Senior Director Client Services

The Senior Director of Client Services is responsible for the general management of Transcom client relationships operating in their assigned account portfolio. This includes responsibility for all aspects of the business.

What we are looking for:

• Client delivery assurance: collaborate with all delivery stakeholders involved to ensure fulfillment of all commitments to the client.
• Ensure transparent, fluid communication amongst leadership.
• Supervise overall contract performance, sound business practices, and technical integrity of projects; coordinate with project managers and stakeholders at regular intervals, assisting with project challenges.
• Assist with driving client-based projects forward, working with internal teams.
• Develop and maintain positive working relationships with key contacts and team members in all functional areas, internal and external clients.
• Use strong, professional communication skills to identify and address clients' needs while representing our company in a positive way.
• Build trust and advocate for clients.
• Ensure that effective performance management procedures, at the individual and team level, to address areas of weakness are implemented to meet clients targets.
• Ensure that efficiencies are accurately measured and reported.
• Identify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address.
• Take client needs and commercial contribution into account for organization plans and make sure that client objectives are met through appropriate appointments and organizational design.
• Initiate regular and proactive contact with clients (including daily reporting, bi-monthly overviews, quarterly business reviews, and phone/email conversations).
• Transfer information between the client and the contact center stakeholders effectively.
• Seek to increase client revenue proactively and mitigate any risk to revenue loss.
• Seek to introduce deep dependencies and mutually beneficial client relationships.
• Ensure that minimum demand forecasting risks are taken by TWW and are manageable with appropriate commercial remedies.
• Develop a strategic alliance with the client's marketing strategy, knowledge of the client's culture, legislation requirements, and market trends.
• Meet or exceed commitments made to clients at all times.
• Ensure that brand identity is accurately represented.
• Create an open and energetic culture at every level in the organization.
• Lead by example and establish recognition from employees as a supportive, strong, and credible leader.