Role:  
The Manager is responsible for Client engagement and ensuring Client satisfaction is at an optimum level at all the times
 
Key Responsibilities: 
● Query handling (B2B and B2C Email and Voice queries)
● Drive TL Usage App from Client and Trainee perspective
● Relationship management: Build relationships with members in the client system by communicating consistently and regularly
● Prepare communication plans to keep clients up to date with developments in the processes and service delivery improvements. Publish and adhere to meeting calendar for the clients
● Handling escalations
● Establish service standards in line with process alignments keeping scalability
● Publish necessary reports
● Build strong engagement plans with Apprenticeship Trainees
● Conduct regular Town Halls with Apprentice trainees to gauge VOC
● Manage client/trainee life cycle
● Keep improving processes with help of technology

Education & Experience
● The candidate to have a Bachelor’s degree/Master degree
● Proven experience of 10-12 years as a Client Relations Manager or Relationship Manager
● Knowledge in Payroll Operations is an added advantage
● Background in customer service; BPO Call Centre industry
● Experience tracking relevant KPIs (e.g. customer satisfaction)
● Knowledge of CRM platforms (e.g. Salesforce) on query management
● Excellent communication and negotiation skills
● People management skill