Regional Client Services Manager (City of Sydney)

Overview An extraordinarily talented group of individuals works together every day to drive TNS' success, from both professional and personal perspectives. Join the excellence! Regional Client Services Managers enhance customer satisfaction by improving support and service quality for all TNS products. They collaborate with Business and Operations Departments to optimize the customer experience and ensure TNS consistently meets service levels. This sole‑contributor role works alongside other Regional Client Service Managers. Responsibilities
- Contribute to the development and implementation of the Client Services strategy across the APAC region.
- Manage client service relationships, ensuring optimal satisfaction through achievement of service levels and building strong relationships.
- Serve as a liaison for clients, addressing any concerns related to delivery or support of their service.
- Build and maintain trusting relationships with internal and external stakeholders, including clients, vendors, and partners.
- Oversee and resolve client escalations, conduct root‑cause analysis, implement solutions, and establish preventative measures.
- Develop and enhance the client‑facing reporting and documentation suite.
- Prepare client service level reports and presentations, collaborating with internal stakeholders to ensure accuracy and adherence to deadlines.
- Maintain client directories, ensuring current information is available to all internal teams.
- Conduct regular service reviews with clients to identify improvement areas and take ownership of resolving any issues.
- Complete pre‑ and post‑meeting tasks, maintain action registers, and ensure all action items are completed.
- Implement Service Improvement Plans using project management methodologies for a structured approach to desired outcomes.
- Identify potential upselling opportunities and communicate details to the Account Management team.
- Travel domestically and internationally as necessary for in‑person client engagements within Asia Pacific.
- Collaborate with internal TNS teams to ensure client expectations and requirements are fulfilled, whether as part of a project or through ongoing support.
- Analyze datasets to identify opportunities for process improvements and service enhancements across the organization.
- Assist in developing client‑centric procedures and promote a continuous‑improvement ethos.
- Oversee diverse initiatives aimed at maintaining a consistently high level of client satisfaction.
- Provide Incident Management engagement to key clients if required, including production and delivery of incident reports.
- Ensure all client solutions are well understood and that design documentation is current and correctly distributed.
- Collaborate with clients and internal teams to ensure solutions are routinely tested and failover procedures are executed.
- Conduct sign‑off procedures for change‑management activities that might affect client services.
- Ensure that Incident, Change, and Problem Management procedures are consistently followed according to the client’s service level agreement.
- Maintain core office hours from Monday to Friday, with the availability to work beyond these hours as necessary.
- Complete ad hoc tasks as requested. Qualifications
- Exceptional skill in establishing and sustaining relationships with clients and internal stakeholders.
- Independent judgment and strong self‑motivation.
- Proactive communication style.
- Ability to think quickly and work effectively in a rapid‑paced, dynamic environment.
- Understanding of project‑management methodologies and best practices.
- Familiarity with telecommunication carrier and payments processes, products, ordering tools, and technologies used for circuit and payment service provisioning (preferred).
- Clear and understandable conveyance of technical information to non‑technical audiences.
- Strong interpersonal and verbal/written communication skills.
- Multi‑tasking abilities and adaptability to handle diverse responsibilities.
- Excellent time‑management skills.
- Outstanding customer‑service and negotiation skills.
- Excellent presentation, analytical, and problem‑solving skills.
- Ability to meet deadlines under frequent pressure.
- Proficiency in Microsoft Office (Word, Excel, Access, PowerPoint, Project, Outlook).
- Previous client‑facing experience (required).
- Technical experience in networks, telecommunications, and/or payments (advantageous).
- Process‑writing experience (required).
- Experience developing reporting solutions (required).
- Intermediate project‑management experience (preferred).
- Experience in a global organization (favorable but not required).
- Degree level education or equivalent experience.
- Seven or more years in the payments or telecommunications industry (preferred).
- ITIL Foundation or partial intermediate certification (preferred). Equal Opportunity TNS is an equal‑opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, or disability/handicap status. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rq8yh