The Transaction Manager supports non-deal structure issues for UBS's Mortgage Group, developing custom mortgage solutions and championing clients' issues. They partner with advisors, leadership, and risk management to create suitable solutions for clients. The Transaction Manager also oversees the mortgage pipeline and ensures clients receive a positive experience. Key responsibilities include assessing client needs, coordinating internal/external parties to solve issues, and managing the mortgage pipeline in a timely manner. Qualifications include 8 years of credit and loan structuring experience, understanding of mortgage origination/underwriting, and experience with jumbo/super-jumbo lending.
G.T. Dhanunjaya Reddy is seeking a career in investment banking or financial services. He has over 10 years of experience in KYC and client onboarding for Deutsche Bank through TCS. His responsibilities include performing KYC reviews, obtaining credit approvals, and ensuring compliance with regulations. He previously worked at Infosys BPO resolving invoice disputes and credit requests for Cisco. Reddy has a MBA in finance and is proficient in various software and programming languages.
Xodus Business Concepts provides professional administrative support services like secretarial work, scheduling, employee training, bookkeeping, and office management to small and medium-sized businesses on a contractual or retainer basis. The company aims to create long-lasting relationships with clients and give them the focus and time needed to grow by offering excellent management solutions.
Gabrielle Touze is a results-driven professional with over 6 years of customer service experience. She currently works as a Client Service Representative for BlueHills Bank, where she manages client accounts, trains new representatives, and produces reports for senior management. Previously, she was a Retail Banker Specialist and Residential Counselor. She has strong communication, problem-solving, and multi-tasking skills and is proficient in Microsoft Office, relationship management, and quality assurance. Gabrielle is pursuing a BS in International Business from New England College of Business and Finance and is bilingual in French and Haitian Creole.
Robert G. Davis is seeking a new opportunity in client/customer service with over 15 years of experience in financial services. He has a proven track record of effectively handling client inquiries and issues, and ensuring strong customer satisfaction. His areas of expertise include lock box root cause validation, queue management, compliance, research, training, and task management. Most recently he worked at JPMorgan Chase from 1998 to 2015 as a Client Processing Specialist, where he conducted training, wrote procedures, facilitated meetings, researched inquiries, and oversaw the intake of new business.
An experienced customer service professional seeking a position where they can utilize their expertise in relationship building, problem solving, and client satisfaction. They have over 8 years of experience at Bank of America handling wires, account management, and client services for both personal and commercial accounts. They are skilled in multiple bank systems, treasury products, team leadership, and resolving client issues.
This document outlines the role and strategy of a technical sales representative firm. It discusses representing world-class service providers, leveraging relationships, functioning as principals' business development team, metrics for success, identifying target customers and opportunities, qualifying opportunities, and the specifics of their sales process. It also discusses the sales reps and their experience selling enabling technology and services.
Lesly E Gonzalez has 9 years of experience in mortgage servicing including customer service, income verification, cash application, loss mitigation, foreclosure, and quality control. She is experienced with several servicing platforms and skilled in reviewing closing disclosures, Excel, Office, PowerPoint, and providing strong customer service. Currently she works as an Analyst II at New American Funding where her responsibilities include training, reviewing title searches, verifying borrower income, handling customer issues, and being an SME for loss mitigation options.
The Transaction Manager supports non-deal structure issues for UBS's Mortgage Group, developing custom mortgage solutions and championing clients' issues. They partner with advisors, leadership, and risk management to create suitable solutions for clients. The Transaction Manager also oversees the mortgage pipeline and ensures clients receive a positive experience. Key responsibilities include assessing client needs, coordinating internal/external parties to solve issues, and managing the mortgage pipeline in a timely manner. Qualifications include 8 years of credit and loan structuring experience, understanding of mortgage origination/underwriting, and experience with jumbo/super-jumbo lending.
G.T. Dhanunjaya Reddy is seeking a career in investment banking or financial services. He has over 10 years of experience in KYC and client onboarding for Deutsche Bank through TCS. His responsibilities include performing KYC reviews, obtaining credit approvals, and ensuring compliance with regulations. He previously worked at Infosys BPO resolving invoice disputes and credit requests for Cisco. Reddy has a MBA in finance and is proficient in various software and programming languages.
