Job Summary:

• Expanding the scope of the services Pyramid provides to the assigned client.
• Administer vendor management-related daily sales activities requirement qualification and prioritization
• Coordination and follow-up with clients for interviews, obtaining feedback on candidate interviews and active client interactions to get a placement
• Develop and expand relationships at all levels. 
• Attend and participate in requirement intake calls, scorecard meetings, sales events, or any vendor management event that will help build relationships with vendor management personnel
• Ensure required levels of recruiting support and sales coverage are met so the company meets and exceeds expectations with the client.
• Develop, maintain and manage relationships with Pyramid sales organization who are interacting directly with the end client hiring managers supported by vendor management.
• Achieve positive growth in gross margin quarter over quarter
• Mentor and support entry-level sales and marketing representatives in the completion of work ventures, and address communication issues efficiently to senior management
• Serve clients with respect, passion, and integrity to enhance client relations and drive sales revenue

Skills on Resume:

• Client Relationship Management (Soft Skills)
• Vendor Coordination (Hard Skills)
• Sales Strategy (Hard Skills)
• Recruitment Oversight (Hard Skills)
• Event Networking (Soft Skills)
• Team Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Client Service Integrity (Soft Skills)

Job Summary:

• Develops strong working relationships across Retail and E-Commerce organizations to always deliver a seamless and best-in-class OmniChannel experience for the client
• Partner with CRM on clienteling programs and tools, and effectively roll out outreach campaigns to drive recruitment and retention
• Prioritizes urgencies received from customers to ensure fast resolution
• Maintain in-depth working knowledge of products, systems and processes
• Assumes responsibility for various department functions in the absence of staff members
• On-going collaboration between Sr. QTY, Training, Fraud and Escalation Manage
• Optimize the client experience and develop long-term relationships with clients.
• Provide exceptional service to clients by processing their requests in an accurate and timely manner.
• Deliver excellent results quickly and efficiently, utilizing effective time management skills and proactive solutions.
• Actively participate in client meetings and client service reviews.
• Drive innovation through curiosity and a comprehensive understanding of processes and challenges.

Skills on Resume:

• OmniChannel Expertise (Hard Skills)
• CRM Partnership (Hard Skills)
• Customer Prioritization (Soft Skills)
• Product Proficiency (Hard Skills)
• Interim Management (Soft Skills)
• Collaborative Coordination (Soft Skills)
• Client Relationship Development (Soft Skills)
• Service Excellence (Soft Skills)

Job Summary:

• Perform an hourly club walk-through/audit to ensure the club presentation is of the utmost quality as it relates to cleanliness and operational functionality.
• Aid departments as needed to provide world-class hospitality to guests.
• To be the front-line manager and ensure excellent member service by providing information, resolving problems, and answering questions for members & guests
• Help to supervise, manage, and optimize special events or rentals.
• Administrate and manage the club’s schedules on a daily, and shift-to-shift basis.
• Identify and submit work orders daily
• Become the point person in club radio calls to help facilitate solutions
• Maintain office efficiency by planning and implementing office systems, layouts, and equipment procurement. 
• Support company operations by maintaining office systems and supervising staff. 
• Maintain office staff by recruiting, selecting, orienting, and training employees. 
• Make travel arrangements and organize virtual courses.

Skills on Resume:

• Quality Auditing (Hard Skills)
• Hospitality Support (Soft Skills)
• Member Service Management (Soft Skills)
• Event Supervision (Hard Skills)
• Schedule Administration (Hard Skills)
• Work Order Management (Hard Skills)
• Communication Coordination (Soft Skills)
• Office System Efficiency (Hard Skills)

Job Summary:

• Helping plan and execute customers’ projects from start to finish 
• Monitoring progress, budgets and submitting tracking or monitoring reports 
• Researching to inform on customer strategies or how to strategically align with the customers’ long-term needs 
• Develop supporting materials (i.e. proposals, slides, analyses) 
• Assist in delivering presentations to clients and respond to customer requests 
• Coordinate with internal teams and or possibly 3rd party vendors to implement projects 
• Monitor project progress, timelines and milestones 
• Submit regular status reports, specific to the account management and possibly separate from any PM weekly status reports 
• Maintain customer data and records that can be easily accessed for reference and availability to future business needs or trends 
• Using contacts to generate new business after discussing internally or planning with the Manager or internal stakeholders (TBD) 
• Engaging in project management duties 
• Attending meetings with clients and aligning with client engagement models 
• Maintain compliance with Inovalon’s policies, procedures and mission statement

Skills on Resume:

