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Job Description

MAIN PURPOSE OF THE ROLE

• As the primary point of contact for time-sensitive client needs, the Assistant Client Services Manager must be responsive, and solutions oriented in high pressure situations and work with the Client Services Manager to maximize the client’s usage of the companies’ capabilities at both the national and global levels if applicable. This includes the upselling of all technology options and working with Account Managers to cross sell to clients
• Under the supervision of the Client Services Manager, the team members will ensure that clients are listened to and supported, and that they are fully aware of all that the company has to offer. The Client Service Managers will support the operational team at client review meetings, working to prepare presentations and statistics and, together with the client and with the operational teams, to creatively address problems and challenges and come up with ideas and solutions
• Ensure that internal employees understand our clients’ culture and expectations, will ensure that new client implementations are carried out effectively in partnership with MDs and business development colleagues, and will provide a clear escalation process for clients as necessary
• The Assistant Client Services Manager will need exceptional presentation skills for internal and external clients and an excellent attitude. They must be proactive, a strategic thought leader and socially adept. The Assistant Client Services Manager must be willing to always represent the company through client presentations and attendance at industry conferences with professionalism

PRINCIPAL RESPONSIBILITIES & ACTIVITIES

• Will work with the Client Services Manager to create a strategic growth plan for each client that will focus on maximizing the client’s usage of the companies’ capabilities (both at the national and global levels, as applicable.)
• Review client penetration of the company’s quarterly or semi-annually based on client tier
• Pro-actively seek greater utilization e.g., Projects, Consultations
• Services, group move immigration management, seasonal influxes, and following up on immigration changes to encourage discussions around support as the changes affect their employees
• Training of clients as sub users of the Client Portal
• Stay abreast of what clients are doing by following news feeds and press releases
• Facilitate direct communication with advisory team and consultants
• Share survey feedback with client portfolio monthly
• Speak confidently to SLAs and surveys
• Spot trends with great attention to detail through analysis of reporting
• Take the lead on global implementations and work with colleagues to ensure agreed upon client deliverables are clearly defined, understood, and shared with the supporting internal teams
• Attend meetings or calls with Client (external) without the companies Immigration team monthly or quarterly depending on client culture, size, and need
• Prepare all presentation materials related to scheduled client reviews and meetings
• Ensure assigned client reporting is documented in the database and that all such reporting is completed timely
• Ensure that all client specific processes and procedures are documented in the database and the Account overview and shares them with the supporting internal teams
• Share survey feedback and feedback on service issues with assigned clients monthly
• Seek out new efficiencies in workflow and lead to implement

CONSULTANTS / GLOBAL TEAM

• Assist Global team with internal client transitions as necessary, to ensure that corporate culture/data, is captured and all files transferred smoothly (including reassignment of consultants within the database)
• Facilitate communication of client requests and agreed upon outputs
• Liaise with country MDs to discuss any operational concerns to encourage open lines of communication and a greater united team that supports clients

PROJECTS

• Provide Client Services specific input for “Request for Proposal” and “Request for
• Information” projects as requested
• Reports
• Ensure global client reporting is documented in the database, and that all such reporting is completed as necessary per client

TRAINING

• Train new Client Services Managers in the database for client demos and new client set up
• Assist Managing Directors with client presentations or training sessions for clients

MEETINGS

• Attend meetings as required
• Attend team meetings
• Attend Client meetings as required

TRAVEL

• Domestic / International travel as required
• Represent the company at conferences as requested

GENERAL JOB REQUIREMENTS

• Tertiary level education qualification or equivalent
• Five plus years related experience and/or training
• Or equivalent combination of education and experience
• Exceptional communication skills
• Ability to articulate regulatory and legal information in easily understood terms
• Confident in verbal communication skills
• Exceptional problem solving and analytical skills within a fast-paced environment with competing demands
• Initiative-taker and pro-active team member with desire to show initiative, ownership, and commitment to role
• Exceptional organizational abilities proven through working on complex projects
• Proven ability to identify, analyze and interpret information from a range of sources and develop appropriate solutions
• Proven ability to work as part of a team
• Able to demonstrate a positive and flexible attitude to work, particularly new initiatives
• Proven negotiation skills with the ability to influence effectively and sensitively, verbally and in writing

Employment Status

Full Time

Educational Requirements

Tertiary level education qualification or equivalent

Experience Requirements

Any

Job Location

India