Xodus Business Concepts provides professional administrative support services like secretarial work, scheduling, employee training, bookkeeping, and office management to small and medium-sized businesses on a contractual or retainer basis. The company aims to create long-lasting relationships with clients and give them the focus and time needed to grow by offering excellent management solutions.
Gabrielle Touze is a results-driven professional with over 6 years of customer service experience. She currently works as a Client Service Representative for BlueHills Bank, where she manages client accounts, trains new representatives, and produces reports for senior management. Previously, she was a Retail Banker Specialist and Residential Counselor. She has strong communication, problem-solving, and multi-tasking skills and is proficient in Microsoft Office, relationship management, and quality assurance. Gabrielle is pursuing a BS in International Business from New England College of Business and Finance and is bilingual in French and Haitian Creole.
Robert G. Davis is seeking a new opportunity in client/customer service with over 15 years of experience in financial services. He has a proven track record of effectively handling client inquiries and issues, and ensuring strong customer satisfaction. His areas of expertise include lock box root cause validation, queue management, compliance, research, training, and task management. Most recently he worked at JPMorgan Chase from 1998 to 2015 as a Client Processing Specialist, where he conducted training, wrote procedures, facilitated meetings, researched inquiries, and oversaw the intake of new business.
An experienced customer service professional seeking a position where they can utilize their expertise in relationship building, problem solving, and client satisfaction. They have over 8 years of experience at Bank of America handling wires, account management, and client services for both personal and commercial accounts. They are skilled in multiple bank systems, treasury products, team leadership, and resolving client issues.
This document outlines the role and strategy of a technical sales representative firm. It discusses representing world-class service providers, leveraging relationships, functioning as principals' business development team, metrics for success, identifying target customers and opportunities, qualifying opportunities, and the specifics of their sales process. It also discusses the sales reps and their experience selling enabling technology and services.
Lesly E Gonzalez has 9 years of experience in mortgage servicing including customer service, income verification, cash application, loss mitigation, foreclosure, and quality control. She is experienced with several servicing platforms and skilled in reviewing closing disclosures, Excel, Office, PowerPoint, and providing strong customer service. Currently she works as an Analyst II at New American Funding where her responsibilities include training, reviewing title searches, verifying borrower income, handling customer issues, and being an SME for loss mitigation options.
This document is a resume for Kenneth Bracer summarizing his experience as a financial professional with over 30 years of experience managing risk, performing due diligence, and leading projects. Bracer has worked as a Vice President at both Goldman Sachs & Co and Spear, Leeds, and Kellogg, L.P, where he excelled in client services, problem solving, and ensuring superior customer experiences. His core competencies include exceptional communication skills, customer relations, and familiarity with SEC and NYSE rules.
Joseph J. Pellerito has over 10 years of experience in banking and finance. He currently works as a Manager of Whole Loan Repo Operations at The Royal Bank of Scotland, where he oversees a team of 5 and is responsible for middle office functions. Previously he held positions of increasing responsibility at RBS, including Team Lead and Analyst. He also has experience in mortgage lending and due diligence from prior roles. Pellerito has a Bachelor's degree in Resource Economics and holds Series 7 and 63 licenses.
GDM Office Services provides virtual assistant services through Gina Dimitri, who has over 20 years of experience in IT project management and business office management. As a virtual assistant, she can perform a wide range of administrative and office tasks including bookkeeping, expense management, travel arrangements, customer service support, and advanced Microsoft Office skills. Gina prides herself on having effective communication skills, the ability to manage changing priorities, and a positive can-do outlook.
Robert Cook is a skilled finance and sales professional with over 10 years of experience in financial advising, portfolio management, and relationship management. He has held positions at Merrill Lynch, Sovereign Bank, and Fidelity Investments where he provided investment advice, generated sales, and contributed to operations management. Robert holds an MBA in Management of Technology and a BS in Economics/Finance from Bentley College.