• Project Execution (Hard Skills)
• Budget Monitoring (Hard Skills)
• Strategic Research (Hard Skills)
• Material Development (Hard Skills)
• Client Presentations (Soft Skills)
• Team Coordination (Soft Skills)
• Progress Tracking (Hard Skills)
• Compliance Adherence (Hard Skills)

Job Summary:

• Manage, retain and grow assigned client business
• Achieve a full understanding of client financial support requirements and proactively manage all defined profile activity
• Assess clients' assets, liabilities, cash flow, insurance coverage, tax status, corporate structures and financial objectives to help craft business and financial solutions
• Provide end-to-end support of all client activities including new/additional business, participation in solution/model discussions, identification and proposal of financial solutions/structures that optimize client support
• Analyze and use complex financial models in Excel that depict specialized estate and financial planning structures
• Negotiate with banks, insurance companies, and other providers for the best terms
• Help guide and manage clients, banks, financial consultants, lawyers and insurance companies through the implementation process to ensure a seamless experience for clients
• Liaise with clients, their authorized representatives, as well as insurance, legal and banking representatives to explain, negotiate, and implement the details of custom financial plans and strategies
• Design and create reports to track progress on individual cases and the overall progress of multiple cases
• Keep in touch with clients throughout the year and monitor any life changes that may require a profile review or modification
• Look for opportunities to strategically expand client relationships and provide additional financial support and guidance

Skills on Resume:

• Client Relationship Management (Soft Skills)
• Financial Profiling (Hard Skills)
• Solution Crafting (Hard Skills)
• Complex Financial Modeling (Hard Skills)
• Negotiation Skills (Soft Skills)
• Implementation Guidance (Soft Skills)
• Stakeholder Liaison (Soft Skills)
• Strategic Expansion (Soft Skills)

Job Summary:

• Supervise a team of approximately 10-15 Client Representatives.
• Provide mentoring and coaching to direct reports on an ongoing basis.
• Oversee allocation of Client Representative's workload, and ensure clarity of workflow/client service standards and processes.
• Interview, select and hire team talent
• Workflow, interdependencies and cadence of business processes
• Manage staffing levels to deliver effective client service and professional standards.
• Communicate clear performance expectations, and establish individual and team goals with all team members.
• Manage performance of the team through, guidance and direction, providing regular feedback on skills/knowledge development and career guidance.
• Work closely with Operations and Technology on initiatives and implementation and being a local change agent
• Liaison with Client Support Services (CSS) team on both a national and local level
• Regular communication and collaboration with local segment leaders on initiatives
• Be a member of the senior leadership team for the Calgary office

Skills on Resume:

• Team Leadership (Soft Skills)
• Coaching Skills (Soft Skills)
• Workload Management (Hard Skills)
• Talent Acquisition (Hard Skills)
• Process Optimization (Hard Skills)
• Performance Management (Hard Skills)
• Change Leadership (Soft Skills)
• Strategic Communication (Soft Skills)

Job Summary:

• Manages the contractual obligations of Avaya to a Customer for ongoing support
• Overall quality and cost-effective service delivery to the Customer.
• Complete operational ownership of assigned accounts
• Manage projects and deploy practical cost-effecting solutions. Creating scopes and test plans to ensure quality outcomes
• Using compiled data and process modeling techniques to create clear system specifications for the design of complex telephony solutions
• Managing the technical/service delivery relationship with the Customer.
• Ensuring the currency of the equipment and services covered by the contract, the contract value, and the contract transition (in/out, renewals)
• Complete focus on the business users' regular onsite account visits
• Education, training and introduction of new offers into accounts
• Build pipeline in supported accounts
• Develops customer satisfaction awareness programs for each account
• CSAT Reports are released on a Monthly or Quarterly basis for each account

Skills on Resume:

• Contract Management (Hard Skills)
• Service Delivery (Hard Skills)
• Project Management (Hard Skills)
• Technical Specifications (Hard Skills)
• Customer Relations (Soft Skills)
• Educational Outreach (Soft Skills)
• Account Management (Soft Skills)
• Satisfaction Reporting (Soft Skills)

Job Summary:

