Major Duties and Responsibilities

Client Strategy

In conjunction with the Director, ability to translate and implement account strategies into operational/service delivery reality. Proactively engages with peers and understands the context of delivery.

Operations

Oversee allocation of resources and staff to maintain appropriate standards of coverage, addresses volume fluctuations and ensure availability of resources. Analyze, research, and identify team and supplier service issues, address said issues and make recommendations to the Director for improvements regarding systemic challenges. Provide consistent communication to team members and Director regarding individual/team/supplier measurements and results. Ensure quality customer service by establishing/implementing policies and procedures, resolving customer and client complaints and service issues timely.

People and Organizational Development

Create an environment that ...