25 Jan 2016

Intu-Group Job Vacancy : Head Of Client Service

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  • POSITION:  HEAD OF CLIENT SERVICE
  • UNIT: CUSTOMER SERVICE
  • REPORTS DIRECTLY TO : COO/GM
  • DIRECTLY SUPERVISES :  CUSTOMER SERVICE UNIT

JOB PURPOSE

INTU-Group Ghana Ltd. is looking to expand its Business Scope; our business is growing.   We are seeking a qualified, energetic and experienced person to head the Client Service Unit.

RESPONSIBILITIES

  • Driving client service excellence through the entire Client Service team and delighting clients
  • Supporting the ESS, Account Management and Product Management Teams and Card Concierge in the delivery of their objectives
  • Defining departmental operating budgets, and resource, risk and scope management
  • Demonstrate model behavior and lead teams to develop client specific strategies and associated tactics to drive client value
  • Effectively address client satisfaction, renewal and escalation issues until resolved
  • Develop a strong understanding of clients’ marketing and business objectives and drive high level strategic plans and objectives to meet them and ensure that clients are retained
  • Ensuring that the team is continually developing its market, innovation and expert knowledge
  • Acting as a lead in providing an integrated approach across the unit, ensuring that client needs are communicated effectively to respective internal resources
  • Manage the financial budget and hiring plans for the Client Development Team -acquire, develop and retain talent; demonstrate a track record of developing services leadership
  • Provide strong & relevant account management coaching in the field of play
  • Manage tracking and reporting of performance to ensure team accountability and quality of deliverables

Required Skills or Experience

PROFESSIONAL REQUIREMENTS

The ideal Head of Client Service must:

  • Have successfully led an account management, consulting and/or marketing team to high client satisfaction and measureable client Return On Investment (ROI), and has been in customer-facing roles (e.g. customer service, account management, consulting, service industry, etc.).
  • Bachelors or Master’s degree in a relevant field of study
  • Proven senior level of relationship building
  • Strong leadership experience managing a team of 25+ people; hands-on management & coaching
  • Track record of developing services and/or account management leadership.
  • Show true passion about servicing our clients on a daily basis
  • A strong 360 degree/marketing practitioner with a focus on results, continuous improvement and innovation
  • An impressive track record in managing senior clients (companies and individuals)
  • Real commercial orientation and strong strategic awareness
  • A credible client background with solid marketing and advertising credentials.

PERSONAL REQUIREMENTS

  • Exceptional client management and communication skills
  • Proven people and team management experience
  • Strong presentation and/or public speaking skills, outstanding written communication skills
  • Positive, self-starter attitude and desire to exceed expectations at every opportunity
  • Strong attention to detail, highly organized and focused on work quality


How to Apply

If you have the requisite qualification and are interested in the position, kindly apply by sending your applications to:- [email protected]




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