• Manages 3rd party vendor spending in assigned accounts with a focus on cost reduction
• Manages Escalation communication and Governance for assigned Accounts
• Between delivery resources on a daily basis, including contractors, site staff, local field service, engineering, supplier groups and Sales Account Managers
• Conducting and participating in readiness reviews, service reviews, CSAT reviews and satisfaction reviews. 
• Scorecard and Thought Leadership Sessions.
• Take and own the customer satisfaction scores Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement, and other steps, either directly or through escalation.
• Managing and monitoring budget by tracking and approving expenditures, controlling costs, validating vendor expenses, and anticipating and correcting forecasting errors.
• Managing risk and impact of Customer change requests and identifying service implications.
• Developing proactive customer satisfaction programs
• Manage day-to-day issues by partnering with stakeholders to remedy immediate concerns and identify solutions.
• Work with senior leadership on special projects and ensure the successful implementation of change initiatives.
• Build talent pipeline and team bench strength

Skills on Resume:

• Vendor Cost Management (Hard Skills)
• Escalation Governance (Hard Skills)
• Resource Coordination (Hard Skills)
• Performance Reviews (Soft Skills)
• Thought Leadership (Soft Skills)
• Satisfaction Improvement (Soft Skills)
• Budget Monitoring (Hard Skills)
• Risk Management (Hard Skills)

Job Summary:

• Maintain a Client Service Plan with includes a Service Improvement plan that directly addresses feedback from each client’s Customer Satisfaction Survey, reviewed Bi-Annually.
• Understand in detail the contract between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered, and pricing methodology.
• Ensure that the contract is adopted into life by the Global Transition Team during the onboarding process
• Ensure all non-standard variations are identified and ensure all change requests for and variations to the scope are correctly approved.
• Receive and understand reporting frameworks from the SDC using standard SDC templates including Monthly billing reports, Monthly service delivery calendar, Change Request Note tracker, and KPI performance reports.
• Define and manage the operational (user) contact management strategy with the Client and across TMF to ensure contract governance is maintained. 
• A stakeholder contact strategy that defines the client and TMF stakeholders and their communications structure.
• Monthly contract performance review consisting of SLA performance evaluation and action planning, CRN review and actions pending, billing review and actions pending, key project action review where appropriate and to include as a minimum a review of the actions arising from the client’s customer satisfaction survey.
• Quarterly Service Review with senior Client stakeholders (including Account Director and TMF Executive Sponsor where relevant) 
• Review of service performance actions achieved and actions ongoing, a half-yearly (mid-year and year-end) review of the client’s Customer Satisfaction Survey feedback
• Asses service delivery actions in place and agreement to any mutual changes that may be required based on the survey results

Skills on Resume:

• Client Service Planning (Hard Skills)
• Contract Understanding (Hard Skills)
• Onboarding Management (Hard Skills)
• Change Management (Hard Skills)
• Reporting Proficiency (Hard Skills)
• Contact Strategy Management (Soft Skills)
• Performance Reviewing (Soft Skills)
• Stakeholder Engagement (Soft Skills)

Job Summary:

• Undertake a full contract review to ensure that the scope of the contract remains relevant in all areas both in terms of scope, volume, and pricing. 
• Identify if any contract parts require renewal in the next 6 months and agree on a plan with the client to ensure all contracts remain current. 
• Confirm that operational readiness for the year ahead is in place (e.g. monthly delivery calendars, key compliance dates, review contact strategy, major projects identified and readiness milestones are agreed, invoicing and payment are within acceptable tolerance of no greater than 30 days overdue).
• Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix. 
• Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client. 
• Ensure all issues are documented using the issue resolution format adopted as a standard CSM methodology.
• Work directly with the senior management team (MD/DCS) within the local office or sub-region to resolve issues both at a tactical and causal level with sustainable outcomes. 
• Escalate any structural issues that require additional resources to be deployed to senior management of TMF and the client with recommendations for resolution of issues
• Forecast contracted business on a rolling 12-month basis using client and market insight to support assumptions where required
• Identify where changes to the scope
• Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts. 
• Review next quarter's contract deliverables and ensure readiness for delivery

Skills on Resume:

• Contract Review (Hard Skills)
• Renewal Planning (Hard Skills)
• Operational Readiness (Hard Skills)
• Issue Escalation (Soft Skills)
• Service Resolution (Soft Skills)
• Issue Documentation (Hard Skills)
• Management Liaison (Soft Skills)
• Forecast Negotiation (Hard Skills)

Job Summary:

• Handle incoming calls and emails. 
• Provide information and quotes to clients. 
• Process order in QuickBooks. 
• Support integration of overall operations of the practice, including work with remote team members, event planning, community partners and customer centers of influence.
• Develop, implement and monitor procedures, policies, or standards in client service model processes.
• Create and promote additional opportunities for Crossroad Financial Associates to meet with new and existing customers.
• Supervise a team of approximately 10-15 Client Representatives providing support to both Corporate and Global Risk Management segments and Placement services.
• Provide mentoring and coaching to direct reports on an ongoing basis, including talent management & hiring
• Review the status of major projects and underpin plans for future project delivery to ensure delivery remains on track
• Agree client's forward-looking future requirements for feedback to local offices and the Account Director.
• Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders
• Based on monthly reports provided by the SDC, ensure that TMF is correctly billing the client in all service locations. 

