The Vertical Leader is central to fostering robust client relationships, driving satisfaction, and ensuring operational excellence. This role is responsible for end-to-end client management, from initial communication to service delivery and issue resolution. The ideal candidate will possess strong operational expertise and the ability to drive strategic initiatives within their assigned vertical.
Key Responsibilities and Expectations:
- Client Relationship Management and Communication Flow
- Facilitate Seamless Interaction: Analyze, document, and manage all client interactions to ensure communication is smooth, progressive, and well-documented.
- Action Follow-Through: Ensure all client demands and requirements are met by diligently following through on action items.
- Internal Team Synchronization: Share all client interaction details with the internal team to ensure appropriate and timely support and action.
- Key Expectation: Facilitate smooth and progressive client interactions, document follow-ups, and communicate client needs effectively to the internal team.
- Client Retention and Business Deep Dive
- Implement Retention Strategies: Drive client retention through a deep understanding of existing clients needs, providing fast support, personalizing interactions, and proactively collecting feedback.
- Business Acumen: Develop a comprehensive understanding of the client's business processes, services, products, and goals to build trust and effectively meet their requirements.
- Key Expectation: Proactively identify and address client needs to drive retention and deepen the partnership.
- Performance and Delivery Excellence
- Commitment Fulfillment: Ensure all commitments are fulfilled and client requirements are consistently met.
- Operational KPIs: Maintain a strong focus on key performance indicators (KPIs) to drive continuous service improvement.
- Key Expectations:
- Achieve month-over-month (MoM) KPI attainment exceeding 85% across all metrics.
- Ensure consistent and on-time implementation of Business Continuity Plan (BCP) protocols.
- Achieve a 90-day maximum for Full-Time Equivalent (FTE) order fulfillment from the date of order.
- Manage the FTE acquisition process effectively.
- Ensure all program updates and tasks are acknowledged and implemented within prescribed timelines.
- Progress Reporting and Risk Mitigation
- Regular Updates: Provide clients with regular, detailed updates on project progress, work completed, and resource management.
- Proactive Planning: Anticipate and prepare for potential challenges, leveraging past project experiences to mitigate future risks.
- Key Expectation: Ensure the Master Action Registry is closed within 30-60 days of an item being added, with a specific focus on closing Q2 and Q3 registries on time.
- Feedback Management and Collaborative Problem-Solving
- Issue Resolution: Attentively manage client feedback and constructive criticism, routing it promptly to the appropriate department for resolution.
- Mutual Problem-Solving: Communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions that address internal constraints and external demands.
- Key Expectation: Proactively address and resolve client feedback and escalations while also communicating internal challenges and collaborating on solutions.
Key Skills And Experience
- Bachelor's in Business Administration, Ops Management, or related field.
- Minimum of 5-7 years of experience in operations management, BPO, or a related
- industry.
- Proven leadership experience managing large teams and driving operational
- success.
- Strong problem-solving and decision-making skills.
- Excellent communication, client and stakeholder management abilities.
- English B1 - Oral and written comprehension required
- Ability to work in a fast-paced, dynamic environment with shifting priorities.
- Experience with data analysis and performance optimization
