Client Services Manager

Overview of the Role

The purpose of the Client Services Manager (CSM) is to motivate, inspire, and support the team members. The CSM encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM supports the ability to conduct operations to the highest standards without being operationally technical themselves.

Main duties include :

• Collaborates with Vibe Team and the broader People & Culture teams to run Engagement activities;
• Responsible for the management of attrition, absenteeism, and leave.
• Responsible for effective Performance Development and Performance Management needs;
• Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and
• Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
• Serves as the first point of contact for Clients and is responsible for each engagement.
• Supports and monitors the success of new task transitions and team member promotions;
• Manages client expectations and sets the engagement up for success by ensuring the integrity of the delivery capabilities.
• Manages contributing factors to client churns and calls out challenges that will require corrective actions;
• Leads Client Performance Reviews and Escalations Discussions in collaboration with the SRM Team

Requirements

Benefits