Job Description
Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Maintains tight control over the project delivery, risks, scope of work and budget ensures that operational teams and subcontractors have a clear understanding of client requirements. Builds and maintains strong client relationships, and provides day-to-day client advice and support. Promotes the organization s capabilities to clients, identifies sales opportunities to be forwarded to the account managers, and achieves contract extensions or additional business within the account(s). Contracts may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.
Provides day to day client advice, working to maintain strong client relationships.
Under general direction, assists business owners and stakeholders in defining business and system requirements.
Assists in the writing of detailed functional specifications.
Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
Under general supervision, assists in the design of solutions for clients, ensuring that SLAs and KPIs are met.
Communicates client requirements to operational teams and subcontractors.
Education, Professional accomplishments, and Certifications
Education Required Degree qualified in Business/Finance or related discipline, or equivalent work experience
Experience Required 0 to 2 years
Skills, Requirements and Competencies
Effectively addresses customer concerns and works to further their long-term interests.Follows directions andsupports senior team members in responding to customer needs.Actively listens to customers and performsnecessary duties consistently and reliably to meet customer expectations.
Tracks and monitors simple projects adheres to project deadlines and alerts management of any barriers tosuccessful project completion. Assists with research and provides input into project plans and milestones. Developstiming estimates for basic projects based on limited understanding of customers business needs and timeconstraints.
Participates in dialogue with assigned customers.Participates in the communication with the internal team.Gainsinsight to external trends (i.e. business trends, regulatory issues, global implications) to contribute to theanticipation of customers needs.Collaborates with colleagues and customers to assess customers immediateneeds.
Provides customers with basic, standard information regarding products/offerings.
Requires conceptual knowledge of theories, practices and procedures within a discipline. Requires guidance on taskinitially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as theemployee gains more confidence and capability.
Applies general knowledge of business developed through education or past experience. Often needs helpunderstanding the commercial side or key business drivers impacting the task/decision.
No supervisoryresponsibilities accountable for developing technical contribution.
Uses existing procedures to solve standard problems analyses information and standard practices to makejudgments.
Has limited impact on own work team works within standardized procedures and practices to achieve objectives andmeet deadlines as described by supervisor.
Exchanges straightforward information, asks questions and checks for understanding.
