Social Security Jobs in Chicago (Egencia) – Client Services Manager

Job Description:

Are you ready to take on a critical role in the Egencia Global Customer Operations organization? Our Client Services Managers provide thoughtful leadership and strategic support to our clients and Account Management teams at Egencia. Your role includes optimizing service for our clients through a variety of techniques, leading change through process consistency and managing scale in a highly complex environment. You bring an aptitude for B2B and customer facing interactions along with the ability to work with anyone in our organization.

Job Responsibilities:

• Manage customer retention process to minimize churn and enhance revenue opportunities in support of business growth and profitability
• Analyze and diagnose performance issues for all GCO metrics
  Write, edit, and deliver specialized account processes to frontline service delivery teams and individual travel consultants in a virtual or contact center setting. Contribute to travel consultant knowledgebase articles in partnership with the Global Knowledge team
• Set and manage clear expectations for GCO outcomes with stakeholders. This will include customer facing interactions (with both internal and external parties), use of effective communication, project management and B2B customer lifecycle knowledge
• Actively monitor service delivery quality and provide information and solutions to clients and GCO leadership to maintain client health
• Build and maintain relationships with clients, Account Management teams, call center teams, and internal teams to collaborate, influence, and effectively drive improvement performance initiatives
• Partner with Implementations and Change Management teams to onboard new clients, support Global Customer Operations (GCO) initiatives, diagnose complex service needs, and promote process standardization pre and post launch
• Provide support through the lifecycle of our clients by identifying at risk processes, driving process consistency and championing scalability for the service delivery organization
• Project manage customer service initiatives finding new ways to improve process, improve efficiencies, and opportunities to improve the customer experience for our clients. Delegation of tasks and consensus building for ideas needed

Job Requirements:

• Able to perform root cause analysis and diagnose issues with data
• Project management skills and abilities
• Client management experience is preferred
• 10-15% travel may be required (passport will be required)
• Time management skills, ability to effectively handle multiple competing priorities
• Experience in presenting data analytics, trends and providing effective solutions. (MBR, QBR, and YER format)
• Prior mentoring/team leader experience
• Operational understanding of KPI metrics, workforce management, and improving overall performance
• Ability to work some non-standard and/or flexible hours
• Ability to build and leverage strong partnerships to solve problems
• Confident in facilitating meetings both virtually and in person with both internal and external stakeholders
• Proven ability to improve metric results (++ in a virtual environment)
• 5+ years Customer Service experience with focus in leadership, process improvement
• 5+ years MS office suite (including college training): formal presentation, data analysis, reports, etc.
• Change management – ability to influence others through change
• 3+ years prior experience managing a Service Partner or Supplier, Relationship Manager (or related preferred)
• Excellent communication skills – written and oral

Job Details:

Company: Egencia

Vacancy Type:  Full Time

Job Location: Chicago, IL, US

Application Deadline: N/A

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