The document is a curriculum vitae submitted by Syed Wasim Zaffar, who holds a B.Com in Computers. The CV outlines Zaffar's career objective of working for an innovative organization focused on growth. It also details his work experience as a Branch Manager for Muthoot Fincorp, where he gained experience in tasks like customer interaction, team leadership, and fund management. Additionally, the CV describes Zaffar's role as a Subject Matter Expert at First American India, where he reviewed mortgage transactions and provided feedback to associates. Finally, it lists his typing speed, computer skills, and core competencies such as monitoring processes and identifying areas for improvement.
The Meeting Show UK, Association Congress July 8 2013 - Caroline MackenzieCaroline MacKenzie
The document discusses different models of collaboration between professional conference organizers (PCOs) and their association clients. It emphasizes the importance of understanding client needs and goals, aligning expectations, and selecting the right model for each partnership. Fixed fees, variable fees, guaranteed returns, and profit/risk sharing models are described along with their potential strengths and weaknesses from the perspectives of both the client association and the PCO/AMC. Effective collaboration requires open communication and ensuring the interests of all stakeholders are addressed.
Christine Ledden has over 25 years of experience in banking and finance, including roles in compliance, fraud detection, credit analysis, and customer service. She has extensive experience with Excel, SAR reporting, and other banking systems. Currently she works as a Business Analyst Contractor for Global Financial Crimes Compliance at Bank of America, where she executes SAR reporting for various fraud cases. Previously she held various credit analysis, collections, and customer service roles at Bank of America, Sallie Mae, and MBNA America.
The document contains a resume for Arif Shaikh providing his contact information, 8 years of experience in credit analysis and business operations, work history including roles at Citi Bank and Tata Consultancy Services, job responsibilities involving portfolio analysis, client relationships, and loan underwriting, and qualifications including a Bachelor of Commerce degree.
Kathy Grudzinski has over 30 years of experience as a Credit/A/R Specialist and Credit Manager. She has a proven track record of developing and streamlining A/R processes and procedures to achieve collection and credit goals. She excels at tracking and managing bad debt exposure, credit terms, and collection processes to mitigate risks and maximize cash flows. Currently, she serves as Credit Manager for a global beverage retailer, where she is responsible for A/R processes, credit policies, and controlling bad debt exposure through setting credit terms.
Kelly Reyes has over 7 years of experience in banking and currently works as a Teller II at Public Service Credit Union. In her current role, she ensures compliance, discovers customer needs, conducts monthly branch audits, and maintains customer accounts. Previously, she was a Sales Service Manager at US Bank and Lead Teller at Chase where she sold banking services, managed vaults and ATMs, and ensured compliance. She has strong skills in banking compliance, operations, coaching, customer service, and problem solving.
Serge Shapiro is a highly accomplished banking professional currently serving as a Store Manager at TD Bank in Metuchen, NJ. He has over 15 years of experience in banking and finance operations, accounting, financial reporting, and building client relationships. Prior to his current role, he worked as an Assistant Branch Manager at Bank of America and a Personal Banker at JP Morgan Chase Bank. He aims to supervise staff to meet sales, service, and operational goals.
Reasons for selecting a particular consulting firmmuhammad hamdi
The document discusses reasons for selecting a particular consulting firm and challenges in consulting projects. Key factors in selecting a firm include ability to deliver, specialist expertise, experience in the client's sector, and reputation. Effective client-consultant relationships are built on discipline, accountability, leadership, and flexibility. Consultants are likely to meet or exceed client expectations in increased productivity, revenue growth, and management capabilities, though outsourcing and change management clients tend to be more satisfied.
This document provides an introduction to a customer experience toolkit for financial service providers. It discusses how a focus on customer experience can transform employees into problem solvers by allowing them to address customer issues holistically. Positive customer experience benefits customers through better designed products and services, as well as businesses through increased active accounts, loyalty, and improved financial metrics. The toolkit aims to provide practical tools and guidance for organizations to implement a customer-centric approach through understanding customer needs and designing experiences to meet those needs. It highlights examples from other organizations that have successfully adopted a customer experience focus.
