Head - Client Servicing/Delivery - Media

Opportunity to head the operations for one of the largest news disseminating agencies globally

Head the operations of one of the largest news disseminating agencies globally

Manage and drive the client servicing and delivery of mandates

About our Client

Our Client is a leading global provider of marketing and communications solutions that help companies in optimizing and distributing multimedia content with a view to actively engage all key audiences, across various platforms globally. With a growing presence in India, they are looking for a dynamic individual to drive and manage delivery and client servicing for them in India. For the same, they are looking at hiring Head - Operations, based out of Mumbai.

Job Description

The main purpose of the job is to retain and develop business from Clients by effectively managing the Client Services and Operations Teams to provide excellent customer service and to be part of the Strategic Leadership Team.

1. Service delivery excellence

- Ensure Teams are proactively managing clients expectations from the point of order inception to distribution, client instructions are interpreted correctly, client needs are recognised and appropriate solutions proposed in a consultative manner and proactive contact is made with the Client at all appropriate points

- Ensure Individual account managers assume responsibility for co-ordination and successful completion of all orders throughout their lifetime in line with the clients expectations

- Ensure all quality procedures and service standards are adhered to throughout the order fulfilment and distribution process

- Ensure completed jobs are quality checked and passed through promptly to invoicing by agreed deadlines

2. Process and procedure management

- In consultation with line managers, IT Department and Pivotal Manager – continuously seek and implement ongoing improvements to service delivery processes and procedures

- Make sure all Client communications, order details and related correspondence / activities are accurately logged in the workflow management system (Pivotal)

- Regularly review and update the Department Standard Operating Procedures (SOPs) with any agreed changes in a timely fashion

- Ensure all Department issue logs are updated in line with required timescales

3. Client Satisfaction

- Promote a client-focused culture at all times and lead by example

- Instigate initiatives and processes to build, develop and maintain excellent business relationships with Clients and affiliates and other PRN Departments

- Initiate and attend service review meetings and social events with clients as required. Perform department overviews for clients as and when necessary

- Ensure all Team Managers and their reports are completely competent at handling Client issues and the correct issue escalation procedures are followed at all times

- Work closely with the Client Retention Team to ensure high levels of client satisfaction and to increase client retention rates

- Ensure minimum error rate across department – target continuous improvement by ongoing coaching and process change

4. Contribute to business development

Successful Applicant

Successful applicant will have proven track record in customer service/operation management role.

Candidates with experience of working and dealing with Media companies will be preferred.

Whats On Offer?

In addition to an exciting compensation, opportunity to work in a global professional environment offering immense progression opportunities.