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Manager of Client Relations (French an asset) (toronto )
at Jobs in Toronto in Toronto
Our client, a growing mutual fund company, requires a Client Relations Manager for a 1-year contract. The incumbent is accountable for continuously assessing and improving the "fit-to-role" and skilled knowledge of direct reports, and work and operational processes in order to maximize the effectiveness and efficiency of the department.
Salary: up to $90K plus bonus
Key areas of accountability:
Managerial Leadership:
• Build and sustain a team of direct reports who are capable of delivering the performance required for the group, including coaching and the creation and implementation of training and development plans
• Set appropriate context and establish prescribed limits for direct reports, including setting an effective framework of policies and procedures for the work in the group
• Support the change process for any implementations to ensure agreement and understanding among employees, including proactively educating employees on all changes and new information related to operational effectiveness and service/sales initiatives by assisting colleagues to develop ongoing improved product and process and technology-related skills/knowledge
Planning:
• Develop, implement, review and revise a 6-12 month work plan including: mission, vision, values, operational and resource plans
• Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues, escalate significant issues to VP, Marketing
• Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards
Business Delivery and Operations:
• Manage day-to-day operations in terms of managing such things as service levels, call volumes, escalations, including but not limited to respective team of direct reports
• Review and evaluate statistical reports including but not limited to respective team schedule adherence, idle state usage, average handle time, to develop a consistent, holistic purview of areas for operational improvement, opportunities for customer service effectiveness
Qualifications:
• Bachelors degree
• Fluency, written and oral, in French preferred
• Completion of CSC and similar courses is preferred, but not essential
• Minimum 7 years of related industry experience
• Strong leadership and people management skills with the ability to lead and influence teams and act as a role model
• Excellent coaching skills
• Strong problem resolution, decision making and negotiation skills
Interested candidates can forward their resume to jillian.halkidis@quantum.ca.
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Contact Information
Jillian Halkidis
Fax: 416-366-4363
jillian.halkidis@quantum.ca
Visit us at www.quantum.ca for more job opportunities!
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We appreciate all expressed interest in this position, however, only the candidates selected for interview will be contacted. You will certainly be contacted before we submit your resume to any of our clients.
Quantum is an equal opportunity employer.
Published at 03-01-2012
Viewed: 59 times
Viewed: 59 times