The document outlines a business plan for a consulting firm called Stalwart Associates. It will provide legal, taxation, incorporation, accounting, marketing, and event management services as a "one-stop shop" for corporate clients. The firm aims to become India's top consulting provider through a team of experienced professionals from different fields. It will follow a revenue-sharing model and grow from a small partnership to a nationwide public limited company over several years.
Product Centricity vs Customer Centricity 15 December 2015Mary Ritz, PhD
This document outlines a presentation on moving from a product-centric to a customer-centric business model. It begins with an introduction and outline of topics to be covered. It then defines what it means to be product-centric versus customer-centric and compares benefits of each approach. The document discusses cracks that are emerging in traditional product-centric models and the opportunity to shift to a customer-centric paradigm where the customer is at the center of all business decisions. It provides tips on making this transition, including gaining leadership buy-in, understanding customers, empowering frontline staff, and ensuring consistency across all customer touchpoints.
High-Charisma is an Egyptian training and consulting company established in 2011 that provides services in marketing and human resources. It offers a variety of training programs, including short courses, long-term diploma programs, an MBA program, computer courses, and English courses. High-Charisma's mission is to serve Egypt's economy by providing training to help organizations and individuals maximize their potential. Its vision is to be a globally recognized consulting provider. The company focuses on core values like confidentiality, creativity, and continuous improvement.
Clear Cell helps businesses increase profits through better customer understanding and insight deployment. They focus on managing customer relationships and value over time. Clear Cell believes the most successful businesses focus on customer insight, deploying that insight across the business, and continually learning from testing new approaches. Their approach involves discovering value from customer data, developing customer insights, and deploying insights through business levers to increase efficiency and profits.
This document provides an introduction to customer relationship management (CRM). It discusses key CRM concepts like understanding customers, touch points of interaction, and market segmentation. It emphasizes the importance of customer retention and measuring customer satisfaction. It also covers challenges like dealing with unhappy customers and adopting new technologies. The overall message is that CRM involves strategically managing all customer interactions to improve relationships and business outcomes.
Customer Relationship Management (CRM) focuses on understanding customers and improving interactions. A good CRM strategy can help businesses succeed by gaining more customer control, managing expectations, increasing trust, and providing better products and services. While CRM software is commonly used, the most important aspects are knowing customers and having a unified view of interactions across an organization.
The Braintrust Network - Firm presentationLuigi Wewege
The Braintrust Network delivers Enhanced Management Consultancy. We take consultancy to a new level and provide clients with a better service, delivered at less cost and with added value. Our unique structure and approach delivers specialist knowledge from everywhere in the world to clients anywhere in the world. In addition our proprietary process, which uses creative and critical thinking throughout, ensures that clients get optimum results.
Robert Sawhney presented on marketing and branding professional services firms. He discussed how professional services firms differ from traditional businesses in their marketing approaches. Specifically, he noted that the product resides in the human capital of the firm, differentiation is difficult to achieve, and professionals may not take easily to being "managed". Sawhney emphasized adopting a client-focused orientation and understanding what clients truly value in order to effectively market professional services. He also discussed the importance of changing firm culture to prioritize client needs over billable hours in order to successfully brand and market professional services firms.
This document is a resume for Kenneth Bracer summarizing his experience as a financial professional with over 30 years of experience managing risk, performing due diligence, and leading projects. Bracer has worked as a Vice President at both Goldman Sachs & Co and Spear, Leeds, and Kellogg, L.P, where he excelled in client services, problem solving, and ensuring superior customer experiences. His core competencies include exceptional communication skills, customer relations, and familiarity with SEC and NYSE rules.
Joseph J. Pellerito has over 10 years of experience in banking and finance. He currently works as a Manager of Whole Loan Repo Operations at The Royal Bank of Scotland, where he oversees a team of 5 and is responsible for middle office functions. Previously he held positions of increasing responsibility at RBS, including Team Lead and Analyst. He also has experience in mortgage lending and due diligence from prior roles. Pellerito has a Bachelor's degree in Resource Economics and holds Series 7 and 63 licenses.