Skills on Resume:

• Call Handling (Hard Skills)
• Client Quoting (Hard Skills)
• Order Processing (Hard Skills)
• Operations Support (Soft Skills)
• Policy Implementation (Hard Skills)
• Opportunity Promotion (Soft Skills)
• Team Supervision (Soft Skills)
• Mentoring & Coaching (Soft Skills)

Job Summary:

• Oversee end-to-end client services operations from order fulfillment, billing, and invoicing to recoveries and management reporting.
• Conduct product demos and training for prospects and existing clients as and when required.
• Provision of post-deployment services and assistance to clients to get them comfortable in using D&B platforms.
• Coordinate with regional teams for delivery of D&B products and services, projects, and special assignments
• Prepare and present monthly, quarterly and annual reports for senior management and regional finance offices.
• Close coordination with the CEO, and heads of sales, research, data & content and business rating teams for the development of client proposals, project costing, and new product development, etc.
• Provide an exceptional level of service to all customers by listening empathically to the customers, identifying and defining the customer needs and delivering service to meet those needs.
• Maintain an orderly workflow according to priorities.
• Respond to customer queries promptly.
• Handle customer complaints and escalations with appropriate resolutions in an immediate and professional manner.
• Engage in work-related correspondence with other D&B offices.

Skills on Resume:

• Client Services Oversight (Hard Skills)
• Product Training (Soft Skills)
• Post-Deployment Support (Soft Skills)
• Team Coordination (Soft Skills)
• Report Preparation (Hard Skills)
• Proposal Development (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Complaint Handling (Soft Skills)

Job Summary:

• Manage client expectations and drive decisions relating to timing, procedures and documentation of implementations, open enrollments, and ongoing deliverables with the collaboration and support of a cross-functional team
• Lead and participate in client meetings and presentations
• Consult with Clients, Producers, and Account and Project Managers to identify client objectives and provide advice and recommendations regarding consumer-driven health plans
• Assist in gathering clients’ plan requirements to support the creation and documentation of internal specifications, test plans, training materials, and procedures
• Develop and implement solutions and provide support as needed to client issues such as claims, billing, enrollment materials
• Coordinate open enrollment deliverables, such as meetings, applications, election forms, consumer plan information, and materials for clients and their respective employees
• Review and revise plan materials and provide proper communication to clients and their employees regarding consumer plan updates and changes
• Assist with developing employee materials and providing on-site training on plan programs and procedures
• Respond timely and consistently to all client inquiries while establishing expectations for a trusted partnership
• Ensure all client deliverables adhere to specified quality standards
• Adheres to Trion’s internal and external compliance and security processes
• Proven ability to effectively handle complex and escalated issues
• Summarize and report project status to Spending Accounts Team Manager

Skills on Resume:

• Client Management (Hard Skills)
• Meeting Leadership (Soft Skills)
• Client Consulting (Soft Skills)
• Documentation Support (Hard Skills)
• Solution Development (Hard Skills)
• Enrollment Coordination (Hard Skills)
• Material Review (Hard Skills)
• Training Provision (Soft Skills)

Job Summary:

• Be the bridge between the Relationship Manager and oversight of operational teams who provide daily & monthly deliverables to clients
• Participate in client service reviews, take minutes, update action logs then coordinate with teams to ensure follow-up items are executed.
• Coordinate the month-end NAV process with both the client and SSGs to ensure all trades, reconciliations and P&L are cleared and signed off.
• Responsible for oversight of overall daily client service delivery across all applicable SSGs – e.g. Clearing & Settlements, Corporate Actions, OTC Derivatives, Futures & Options, Foreign Exchange, Reconciliation & Control, Non-Trade Operations, Financial Control, Investor Services
• Coordinate resolution to client service issues across global teams
• Continuously maintain and follow up on client action logs which track client and operational challenges, recurring themes, and client-specific projects and initiatives.
• Work with Relationship Managers, Head of Operations and SSG Team Leads to optimize client operational processes and enhance the client experience and improve client profitability.
• Develops complete understanding of client's business, objectives, goals and market challenges, and ensures relationship plan is consistent.
• Identify client needs or challenges that could be raised to the Relationship Manager as cross-sell opportunities.
• Monitoring and measuring client and product performance, including but not limited to SLAs, issue logs, and internal and external client service reviews.
• Assist with special projects as determined by the Spending Accounts Team Manager.

