Client Service Director

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Full time

The Client Services Director is responsible for overseeing and ensuring service delivery and maintaining strong client relationships. This role involves strategic planning, team leadership, and collaboration with other departments to enhance client satisfaction and drive business growth.

Key Responsibilities:

  1. Leadership of Getronics' end to end client engagement and contract governance
  2. Build and maintain strong relationships with key clients.
  3. Manage commercial expectations of clients
  4. Address client concerns and ensure timely resolution of issues and escalations.
  5. Develop strategies to enhance client satisfaction and retention.
  6. Ensuring a coordinated and appropriate level of service and quality is provided to all our clients, including management against SLAs and contract deliverables
  7. Lead major escalations and complaints, supporting the operation, managing customer impact and senior level communications.
  8. Ensure that a programme of continual service improvement is embedded within the service delivery.
  9. Ensuring the successful implementation of new business.
  10. Prepare and present regular reports on client satisfaction and departmental performance, tracking key performance indicators.
  11. Maximizing chargeable work activity and scope extensions and driving additional project related revenue through the customer
  12. Identify opportunities for service improvement and innovation.
  13. Ultimate responsibility for accurate services billing and contract change – variations to scope, volumes, prices, indexation etc.
  14. Monitor industry trends and adjust strategies accordingly.
  15. Lead and mentor a high-performing team, fostering a collaborative and accountable results-driven culture; develop colleagues to enhance their capabilities
  16. Tactical management of operations, including matrix-management of internal teams, fostering a positive and collaborative work environment.
  17. Conduct regular performance reviews and provide constructive feedback.

Critical Success factors:

  1. Service compliancy– meeting contract deliverables and service levels
  2. Account revenue and profit growth
  3. Optimization of resources and continuous improvement
  4. Customer satisfaction and referencability
  5. Employee satisfaction and motivation.
How do your skills match this job?

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Malaysia?
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a Client Services Director?

Getronics is an ICT Services company with an extensive history over the past 125 years. As an expert in workspace management services, connectivity, data centres, and consultancy, Getronics is well positioned to offer best of breed ICT services to many of the FTSE 500 businesses and Public Sector organisations in the world today. To do this, Getronics has a complete portfolio of integrated ICT services for the large enterprise market and works according to a Global Service Delivery Model ensuring that services are provided consistently throughout the world, together with the Getronics Workspace Alliance.

With 2,800 employees in Belgium, Luxembourg, the United Kingdom, Ireland, Switzerland, Germany, Hungary, Malaysia, Singapore, India, and South Korea, Getronics reported full-year revenues in excess of €450 million in 2011. Since 1st of May 2012, Getronics has been part of AURELIUS AG Group, an industrial holding company headquartered in Munich, Germany.

For further information about Getronics, visit www.getronics.com

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