Client Services Executive

at Reunert
Location Gauteng, South Africa
Date Posted October 27, 2020
Category Customer Service
Job Type Full-time
Currency ZAR

Description

General Management:

  • Build out and develop the below key components for the Managed Services cluster to insure first-class customer service:
  1. Technology Assessment / Alignment.
  2. Service Management Framework.
  3. Service Catalogue.
  4. Value Offering Identification and Conceptualization.
  5. Governance, Compliance and Contracting.
  6. ITIL Alignment.
  7. Monitoring tools.
  8. Workforce Management.
  • Provides strategic leadership, oversight and management for subordinates, peers and superiors.
  • Sets strategic and tactical priorities that align with business objectives.
  • Develop plans and strategies to improve performance, reliability and operational cost-effectiveness.
  • Recruit and retain best people whom lives the +OneX Values.
  • Administer staff performance management and career development activities.
  • Participates in monthly, quarterly and annual forecast/budgets and financial reporting.
  • Demonstrates integrity without compromise. Respect, commitment to excellence, collaboration, and agility.
  • Develop and maintain a team through coaching and performance management.
Business Development:
  • Participate in Business development initiatives with a specific focus on:
  1. Optimisation and modernisation of IT Tools
  2. BOT Frameworks
  3. User Experience Centre - SD of the Future
  4. ITIL Consulting
  • Identify Mining IOT initiatives
  1. Mining optimisation
  2. Remote management & monitoring
  • Salesforce management
  • Pipeline development and management
  • Bid process and bid pricing oversight
  • Strategic relationship development

Financial Management:

  • Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted PBIT
  • Ensure that one is aware of +OneX's budgeting approach in terms of forecasting and reporting, as well as internal structures and their relationship in monitory terms.
  • Perform monthly forecasting of cost of sales and operational expenditure.
  • Perform financial projections and forecasts as well as create and manage a budget for one's areas of responsibility.
  • Continuously assess, manage and monitor financial risks.
  • Continuously look for new opportunities to obtain and save funds.
  • Financial management of projects including Milestone Billings, accounting for WIP stock and payment from customers.
  • Develop costing models for managed service offerings.
  • Constantly understand and weigh up financial implications of propositions.
  • Control assets in alignment with prescribed policies and procedures.
Maintain relationships with clients and monitor satisfaction:
  • Effectively build and maintain good relationships and interactions with existing and prospective clients with focus in the mining and chemical industry.
  • Continuously establish strong relationships with internal service providers to ensure a supportive and trust-worthy working environment.
  • Successfully identify key staff in the client organisation, especially those involved in marketing, selling and delivery.
  • Continuously monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that, when necessary, corrective action is taken by +OneX and by the client organisation.
  • Frequently recommend products and services that will help the client organisation to achieve its business objectives.
  • In order to maintain control, perform spot checks on payments authorised by less senior staff.
  • Manage, coach and develop senior staff, so that they are kept up to date with current contracts, procedures and controls in order to ensure that they can perform their role effectively.
  • Take responsibility for negotiating changes to major contracts, initiating investigations and feasibility studies on behalf of the client organisation.

Human Resources Management:

  • Continuously contribute to the setting of goals for team members who participate in business development and the delivery of services
  • Successfully monitor individual performance of team members and perform individual performance reviews as per corporate guidelines at least twice a year or provide input to line managers for their direct reports.
  • Take responsibility for all human resource issues such as disciplinary actions and grievances as well as ensure that HR policies are adhered to at all times.
  • Effectively develop individual development plans and monitor progress for team members who are direct reports to the SDM or provide input to line managers for their direct reports.
  • Always take responsibility for the recruitment of new resources and personnel as well as the co-ordination and management of resource balancing.
  • Successfully coach and train on, personal basis, all personnel as and when required.
  • Continually ensure that employment equity targets as well as skills and development targets are complied to in alignment with +OneX's standards.
  • Effectively monitor team dynamics and team accountability related to delivery commitments on a continuous basis.
  • Continuously develop succession plans and resource plans, which ensure continuity of service excellence to the client.
Knowledge and Skills:

  • Business Acumen
  • Leadership Skills
  • Business Development
  • Account planning
  • Prospecting
  • Forecasting
  • Pipeline Management
  • Salesforce management
  • CRM Skills
  • Contract Management Skills
  • Financial Skills
  • ICT Management Frameworks
  • ICT Technology Skills
  • Understands +OneX's Way Of Work
  • Understands +OneX's Business Values And Ethics
  • ITIL Skills

Core Competencies:

  • Analytical Thinking
  • Communication
  • Comparisons
  • Conceptualisation
  • Customer Excellence Orientation
  • Internal Actualisation
  • Leadership
  • Negotiation
Profile

Qualifications:

  • Project Management - Tertiary Level
  • Management program - Tertiary Level
  • ITIL Service Management - Professional Level
Industry and Technology Experience:
  • Information Technology industry specialist
  • Good understanding and experience in the mining and chemicals industry.
  • Experience and knowledge of various service desk tools with an in-depth knowledge of CA & Service Now Service desk tools.
  • Good knowledge of other IT optimisation tools is required.
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