Rerpoting to: Chief Service Delivery Officer (CSDO)
Location: Denver, Colorado
Working Arrangement: In office working
Job Purpose:
Lead the client services team across the ANAB region in the US to ensure customer on-boarding, customer renewals, and billed days meet the targets set and provide Activ support. The position available is for a Client Services Manager with a competitive salary, along with a 5% discretionary bonus paid quarterly. Additionally, there is another 5% discretionary bonus paid quarterly based on Orion’s achieving revenue targets. The role offers hybrid working, requiring a minimum of 3 days in the office after the probationary period. Benefits include health insurance with two level options, dental coverage with three level options, VSP coverage, employer-paid life insurance, short and long-term disability coverage, accident and critical illness coverage, an Employee Assistance Program (EAP), and travel protection.
Accountabilities:
Planning and Co-ordination
- Ensure effective coordination across the audit, compliance and client service teams to optimise the utilisation of resources, meet renewals targets and ensure that billed days targets are met
- Provide input to the resource planning process to ensure that the company has sufficient competent Auditor and client service resource to deliver the annual and rolling quarterly budget
- Develop and implement improvements to the renewals and booking processes and how client enquiries are handled to meet the evolving needs of the business and its clients
- Implement, maintain and ensure consistent use of operational business systems (e.g. Amtivo Connect) to ensure the optimal use of resources
- Anticipate challenges and make contingent plans to ensure that objectives are met
Resourcing
- Maintain a clear understanding of the audit capability within the team and how that aligns with our budget requirements
- Work with the CSDO to highlight where additional capacity and different capabilities are required in the Field teams to deliver the plan
- Ensure appropriate resourcing levels in the Client Services team
- Provide role modelling, coaching and development for the Client Services team as required
- Work with the CSDO on the development & implementation of performance metrics
Delivery
- Create a positive, can-do environment in which the Client Services teams can operate effectively and meet their individual and collective objectives
- Ensure the effective deployment and use of both Client Services and Field resources to meet specified objectives and business results within the plan
- Ensure the successful roll-out of Activ system to new and existing clients
- Motivate, support and coach to help individuals and the Client Services team meet their objectives
- Coordinate effectively with the CSDO to drive optimal delivery efficiency and manage risk
Reporting
- Ensure that periodic operational reports are provided accurately, consistently and on time [To be developed with the CSDO]
- Identify and communicate clearly the implications from periodic reporting to all appropriate stakeholders indicating any action required
Success criteria:
- Achieving the annual and rolling quarterly operational objectives to drive the targeted level of renewals and billed days
- Effective response to plan changes
Context:
The Client Services Manager is accountable through the business cycle for:
- Ensuring that the renewals and bookings processes and systems drive delivery of renewals and billed days targets
- Working with key internal stakeholders to meet customer and Amtivo delivery expectations
- Providing input to, developing and implementing the renewals and bookings processes and systems that are required to manage the business
- Reacting to plan changes
Given the need to guide the team and take escalations/make operational decisions throughout office hours, the role is a full-time, 5 days a week role
Competencies:
High-level behavioural indicators
- Highly motivated to deliver results – tenacious and resilient. Follows through and holds others accountable
- Approachable, supports and inspires confidence in the Client Services and Field teams
- High levels of integrity and professionalism when dealing with all team members
- Has passion for what we do and communicates that openly to others internally and externally
- Collaborates freely across the organisation, breaking down barriers, and encouraging effective team working
- Role models appropriate behaviour, coaches others and encourages an open and honest dialogue about individual and team capability
How to Apply:
If you’re interested in a confidential conversation, please email your CV to recruitment@amtivo.com.
