HEAD OF CLIENT DELIVERY
Industry - Leading Benefits
HMO Day 1w/ Dental
Competitive Salary
Fixed Weekends Off
Day Shift
2-Week Paid
Christmas Break
Head of Client Delivery
- On-site (either Central Bloc / Avenir Building)
About the Role
The Head of Client Delivery (HoCD) is responsible for the entire Success Management team, who are responsible for the ongoing delivery of all aspects of client engagement including management of each VA on behalf of their clients.
The SM Team’s purpose is to act as the conduit between VAs and clients, to enhance the experience of both parties, guide the client relationship to ensure that each experience meets set standards through delivery pillars. The HoCD serves as a coach and mentor to the SSMs and SM Trainer to drive overall SM performance and KPIs. The HoCD maintains and designs systems and processes to improve efficiency and increase value provided to our VAs and Clients, measured by key performance metrics.
The HoCD has 3 direct reports, two are Senior Success Managers and one Success Operations Manager. This group are responsible for 24 Success Managers who account manage close to 300 clients and almost 500 VA’s. The team includes three Success Coaches who train and support the SM’s.
Ideal Candidate:
- Strong people management skills – leading teams of 15 people or more
- Ability to design and execute strategies within a client services team and implement process improvement initiatives
- Ideally experience with CRM software and performance dashboards (Hubspot)
- Bachelor’s degree
- Minimum 3 years of Managerial-level experience in a similar role
- Minimum 7 years of experience overall in an outsourcing and/or client services setting
Tasks and Responsibilities:
- Lead and manage the entire Success Management Team (SM Team) performance and ensuring quality of service and engagement to Clients and VAs.
- Goals: Client and VA retention, ongoing client and VA satisfaction scores
- Streamline and simplify existing processes (or create new ones) to provide additional capacity and improved delivery of value to both our VA and clients.
- Provide data centric performance feedback and guidance to the team through daily, weekly meetings. Conducting monthly performance appraisal reviews to specific KPIs.
- Drives SSM accuracy on coaching effectiveness through quality checks and calibration sessions.
- Review and add training activities suggest training materials required to ensure new SMs are guided and trained according to our standards.
- Forecasts capacity of SMs and communicates. Interview and recruit SM candidates ensuring cultural fit and display VAP values.
- Communicates announcements, updates and action items to the SSMs and SM trainers. Directs and collaborates in the prioritization and delegation of tasks. The HoCD steps in to support the team when the team is over in work capacity.
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