Review business unit performance against set standards and plan, organize and execute new and related strategies to address gaps and improve current service levels.
Communicate with clients and customers on updates, information, concerns and suggestions.
Sets the role model in customer service for the rest of the business unit to follow.
Participate in the recruiting process of new service point employees by conducting interviews, participating in role plays and assessment centers.
Proactively anticipate customer needs and identify any potential issues. Formulates action plans and leads the respective implementation for resolution.
Identify opportunities for potential upsell opportunities and development of the business unit and create value story specific to opportunity. Works with the Business Development Manager of the BU in related areas of business service development.
Responsible for project management, driving internal contacts to ensure timely deliverables to the internal and external customers, manage day-to-day operational aspects of project including scope.
Trains employees to acceptable levels of performance standards.
Reviews, recommends and formulates new training manuals and methodologies related to the department.
Ownership of additional business unit projects as identified.
Complete individual action items that contribute to completion of BU strategic action items.
Create and deliver recurring client value reporting; highlight customers’ strategic successes and provide ongoing recommendations for further optimization.
Prepares and develops immediate subordinates for succession planning.
Perform other functions which may be assigned by management from time to time.