GDM Office Services provides virtual assistant services through Gina Dimitri, who has over 20 years of experience in IT project management and business office management. As a virtual assistant, she can perform a wide range of administrative and office tasks including bookkeeping, expense management, travel arrangements, customer service support, and advanced Microsoft Office skills. Gina prides herself on having effective communication skills, the ability to manage changing priorities, and a positive can-do outlook.
Robert Cook is a skilled finance and sales professional with over 10 years of experience in financial advising, portfolio management, and relationship management. He has held positions at Merrill Lynch, Sovereign Bank, and Fidelity Investments where he provided investment advice, generated sales, and contributed to operations management. Robert holds an MBA in Management of Technology and a BS in Economics/Finance from Bentley College.
The document is a curriculum vitae submitted by Syed Wasim Zaffar, who holds a B.Com in Computers. The CV outlines Zaffar's career objective of working for an innovative organization focused on growth. It also details his work experience as a Branch Manager for Muthoot Fincorp, where he gained experience in tasks like customer interaction, team leadership, and fund management. Additionally, the CV describes Zaffar's role as a Subject Matter Expert at First American India, where he reviewed mortgage transactions and provided feedback to associates. Finally, it lists his typing speed, computer skills, and core competencies such as monitoring processes and identifying areas for improvement.
The Meeting Show UK, Association Congress July 8 2013 - Caroline MackenzieCaroline MacKenzie
The document discusses different models of collaboration between professional conference organizers (PCOs) and their association clients. It emphasizes the importance of understanding client needs and goals, aligning expectations, and selecting the right model for each partnership. Fixed fees, variable fees, guaranteed returns, and profit/risk sharing models are described along with their potential strengths and weaknesses from the perspectives of both the client association and the PCO/AMC. Effective collaboration requires open communication and ensuring the interests of all stakeholders are addressed.
Christine Ledden has over 25 years of experience in banking and finance, including roles in compliance, fraud detection, credit analysis, and customer service. She has extensive experience with Excel, SAR reporting, and other banking systems. Currently she works as a Business Analyst Contractor for Global Financial Crimes Compliance at Bank of America, where she executes SAR reporting for various fraud cases. Previously she held various credit analysis, collections, and customer service roles at Bank of America, Sallie Mae, and MBNA America.
The document contains a resume for Arif Shaikh providing his contact information, 8 years of experience in credit analysis and business operations, work history including roles at Citi Bank and Tata Consultancy Services, job responsibilities involving portfolio analysis, client relationships, and loan underwriting, and qualifications including a Bachelor of Commerce degree.
Kathy Grudzinski has over 30 years of experience as a Credit/A/R Specialist and Credit Manager. She has a proven track record of developing and streamlining A/R processes and procedures to achieve collection and credit goals. She excels at tracking and managing bad debt exposure, credit terms, and collection processes to mitigate risks and maximize cash flows. Currently, she serves as Credit Manager for a global beverage retailer, where she is responsible for A/R processes, credit policies, and controlling bad debt exposure through setting credit terms.
Kelly Reyes has over 7 years of experience in banking and currently works as a Teller II at Public Service Credit Union. In her current role, she ensures compliance, discovers customer needs, conducts monthly branch audits, and maintains customer accounts. Previously, she was a Sales Service Manager at US Bank and Lead Teller at Chase where she sold banking services, managed vaults and ATMs, and ensured compliance. She has strong skills in banking compliance, operations, coaching, customer service, and problem solving.
Serge Shapiro is a highly accomplished banking professional currently serving as a Store Manager at TD Bank in Metuchen, NJ. He has over 15 years of experience in banking and finance operations, accounting, financial reporting, and building client relationships. Prior to his current role, he worked as an Assistant Branch Manager at Bank of America and a Personal Banker at JP Morgan Chase Bank. He aims to supervise staff to meet sales, service, and operational goals.
