Regional Client Services Manager

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

Regional Client Services Managers enhance customer satisfaction by improving support and service quality for all TNS products. They collaborate with Business and Operations Departments to optimize the customer experience and ensure TNS consistently meets service levels. This sole contributor role works alongside other Regional Client Service Managers.

Responsibilities

Responsibilities:

• To contribute to the development and implementation of the Client Services strategy across the APAC region.

• Management of client service relationships, ensuring optimal client satisfaction through achieving service levels and building strong relationships.

• Serve as a liaison for clients addressing any concerns related to the delivery or support of their service.

• Establish and maintain positive, trusting relationships with both internal and external stakeholders, including clients, vendors, and partners.

• Oversee and resolve client escalations, conducting root cause analysis, implementing solutions, and establishing preventative measures.

• Develop and enhance the client-facing reporting and documentation suite.

• Prepare client service level reports and presentations, collaborating with necessary internal stakeholders to ensure accuracy and adherence to deadlines.

• Maintain client directories, ensuring current information is available for all internal teams

• Conduct regular service reviews with clients to identify areas for improvement and take ownership of resolving any issues that arise.

• Complete pre-and post-meeting tasks, maintain action registers, and ensure all action items are completed.

• Implement Service Improvement Plans using project management methodologies to ensure a structured approach to achieving desired outcomes.

• Identify potential upselling opportunities and communicate details to the Account Management team

• Undertake domestic and international travel as necessary for in-person client engagements within the Asia Pacific region.

• Collaborate with internal TNS teams to ensure that client expectations and requirements are fulfilled, whether as part of a project or through ongoing support.

• Analyse datasets and interpret information to identify opportunities for process improvements and service enhancements across the organization.

• Assist in developing client-centric procedures and promote a continuous improvement ethos to ensure clients across the region receive leading industry support and interaction.

• To oversee and manage diverse initiatives aimed at maintaining a consistently high level of client satisfaction

• Offer expert local knowledge to advance and resolve incidents efficiently.

• Provide a level of Incident Management engagement to key clients if required, including the production and delivery of incident reports

• Ensure all client solutions are well understood, and that customer design documentation is current and correctly distributed.

• Collaborate with clients and internal teams to ensure solutions are routinely tested and failover procedures are executed.

• Conduct sign-off procedures for change management activities that might affect client services

• Ensure that the procedures for Incident Management, Change Management, and Problem Management are consistently followed according to the client's service level agreement.

• Maintain core office hours from Monday to Friday, with the ability to work beyond these hours as necessary.
• Adhoc tasks as requested

Qualifications

Experience / Qualifications:

Desired Competencies

• Demonstrates exceptional skill in establishing and sustaining relationships with both clients and internal stakeholders.

• Able to exercise independent judgment and self-motivation

• Exhibits a proactive communication style

• Ability to think quickly and work effectively in a fast-paced and dynamic environment

• Understanding of project management methodologies and best practices

• Familiarity with telecommunication carrier and payments processes, products, ordering tools, and technologies used for circuit and payment service provisioning is preferred

• Ability to convey technical information in a clear and understandable manner for a non-technical audience

• Strong interpersonal and verbal/written communication skills

• Demonstrates strong multi-tasking abilities and adaptability to effectively handle diverse responsibilities

• Exceptional time management abilities
• Excellent customer service skills
• Outstanding attention to detail
• Excellent negotiation skills
• Excellent presentation skills
• Excellent analytical capability
• Excellent problem analysis and problem-solving skills
• Ability to respond to frequent pressure to meet deadlines

• Proficient in Microsoft Office (Word, Excel, Access, PowerPoint, Project, Outlook)

Desired Experience

• Previous experience in a client facing position required
• Technical experience in either Networks, Telecommunication and/or Payments advantageous
• Process writing experience required

• Experience in reporting development is required
• An intermediate level of project management experience is preferred.
• Experience working within a global organization is favorable but not required

 Education and Training

• Educated to Degree standard or equivalent level of Industry experience
• 7+ years’ experience in the Payments or Telecommunication Industry preferable
• ITIL Foundation and partial-Intermediate Certified preferred

If 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.