Client Engagement Operations Manager

Are you a passionate and innovative individual with strong management skills, the ability to manage a team and drive client engagement? We are looking for an experienced Operations/ Customer Experience Manager to join our clients business and immediately add value by driving their customer engagement and operational performance.

Portfolio are proud to be exclusively representing an award-wining, multinational Professional Services client in their search for a Client Engagement Operations Manager. As the Operations Manager you would be a key advocate of everything Client Engagement, improving operational execution and client engagement, as well as confidently managing large scale projects - including service transformation projects, whilst producing reports back to senior leadership teams on client journey and feedback.

Daily Responsibilities:

Manage, monitor and review the core metrics linked to client experience from service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for all clients across the service offerings.
Identify non-usage and implementing effective processes to increase usage
Review client experience proposing and implementing enhancements to improve digital engagement
Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
Produce daily and weekly reports to the Director of Care and Retention.
To monitor and review all client experience interactions, and ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken
To reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working
To produce a weekly dashboard, highlighting SLA's adherence both with client experience and service delivery identifying any underlying operational or engagement challenges
Utilising both automated and manual data to analyse and work with service heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services.

In order to be considered for the role, you must be;

Strong management and operational skills and the ability to drive a team
Excellent communication skills and a high attention to details.
Ability to prioritise your workload and work under pressure in conjunction with deadlines.
Ability to present information accurately and work in a fast-paced environment
Strong time management skills and possess a dynamic, flexible approach as well as the ability to work under pressure

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