Junior Administrator-Client Relationship Management (CRM)- Internal Client Services- Growth Office (12 Months ) at Deloitte

Main Purpose of Job

A support resource to the Client Relationship Management (CRM) team in delivery of standardised aspects of services to internal clients

Differentiators for this specific role

Client Support

• Communicates with Lead Client Service Director/Partner (LCSD) to confirm and update client structures to ensure client information reflects correctly on the system.
• Maintain regular client communication, by assisting clients with using the system, as and when help is required from users.

External / Internal Client Impact:

• Works collaboratively with own team and that of the client service line/area to deliver quality service in allocated tasks
• Starts to develop effective working relationships within client business to better understand their requirements
• Answering all Phoenix questions / queries on a daily basis-monitoring mailbox. e.g. Responding to the needs of Business Unit’s, regions, industries, etc., within the timeframe provided; e,g attending to different queries.
• Extract reports across various business units, as required
• Day-to day client verification on Phoenix system
• Update currencies by browsing on different websites to check rand value against other currencies

Operational Effectiveness:

• Daily facilitate the data collection process and the management of uploads on Phoenix system. Information comes from various sources, e.g. internet, DESC, information from business.
• Provide input into enhancing the existing defined Phoenix processes by making suggestions to the relevant forum.
• Provide guidance to the business and best practice in setting up clients’ hierarchies, user role types and user profile.
• CONTACTS:
• Download reports from the system to monitor contact data to ensure data is standardised and complete with no duplicates.
• Update contact data utilising the Sens reports, LinkedIn profiles, etc. update contact owner where necessary utilising employee movement reports, etc.
• Ensure the client contact data is sent to primary contact owners regularly, to review and update, especially key clients
• Provide the marketing team with the key contacts list of Deloitte’s clients for campaigns
• SYSTEM - Allocate Phoenix licences to new users and termination of licenses for terminated employees.
• Update and maintain currency tables on the system, for opportunities being created; e.g. the dollar to the rand value- update on the system accordingly
• DATA - Maintain client data and run reports on the system to ensure there are no duplication on client, opportunities and contact data, (data clean-up on daily basis)
• REPORTING - Extract and tailor various reports (opportunities, pipelines, clients, contacts, Client LCSP) required by business and assist end-user with creation of their reports, reports pulled as and when requested by the business
• Daily escalate all system errors to Phoenix Developers, as soon as they arise in order to resolve promptly
• PIPELINE PROCESS
• Support Phoenix users with queries on opportunities, engagements, system errors and various checks (e.g. conflict checks, ITAS checks)
• Monitor pipeline for opportunities/Engagements.

Key Performance Areas

Strategic Impact

• Under supervision, completes standard basic tasks that impact delivery of the broader team in relation to overall strategy of the service area

Budgets / Profitability

• Effectively uses time, equipment and resources

Qualifications

Minimum Qualifications

• National Diploma in relevant function

Desired Qualifications

• Degree / 2 Year Diploma

Minimum Experience

• One years' experience within the function if qualification is ND
• Newly graduated if qualification is degree

Desired Experience

• 2 years’ experience within the function

Additional Information

Technical Competencies

• Basic knowledge of the standardised routines of the role
• Basic knowledge of Outlook and programs relevant to the role

Behavioural Competencies

• Communicates effectively both in writing and verbally
• Good interpersonal skills
• Keen to learn
• Focuses on delivery
• Is adaptable
• Ability to solve basic problems related to specific tasks
• Basic understanding of business