Customer Service Manager

Role, Purpose, and Scope:-The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process. Major Responsibilities: -Functional Performance:Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. Contract Management - Assure the execution of the Clients Contract obligations including Contract Governance & Reporting IT Service Management- Enable the Clients IT Strategy Management through the execution and evolution of the Clients Global Service Plan and work with Sales to deliver the overall Account PlanRelationship ManagementService Design - Own the accountability for ensuring all Client Services are designed to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost, and End to End Relationship ManagementManage the Service Relationship Surveys including Client specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey'sMaintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Client's IT Services DemandBusiness Relationship Management - Provide the overall Business Relationship Management (BRM) for the delivery of operation of the Clients Services up to executive level. (i.e. B2B reporting) Operational / Performance ManagementService Management - Oversee the execution of the Clients Service Management Governance including monitoring and reporting on the Service Level Agreements (B2C SLA's), Operating Level Agreements (OLA) and Underpinning Contracts (UC's) for the Client ServicesManage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted. Review Key Performance Indicators (KPIs) and provide action plans, when necessary. Financial Management - Provide Financial Management Governance & Reporting: Billing checks, INQ Tickets, Credits and other required financial health indicators.Mitigate Risk - Identify, record, report, monitor and action all risks, jeopardizing/positively impacting the delivery of Clients contracted servicesContinual Service Improvement - - Implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement PlanService Operations - Own the accountability for ensuring the creation, resourcing and delivery for operations functions and processes in line with the Clients Service and Contract expectationsADHOCService Delivery - Govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & AnalysisPeople Leadership - Provide overall leadership and coaching for all staff through the matrix management of Service Teams to assure the delivery of the Clients contracted servicesProvide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.Participate in business meetings and general inputs in day-to-day improvements.Service Management - Own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost.Candidate Background: 2-3 years of related service management experienceStrong organizational, presentation, and problem-solving skillsBusiness and Financial acumenAbility to communicate with multiple levels of leadershipDemonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & WordDisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@ for investigation.Compensation and BenefitsA candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

Created: 2025-06-27