Reasons for selecting a particular consulting firmmuhammad hamdi
The document discusses reasons for selecting a particular consulting firm and challenges in consulting projects. Key factors in selecting a firm include ability to deliver, specialist expertise, experience in the client's sector, and reputation. Effective client-consultant relationships are built on discipline, accountability, leadership, and flexibility. Consultants are likely to meet or exceed client expectations in increased productivity, revenue growth, and management capabilities, though outsourcing and change management clients tend to be more satisfied.
This document provides an introduction to a customer experience toolkit for financial service providers. It discusses how a focus on customer experience can transform employees into problem solvers by allowing them to address customer issues holistically. Positive customer experience benefits customers through better designed products and services, as well as businesses through increased active accounts, loyalty, and improved financial metrics. The toolkit aims to provide practical tools and guidance for organizations to implement a customer-centric approach through understanding customer needs and designing experiences to meet those needs. It highlights examples from other organizations that have successfully adopted a customer experience focus.
The document outlines a business plan for a consulting firm called Stalwart Associates. It will provide legal, taxation, incorporation, accounting, marketing, and event management services as a "one-stop shop" for corporate clients. The firm aims to become India's top consulting provider through a team of experienced professionals from different fields. It will follow a revenue-sharing model and grow from a small partnership to a nationwide public limited company over several years.
Product Centricity vs Customer Centricity 15 December 2015Mary Ritz, PhD
This document outlines a presentation on moving from a product-centric to a customer-centric business model. It begins with an introduction and outline of topics to be covered. It then defines what it means to be product-centric versus customer-centric and compares benefits of each approach. The document discusses cracks that are emerging in traditional product-centric models and the opportunity to shift to a customer-centric paradigm where the customer is at the center of all business decisions. It provides tips on making this transition, including gaining leadership buy-in, understanding customers, empowering frontline staff, and ensuring consistency across all customer touchpoints.
High-Charisma is an Egyptian training and consulting company established in 2011 that provides services in marketing and human resources. It offers a variety of training programs, including short courses, long-term diploma programs, an MBA program, computer courses, and English courses. High-Charisma's mission is to serve Egypt's economy by providing training to help organizations and individuals maximize their potential. Its vision is to be a globally recognized consulting provider. The company focuses on core values like confidentiality, creativity, and continuous improvement.
Clear Cell helps businesses increase profits through better customer understanding and insight deployment. They focus on managing customer relationships and value over time. Clear Cell believes the most successful businesses focus on customer insight, deploying that insight across the business, and continually learning from testing new approaches. Their approach involves discovering value from customer data, developing customer insights, and deploying insights through business levers to increase efficiency and profits.
This document provides an introduction to customer relationship management (CRM). It discusses key CRM concepts like understanding customers, touch points of interaction, and market segmentation. It emphasizes the importance of customer retention and measuring customer satisfaction. It also covers challenges like dealing with unhappy customers and adopting new technologies. The overall message is that CRM involves strategically managing all customer interactions to improve relationships and business outcomes.
Customer Relationship Management (CRM) focuses on understanding customers and improving interactions. A good CRM strategy can help businesses succeed by gaining more customer control, managing expectations, increasing trust, and providing better products and services. While CRM software is commonly used, the most important aspects are knowing customers and having a unified view of interactions across an organization.
The Braintrust Network - Firm presentationLuigi Wewege
The Braintrust Network delivers Enhanced Management Consultancy. We take consultancy to a new level and provide clients with a better service, delivered at less cost and with added value. Our unique structure and approach delivers specialist knowledge from everywhere in the world to clients anywhere in the world. In addition our proprietary process, which uses creative and critical thinking throughout, ensures that clients get optimum results.
Robert Sawhney presented on marketing and branding professional services firms. He discussed how professional services firms differ from traditional businesses in their marketing approaches. Specifically, he noted that the product resides in the human capital of the firm, differentiation is difficult to achieve, and professionals may not take easily to being "managed". Sawhney emphasized adopting a client-focused orientation and understanding what clients truly value in order to effectively market professional services. He also discussed the importance of changing firm culture to prioritize client needs over billable hours in order to successfully brand and market professional services firms.
