership:
? Selecting, staffing, training of managers all aspects of business management and services;
? Promoting team morale through support of managers, listening, creation of environment of trust and demonstration of ethical and equitable standards;
? Motivating and developing managers through Total Performance Management process;
? Influencing management of other functional support units to foster joint goals and objectives;
? Managing special projects including client training, trade conferences, etc;

Person Specification:
? Mindset supporting Leadership Standards;
? Strategic account development and management competency;
? Consultative relationship management awareness;
? Financial savvy;
? Exceptional influencing and negotiation skills;
? Cultural awareness and sensitivity;
? Extensive experience in full International Assignment Management including International compensation and expatriate programme outsourcing;
? Fully conversant with International assignment policies and practices including best practice methodology and market trends;
? Working knowledge of expatriation taxation as it relates to International assignment management;
? Extensive knowledge of International Assignment Programme Management processes in a fully outsourced client engagement;
? Experience in management and communication with ancillary parties involved in the expatriate management process ? i.e., tax provider, payroll, HR, and benefits departments (pension, medical, contract etc);
? Ability to converse, liaise and consult/advise with senior HR and line management at a strategic level within a client organisation;
? Graduate level education;
? Strong people management and leadership skills preferably in a multi-cultural environment;
? Personal expatriate experience and additional language(s) a distinct advantage.

If you have the above qualities please apply for the Director position based in West London.

Due to the large amount of responses we are only able to respond to those successful.