Skills on Resume:

• Operational Oversight (Hard Skills)
• Service Coordination (Soft Skills)
• NAV Coordination (Hard Skills)
• Issue Resolution (Soft Skills)
• Client Tracking (Soft Skills)
• Process Optimization (Hard Skills)
• Relationship Development (Soft Skills)
• Performance Monitoring (Hard Skills)

Job Summary:

• Delivering resolution to client service issues by engaging and working with internal partners and other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service excellence.
• Responsible for coordinating overall client service delivery across all applicable disciplines e.g. 
• Trade bookings for listed and derivative products, corporate actions, valuations, NAV and Transfer Agency.
• Across Shared Service teams and internal stakeholders, coordinate resources to ensure timely delivery and issue resolution, and effectively communicate client concerns and needs to partners.
• Partner with Shared Service teams to continuously optimize operational processes and support structure thereby contributing to the overall client experience
• Work in partnership with Relationship Managers as required, ensuring issues are communicated and escalated promptly both internally and directly with the client.
• Management of various daily operational/Client Services responsibilities and tasks to ensure SLA and KPIs targets are met.
• Partner with Shared Service teams to continuously optimize operational processes and support structure thereby contributing to the overall client experience
• Coordination of client queries and requests
• Coordination of internal and client projects and initiatives
• Assist Coordination and assistance in the resolution of operational issues

Skills on Resume:

• Service Issue Resolution (Soft Skills)
• Client Service Coordination (Hard Skills)
• Resource Coordination (Hard Skills)
• Operational Optimization (Hard Skills)
• Issue Escalation (Soft Skills)
• Operational Management (Hard Skills)
• Query Coordination (Hard Skills)
• Project Coordination (Hard Skills)

Job Summary:

• Maintain and update an action log for issues and change requests
• AML/KYC for new client onboarding
• Overseeing fund launch activities and coordinating bank account openings
• Handling of fund termination activities
• Maintaining minutes and tracking of actions from monthly and quarterly management meetings
• Assist in the resolution of operational issues
• Maintain and update an action log for issues and change requests
• Coordination of external/client requests and leading Internal tasks/projects
• Managing the performance of others and following up on inquiries and projects to ensure the completion
• Observe and make recommendations to ensure compliance with proper policies and procedures

Skills on Resume:

• Action Log Maintenance (Hard Skills)
• AML/KYC Compliance (Hard Skills)
• Fund Launch Oversight (Hard Skills)
• Fund Termination Handling (Hard Skills)
• Meeting Coordination (Hard Skills)
• Operational Support (Hard Skills)
• Project Leadership (Soft Skills)
• Compliance Oversight (Hard Skills)

Job Summary:

• Outlines customer service objectives, determines service KPIs, and ensures deliverables are met (service levels, team productivity, compliance, revenue growth, quality & customer satisfaction) across all channels
• Leads Customer Service Agents servicing all channels including Email, Phone, Chat, WhatsApp, and Retail Support and also owns the CS Commercial goal
• Provides/ Shares CS weekly Dashboard to guide team on what to focus on (productivity, commercial, KPI’s)
• Provides strong, dynamic leadership that mentors, develops and guides employees to effectively deliver upon customer loyalty as well as employee engagement and ensuring professional growth
• Partners effectively with Training, Retail & CRM teams and Dublin CS team for CS development and performance
• Implements effective culture with strong team motivation, accountability, development and retention
• Maintains a talent pipeline in partnership with HR to ensure team productivity and high-quality talent
• Leads the different phases of headcount growth of the Client Services Center identifying the optimal timing to grow
• Sets the example for the team to uphold high standards as well as collaboration with the retail network towards a one-Bulgari mindset
• Establishes the client-centric culture within the team to not only service but also acquire and upsell clients
• Develop a system of actions, and order management to ensure speed, quality and satisfaction of client queries
• Launches and increases conversions across the different sales channels, including inbound conversion, live chat, outbound campaigns and client development actions

Skills on Resume:

• Service KPI Management (Hard Skills)
• Team Leadership (Soft Skills)
• Dashboard Analysis (Hard Skills)
• Employee Development (Soft Skills)
• Cross-Team Collaboration (Soft Skills)
• Talent Management (Soft Skills)
• Growth Strategy (Hard Skills)
• Client-Centric Culture (Soft Skills)