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Senior Executive, Client Services

Boardroom Corporate Services (HK) Limited
Posted 3 days ago
Not Specified
0 year(s) work experience
$34,500-$35,000/month

Job Description

    Lead and Train a team of Client Service Executives
    Know Your Client by developing an in depth knowledge of their industry and their key contacts.
    Proactively communicating and servicing clients.
    Develop effective and differentiating servicing techniques that will serve to set us apart in the market and to build and maintain client loyalty.
    Proactively contact and communicate with clients regarding needs, experiences and preferences according to a predetermined program. Documents interactions in a contact / call report.
    Identify opportunities to provide value added services to clients.
    Proactively communicate with interdepartmental executives to facilitate open communication of client needs, cross selling opportunities, effectively develop strategies and solutions to client requests and to establish open participation, accountability and teamwork.
    Assist in accomplishing the firm’s goal that builds long-term relationships with clients and other external stakeholders.
    Ensure that current Service Level Agreements (SLAs) are met, operational risk is minimized, queries and complaints are efficiently and effectively resolved with the necessary planning and training is completed to facilitate, changes to the current environment, new clients and improvements to the service delivery for existing clients.
    Ensure problems, errors and omissions are escalated and dealt with immediately and in the most appropriate manner.
    Analyze, adjust and coordinate the change of current business processes, procedures, and external party interactions to facilitate the requirements of new clients, this will involve interaction directly with Clients and other Boardroom entities.
    Manages communication with all stakeholders at every level internally and externally.
    Review processes and workflows to identify opportunities for Continuous Improvement.
    Set clear expectations and KPIs for SRS and ensuring that these are communicated, understood, implemented and followed up.
    Establish service benchmarks to deliver high-quality performance and efficiencies.
    Set developmental plans with each team member and follow up progress on a regular basis.
    Utilise effectively Boardroom’s performance improvement process when necessary.
    Recognise and reward excellent performance.
    Drive Client Services training program for the department (technical and soft-skills).
    Assist in following up on outstanding and doubtful debts.
    Identify and develop a successor.
    Conduct regular staff performance / appraisals according to Company policies and procedures.
    Leave cover for peer Client Services Managers and / or Head of Operations, when assigned.
    Work in conjunction with all colleagues in SRS in order to meet departmental quality standards and ensure a smooth flow of operation.
    All duties are to be carried out according to department’s Standard Operating Procedures (SOPs).
    Comply with Group and Company Procedures and Policies


Job Function
Sales, CS & Business Devpt > Account Servicing
Work Location Not Specified
About company
Boardroom Corporate Services (HK) Limited
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