Organization’s readiness to deliver on customer experienceBert Paesbrugghe
Based on a dataset of 150 respondents, we present you the results of a quantitative study we conducted in collaboration with MCH Consultancy on the organization's readiness to deliver on customer experience.
Speaker: Don Duval, Vice President, Business Services, MaRS
Using a case study example, Don discusses the importance of understanding and refining your business model in order to grow your business and maintain a sustainable competitive advantage in the marketplace.
Part of the MaRS CIBC Presents Entrepeneurship 101 lecture series: http://www.marsdd.com/ent101
This document discusses developing an e-business strategy. It explains that e-business requires integrating business strategy, applications, and technology. It outlines a three-step process for moving into e-business: developing an e-business strategy, formulating an e-blueprint for how customer value will be created, and tactical execution. The document focuses on the first step of strategy formulation, explaining three approaches and providing questions to consider regarding customers, value, competition, and capabilities. It emphasizes building an understanding of trends through knowledge gathering.
Richard Hamley has over 30 years of experience in financial services, including roles in banking, financial advising, business analysis, and learning and development. He is currently a Business Development Manager at Legal & General, where he designs and delivers training to external partners on products, regulations, and skills. Prior roles included quality control, project management, and complaint investigation. He aims to broaden his training skills through the CIPD qualification to better identify learning styles and appeal to all trainees.
MINDFREE Consulting is a recruitment and business consulting firm based in Dubai that aims to bridge assets by finding the right candidates and optimizing clients' business operations. They offer services such as executive search, outsourced recruitment, and business consulting to help clients in various industries across the Middle East and Africa. The company prides itself on its experienced leadership, customized solutions, international reach, and track record of building long-term client relationships.
This document discusses service excellence and the goal of support organizations. It defines service excellence as maximizing customer value through easy and seamless integrated services that continuously improve the customer experience. It advocates moving from an old hierarchical model to a new adaptive model based on social capital, networks, and double-loop processes focused on customer success. The new model aims to have non-linear connections between people, generate on-demand capability and capacity, and view every interaction as an opportunity for improvement. Organizational implications include ensuring goals are clear, collaboration is broad, discovery is tolerated, and customers are involved in conversations.
This document provides an overview of consultancy services. It discusses the types of consulting firms, who consultants are and their roles, where they work, their characteristics, the consulting process, service delivery models, commonly found consultants, qualifications needed, examples of consultancies, criteria for selecting consultancies, and the significance of consultancy services. Key consulting firms like McKinsey & Company are also examined.
management of key accounts of an organisation. KAM portfolio. hierarchy of key relationships.pricing and negotiation.relationship management with key accounts.decision makers.
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IBA Law Firm Management Profitable Clients
1.
2.
3. 1. What kind of clients suits us and what kind of client
would choose us rather than another law firm?
− Specialities in client structure
− Quick turnaround experience and reference
− International network
− Quality of work
− Personal relationship
− Definition of client structure:
− Often hit or miss
− Driven by interest in specific projects
− Margin/Fee
− Size/Proposed growth
− Diversification
− Growing with the client
2. How does the next client turn into a profitable client for
the future and how can we become more valuable for
our clients in those areas we wish to service the client?
− Cross Collaboration
− Sanction of none-collaboration
− “Family doctor” (key account manager) approach
− Referrals
− Perceived value
− Success incentives
− Involving clients in training (“Reverse Seminar”)
− Business field training
− Leadership training
− Multidimensional thinking
− Being a business partner
− Project management for the client
3. How can we bring about the change
needed so that everybody in the firm
will focus on the right kind of clients
and how can we manage the whole
process from start to finish?
− Focus on the end result
− Care about clients
− Communication
− Reflection
− Differentiation in business and law aspects
− Clear vision of strategy
− Quarterly strategic sessions
− Being productive instead of being right
− Manage the “losing side”
− Buy in of key players
− Be prepared to lose people
− Beware of negative apostles
− Hire the right people
IBA Law firm management committee:
Law firm management profitable clients café
Table host:
Alexander Gendlin
www.lawbusiness.at