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Job Opportunity: GCS (Global Customer Service) Manager

 
Date   Jul 15
 
Listing No.   IE258476
 
Sector   Management/Project Management
 
Region   Center
 
City/Yishuv   Nes Tziyona
 
 
GCS (Global Customer Service) Manager
 
Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members'work may involve strategic issues. Recruits and supports development of direct staff members.

Responsibilities:

Manage area(s), customer(s), or team(s) of our employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
Coach and mentor employee direct reports. May coach and mentor non-direct reports as needed. Manage FPR process for our employees. Manage team and individual performance.
Plans and directs the delivery of contracted business activities throughout the contract's lifecycle (from business development through contract closure) for a small portfolio of contracts.
Accountable for the financial performance of the contract - in terms of Revenue Margin and Growth potential on the portfolio of contracts.
Accountable for customer satisfaction with respect to annuity or outsourcing services.
Establishes yearly budgets and controls expenses to achieve financial goals Leads business negotiations for contracts and/or portions of larger contracts.
Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.
Leads the account leadership team which is typically comprised of Sales, Delivery Management, & Client Management. In this capacity, responsible for:
As appropriate to the contract agreement, assures compliance with company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
Directs the planning, assessment and development of new business opportunities in partnership with our sales.
Develops and nurtures mgmt or senior management-level relationships with the customer.
Contributes to the development of account plan; leads portions of the account plan.
Pro-actively contributes to the customer's business improvement, planning and budgeting process.
Develops tactics and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
Maintains effective communication with and between the functional areas of the account team, and with management as needed.
Oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, company , service providers, and partners.
Leads the Customer Management Office which includes Account Delivery Manager.
Generates additional revenue thru "product pull thru" after an MS outsourcing.

Education and Experience Required:

Bachelors Degree or equivalent combination of education and experience.
3 years' of Client Mgmt & 8 + years industry experience.
Track record of managing somewhat complex Portfolio of Annuity Services deals up to $25 million+ per annum.
Experience in small and mid-sized deals involving a mix of countries/business units/product lines.
Demonstrable capability for business P&L management, financial concepts and contract law.
Demonstrable capability for managing a business in start-up and growth phases. Experience in developing customer relationships including very good negotiation, presentation and communication skills.
rack record in leading virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.

Knowledge and Skills:

Demonstrate knowledge of corporate policies, products, markets and processes, and an understanding of general business, financial and program management principles and practices.
 
 
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