Client Support Manager at Silica

Purpose of the role:

Manage and oversee the support and experiences between the client and the organization. Lead people and change within the organization that consistently provides exceptional service to clients:

• Engage with the teams and partners on queries and logs
• Manage resolution within SLA and scope of work
• Perform daily, weekly and monthly trends analysis
• Identify opportunities to continuously enhance the solutions
• Provide robust and continuous communication to clients and internal stakeholders
• Consistent track record of professional client experience in a dynamic industry

Requirements of the role:

• 4 to 6 years’ experience in a service-orientated environment
• Experience in the financial services industry is advantageous
• Advanced knowledge of MS Office Suite
• Strong communication (verbal, written) and presentation skills
• Strong problem solving and analytical skills to deliver solutions benefiting client and organization
• Take responsibility for achieving objectives with a strong focus on the client experience
• Displays an understanding of client satisfaction best practices
•  Displays a team approach through collaboration and support
• Prioritizes resource capacity and time to meet client expectations
• Builds and maintains productive relationships within the organization and with clients
• Curious and innovative in driving continuous improvement – meet aggressive strategic objectives
• Be quality orientated with a 100% accuracy rate within a very robust turnaround time
• Agility and adaptability in a high-pressured environment with tact and diplomacy
• Manage time effectively i.e. engaging internal and partner teams to ensure daily work completion
• Engaging with development teams on new products and solutions being implemented and ensuring a smooth delivery of this in the team and with clients
• Establish relationships and credibility with key client decision makers
•  Act as an escalation point
• Provide leadership guidance to reporting team

Outcomes of the role:

• Leading an engaged and productive team that has the client at the heart of everything they do
• Ever improving service delivery – both cycle times and quality of interactions
• Solution driven approach to reducing number of queries coming into Silica
•  Implementing solutions that increase productivity, service delivery and overall client experience
• Building and maintaining a collaborative partnership with all other divisions within Silica
• Creating and maintaining a team that is constantly reflecting the culture of Silica
• Contributes to achieving Silica objectives through teams
• Manages staff delivery, development and performance
• Creates and maintains good Client service relationships with clients
• Introduces and provides ongoing management information
• Facilitates outcomes