This job description is for a Senior Client Service Manager position. The key responsibilities are to achieve high levels of client satisfaction, lead and inspire a client service team, and manage costs and ensure quality deliverables are provided on time. Additional duties include working cross-functionally, assisting with new client transitions, and seeking process improvements. The ideal candidate has strong leadership, communication, problem-solving, and people management skills along with client service and operations experience.

1. Job Description
JOB TITLE: Senior Client Service Manager
SERVICE FUNCTION: UK Client Service Team
REPORTS TO: UK Operations Director
SUPERVISION OF: Client Service Managers & Client Service Executives
JOB FUNCTION – 4 CORE FOCUS AREAS
1. The Senior Client Service Manager is accountable for achieving high levels of client
satisfaction through strong client leadership skills, flawless planning, superior proactive
communication and the provision of contracted deliverables on time and to the correct quality
standard as defined in the contract and service level agreement, thus ensuring quality and
timeliness penalties are not incurred.
2. The Senior Client Service Manager will be an inspirational leader of client service managers
and or client service executives and is responsible for ensuring that their team has the
necessary skills, guidance and coaching to meet and exceed clients expectations. This role
covers all aspects of people management including poor performance management, career
development, coaching, training and appraisals.
3. In this role individuals are expected to manage costs by eliminating waste, adhering to the
company’s off shore policy, managing expenses, ensuring contracted penalties are not
incurred regarding late or poor quality deliverables and identifying automation and
improvement efficiencies
4. This is a cross functional role where the senior client service manager must work in
partnership with the commercial owners, other departments within the business, other IRI
countries and the GOC in order to ensure that as a company we understand, react to and
manage client contracted expectations correctly
DUTIES AND RESPONSIBILITIES
1. Takes full accountability for managing the client in terms of delivering contracted Operations
and Client Service deliverables on time and correct
a. Manages report and database creation and delivery
i. Ensures client deliverable are 100% accurate and on time.
b. Fully understands the client service agreement of each client in the team
c. Understands the financial contribution of each client to the company and the financial
implication of not delivering the agreed service
d. Participates/leads/presents in client meetings where relevant eg presenting
capabilities, discussing processes, actions plans, score cards, red alert debriefs,
partnership improvement discussions etc
e. Leadership of red alerts action and communication plans to address un unsatisfied
clients or to mitigate against red alert situations

2. f. Correctly identifies potential issues / problems and devises solutions for solving and
improving
g. Carries out root cause analysis and implements appropriate resolution activities for
any instance of late or poor quality deliverables
h. Escalates to senior management risks and relevant course of action as required.
i. Creates, updates and ensures standard operating procedures are implemented and
complied with
j. Establishes excellent working relationship with key client contacts
k. Regularly discusses client progress with commercial leaders in the business and
follows and implements client service related components of the client account plans
l. Understands client business needs as well as the teams role in the fulfilment of those
m. Measures and reports back on performance against SLA`s both to the business and
clients
n. Proactively identifying and implementing initiatives to improve quality and efficiency.
o. Pushes back appropriately where clients demands do not comply with contracted
deliverableles
p. Pushes back appropriately where commercial teams request conflict with the standards
and processes in place for the CS team
q. Responsible for handling day to day client requirements and answering both technical
and service related queries
r. Assist clients / commercial teams in defining and specifying their requirements
s. Document and manage adhoc and additional requests
2. Leads a client service team to achieve company, division, team and personal objectives.
a. Recruits, manages, trains staff who are highly motivated and focussed on objectives
b. Contributes to division objective setting and determines team and personal objectives
c. Manages all people management processes – appraisals, expenses, holiday approval
etc
d. To lead and participate in virtual teams consisting of IRI, GOC, Partner and third party
suppliers to deliver high quality services to your Clients
e. Strong prioritisation and delegation skills
3. Be an escalation point and senior point of contact for the BI / commercial team to escalate
client issues to. Ensure those issues are managed to the individuals satisfaction
4. Assists with the process of transitioning new clients to IRI – calculating costs, understanding
client specification, building and managing transition plans, communicating risks, issues and
implications internally and externally as required etc
a. Highlighting any implications that need to be shared with or discussed as part of the
pricing committee – eg if we need to recruit resource to manage the extra workload
and if this process will influence transition timelines
5. Works closely with the GOC (Global Operations Centre), peers and other departments to
define and implement Best Practice initiatives for client service
6. Ensures that any GDP and offshore objectives are met – including managing the workload
transfer of all tasks to the GOC as defined by the company objectives eg restatements
7. Seeks to constantly improve cost and process efficiencies in all areas within the department
8. To support the Operations Director and Deputy Operations Director with the management of the
department and implementation of strategic initiatives.
9. Participates in Senior Management meetings as required eg participation in the business
leadership team meetings if appropriate
SKILLS
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3. 1. Highly self-motivated, accountable and committed with well developed decision making skills
2. Has significant client service / relationship experience in leading complex deliverables to strategic
clients
o Proven history developing and improving client relationships and customer satisfaction
levels
o Proven ability understanding client issues, their impact and managing them effectively
o Has a strong operation background with proven history meeting on time and correct delivery
goals
o Detail oriented person with high levels of common sense
3. Has a strong presence and is able to inspire confidence in clients and the senior management team
4. Has significant experience in people management and is an effective and inspiring people
manager / leader
5. Strong prioritisation and delegation skills
6. Excellent problem solving skills and consistently solutions focussed.
7. Has a proven background in following and implementing processes
8. Ability to lead and motivate individuals (regardless of whether they report to you) in a process and
customer-centric operation
9. Has a proven history working with commercial teams
10. A strong team player with the ability to promote and foster strong working relationships across a
team and across departments.
11. Excellent organisational and prioritising skills, managing complex and conflicting client requirements
or multiple other tasks/projects.
12. High quality of written and spoken English
13. High quality communication skills - written and spoken
14. Proactive approach to managing expectations and communication
15. Ability to use knowledge and expertise to identify solutions to meet client / company requirements
16. Ability to lead virtual teams and strong cultural awareness.
17. A positive, can-do attitude. customer focussed attitude.
18. Excellent interpersonal skills with the ability to influence people at all levels
19. Highly numerate with strong analytical skills
20. PC Skills including Excel and PowerPoint
21. Detail oriented person – pays strong attention to detail
22. To liaise with internal business units and third party business partners on client and industry related
topics
23. Excellent IT skills, particularly in Excel and PowerPoint.
24. Ability to work effectively under pressure and meet internal and external deadlines and
commitments
Experience
5+ years management experience in Client Service functions
Proven track record of client service or client relationship management
Track record of leading cross functional teams and the ability to foster strong working relationships
across teams and departments
Proven people management experience with the ability to manage remote resource
Strong organisational and written and spoken communication skills
Proven experience of managing complex and conflicting client requirements or multiple tasks/projects
Good understanding of business issues with the ability to develop creative solutions
Strong interpersonal skills with the ability to influence internal and external clients
Experience of working with remote teams and/or joint servicing
Experience of project management skills & techniques
Experience working with and managing relationships with outsourced suppliers
Continuous improvement experience eg automation, process improvement etc
Process design, implementation and writing procedural documentation
Good understanding of business issues with the ability to develop creative solutions
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